Experience & Engagement Specialist

2 weeks ago

Toronto, Canada St. Michael's Hospital Full time

**Position Profile**:
The Care Experience department supports the organization’s commitment to providing the best care experiences for our patients and families and promoting care and service that reflects the organization’s Mission and Values. This is accomplished through consistent support to programs and departments in understanding the care experience of patients and families and ensuring ongoing improvement across the organization. The Experience and Engagement Specialist supports the organization in understanding the care experience of patients and families, leading the patient and family partner program and supporting staff, physicians and learners in partnering with patient and family partners to achieve the organization’s care experience priorities.

**Main Responsibilities**:
The Experience and Engagement Specialist is responsible for building internal capacity through strong leadership and engagement of staff, physicians and learners to bring the voice and input of patients, residents and caregivers to improve the overall care experience. In this role the Experience and Engagement Specialist builds partnerships with Patient and Family Partners (PFPs) across the hospital. Key activities include supporting patient and family partner involvement in corporate and program based councils and committees, managing care experience improvement projects, facilitating the engagement of PFPs in other hospital committees and projects and managing all operational activities with PFPs including onboarding, continuous coaching and support, resolution of concerns and education. Additionally, this role supports organization wide initiatives impacting the care experience including staff engagement, policy development, interpreter services and compliance with accreditation standards.

**Qualifications**:

- Bachelor’s degree required; Masters in health related field preferred.
- Experience working in health care for a minimum of five (5) years;
- Excellent knowledge of the healthcare environment;
- Excellent project management knowledge and skills;
- Excellent mediation, conflict resolution and negotiation skills with the ability and confidence to collaborate with all levels of medical and management staff;
- Strong database management skills and ability to perform data analysis;
- Demonstrated knowledge and commitment to anti-racism, equity and social accountability;
- Demonstrated experience with recognizing and responding to changing needs of key stakeholders including patients and staff;
- Demonstrated understanding of health literacy;
- Strong organizational skills with demonstrated attention to detail to meet the demanding challenges in a timely fashion;
- Demonstrated commitment to and understanding of the Mission and Values of the hospital;
- Demonstrated success in motivating, establishing, leading and maintaining positive change;
- Ability to deal with multiple complex issues and manage multiple priorities;
- Self-directed and strong collaborative skills;
- Familiarity with the following legislations:

- Excellent Care for All Act;
- Public Hospitals Act;
- Health Care Consent Act;
- Substitute Decisions Act;
- Mental Health Act;
- Privacy of Health Information Act.

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