Patient & Family Experience Specialist

3 weeks ago

Toronto, Canada SickKids Full time

**About SickKids**:
Dedicated exclusively to children and their families, The Hospital for Sick Children (SickKids) is one of the largest and most respected paediatric healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and education. Our reputation would not have been built - nor could it be maintained - without the skills, knowledge and experience of the extraordinary people who come to work here every day. SickKids is committed to ongoing learning and development, and features a caring and supportive work environment that combines exceptionally high standards of practice.

When you join SickKids, you become part of our community. We share a commitment and determination to fulfill our vision of _Healthier Children. A Better World_.

Don’t miss out on the opportunity to work alongside the world’s best in paediatric healthcare.

**Position Description**:
As a member of the Office of Patient and Family Experience, the Patient and Family Experience (PFE) Specialist has an incredible opportunity to partner with patients, families, healthcare providers, and other internal and external community members. The successful PFE will possess the intrinsic understanding of how their individual practice stems from their positionality and formal education; this practice will be grounded in decolonial intersectional anti-racism, anti-oppression pedagogy. This knowledge and experience will be instrumental at providing insight and direct in-hospital assistance and support to ensure all patients and families receive culturally safe care. The PFE Specialist will demonstrate the emotional intelligence to facilitate effective handling and resolution of complaints, concerns, and compliments within a philosophy of child and family-centred care. The PFE Specialist will demonstrate critical thinking skills, capacity to problem solve using effective interview, facilitation, and negotiation skills, be just and fair in decision-making, excellent interpersonal skills showing empathy in all situations, and have the capacity to assess each concern without biases, prejudice, or assumptions. In this role, the PFE Specialist will balance the need to respond to patient and family concerns in a fair and equitable manner while keeping with the ethical values and needs of the organization in a supportive environment provided by the Patient and Family Experience team.

**Here’s What You’ll Get To Do**
- Work from an anti-oppressive/anti-racist perspective
- Liaise with patients, family members, significant others, and relevant hospital personnel to facilitate effective management and resolution of complaints, concerns, and compliments
- Deploy appropriate communication skills and techniques (i.e., active listening, open body language, appreciative inquiry, etc.) to effectively manage resolution of concerns from start to finish and/ or prevent escalation of conflict
- Utilize crisis management skills/ abilities and deploy advanced communication skills to help defuse confrontational situations
- Develop and implement an action plan that will facilitate handling complaints from start to finish
- Demonstrate skill and capacity for remaining calm and avoids arguing, criticizing, defending, or judging while encouraging the complainant to express their concerns
- Perform administrative duties to ensure the efficient and effective operation of the department
- Attend and actively participate in department meetings
- Manage the complaints and compliments data base to facilitate documentation, retrieval of information, creation of reports and analysis of data identifying gaps, trends, and opportunities
- Ensure Senior Manager, Child & Family
- Centred Care and Health Equity is kept abreast of all cases by providing regular updates
- Perform other duties as assigned or requested, such as proactively enhancing the patient experience through rounding, participating in hospital committees, presenting findings and information about Office of Patient and Family Experience to other hospital programs, engaging in other Centre or hospital initiatives and projects, and supporting the Family Centre

**Here's What You'll Need**
- Completion of a recognized baccalaureate degree or diploma in Nursing, Social Work, or other allied health; master's degree an asset
- Registration with a licensing body such as the College of Nurses of Ontario or Ontario College of Social Workers & Social Service Workers, etc.
- Minimum five years related experience
- Clinical health care experience
- Strong familiarity with human rights principles
- Experience working with patients and families
- Experience working with individuals and teams
- Experience working in a healthcare environment
- Excellent oral and written communications skills with the ability to communicate objectively and effectively with patients, families, and staff at all levels
- Excellen

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