Manager, Experience

3 weeks ago

Victoria, Canada Island Health Full time

**Job Description**:
In accordance with the Vision, Purpose, and Values, and strategic direction of the Vancouver Island Health Authority (Island Health) patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Executive Lead, Experience the Manager is responsible for providing leadership and direction to a geographically dispersed team of consultant experts in meeting Island Health's commitment to an exemplary patient, family, staff, physician and volunteer experience across Island Health. The Manager plays a key leadership role in development of a structure that supports the voices of patients and families to be heard at system, geographic and local levels. The Manager provides leadership in the development, implementation and continuous improvement of a patient, staff, physician and volunteer experience measurement and feedback methods and in enabling experience innovation across Island Health.

As a member of the Experience management team, the Manager is responsible for strategic planning, development, implementation, evaluation and continuous improvement of experience programs, initiatives and governance structures including the Patient Advisory Council and the Workplace Culture Council. The Manager supports Directors and Executive Directors with the development of experience best practice and planning for their portfolios. The Manager participates in the development of goals and objectives, policies and service priorities for the Office of Experience, grounded on a patient and family centred culture, a culture of quality and a psychologically safe work environment.

The Manager collaborates with leaders from other BC Health Authorities, the Ministry of Health, and other external partners, innovation networks, and the Patient Voices Network to achieve experience goals. The Manager represents Island Health at these tables and creates provincial linkages vital to the success of the experience work at Island Health.

**QUALIFICATIONS**:
**Education, Training And Experience**:
A level of education, training and experience equivalent to a Bachelor's degree in a related discipline, and seven (7) to ten (10) years' recent related experience in a complex health care environment including progressive quality, experience, project management and leadership experience.

**Skills And Abilities**:

- Demonstrated ability to approach issues with client and solution focused methods, finding creative and proactive ways to improve service.
- Demonstrated ability to build strong, positive relationships and effectively work with various stakeholders in a
- Consultative and collaborative manner.
- Ability to perform effectively in a complex, changing environment and lead and support change.
- Ability to orient self strategically to the future by continually scanning the environment for ideas, leading practices, and emerging trends that will shape the system.
- Strong leadership skills including the ability to develop individuals and teams.
- Demonstrated ability to communicate effectively both verbally and in writing.
- Demonstrated analytical, systems and critical thinking and problem solving skills.
- Demonstrated ability to plan, organize and prioritize work within tight timelines.
- Conflict resolution and negotiation skills.

**Job Requirements**:

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