Director, Patient Care Quality Office

2 months ago

Vancouver, Canada Providence Healthcare Full time

Article Flag: Mandatory Vaccination Please Note:
As per the current Public Health Orders (Long Term Care/Seniors Assisted Living Provincial Health Order and the Health Sector Order), as of October 26, 2021, all employees working for Providence Health Care must be fully vaccinated against COVID-19. Proof of vaccination status will be required.

Summary:

- **The start date of this position may be negotiated.**

Within the context of a patient and family centered model of care and, in accordance with the Mission, Vision and Values, and strategic directions of Providence Health Care, promotes a safe, respectful, and civil working environment for patients, residents, families, visitors and staff.

Reporting to the Vice President, Quality and Safety, the Director, Patient Care Quality Office (PCQO) oversees and leads the planning, development, implementation, and evaluation for an organization-wide patient relations system in keeping with the Mission, Vision, Values, and strategic directions of Providence Health Care (PHC). The Director is responsible for a diverse and complex corporate portfolio, including participation and support in policy and decision-making for a variety of departmental, hospital, organizational, and regional initiatives.

The Director acts on behalf of the organization in dealing with issues raised by patients, residents, families, physicians, and staff from within PHC and from other facilities, organizations, and services. The Director also establishes systems to support systematic and continuous improvement-related issues, processes, and practices at PHC.

Providence Health Care is committed to the process of Truth and Reconciliation with Indigenous Peoples in BC. The Director is responsible for supporting the commitment to cultural humility and and to further the organization’s ongoing and collective work in support of Indigenous Peoples’ experiences of culturally safe and appropriate health care services.

Position has corporate and regional responsibilities. Excellent judgment and conflict resolution skills are required to manage diverse and complex issues. Culturally appropriate and respectful communication skills are required to negotiate with different parties in order to arrive at consensus.

Projects taken on by the Director will be hospital or organization-wide in their scope and impact service delivery throughout the organization. The Director will work with Communications and Public Affairs, Risk Management, Finance, Program Directors, Physician Program Directors, and others in resolution of complex system issues.

Qualifications / Skills and Education:
Education, Training and Experience

Master’s degree in health-related field plus a minimum of ten (10) years recent related experience in patient relations and conflict resolution management including leadership experience in a health care environment or an equivalent combination of education, training, and experience. Experience in human resource management is an asset.

Skills and Abilities
- Demonstrated knowledge of pertinent laws and legislation, including the Patient Care Quality Review Board, the Freedom of Information and Protection of Privacy Act and the Residents' Bill of Rights.
- Demonstrated knowledge of health care disciplines and their role in patient care.
- Demonstrated facilitation skills.
- Demonstrated excellent leadership, creativity, project management and organizational skills and the ability to outline recommendations to senior levels.
- Demonstrated ability to identify and analyze situations and problems such that viable solutions can be found.
- Demonstrated ability to approach tasks and problems such that total systems and strategies are considered.
- Demonstrated ability to communicate effectively both verbally and in writing such that messages are understood. Demonstrated understanding of the essence and subtleties of the communication and the intended audience.
- Demonstrated ability to work under pressure.
- Demonstrated ability to maintain and refine priorities in a complex and varied environment.
- Demonstrated commitment to change and process management.

Demonstrated ability to respond to the health care needs of the public and community partners.
- Demonstrated ability to seek partnership opportunities and actively promotes positive relations.
- Demonstrated awareness of the interdependence between organizational systems and its participants and the ability to consider the whole in the formulation of solutions.
- Demonstrated ability to plan and establish a course of action for self and others that are results oriented.
- Demonstrated computer skills necessary to understand and utilize information systems and operate word processing, spreadsheets, and database technology.
- Physical ability to perform the skills of the job.

Duties and Responsibilities:
1. Oversees and coordinates a complex service by liaising with patients, residents and families and the organization and community by

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