Patient Relations Advisor

3 months ago

Kitchener, Canada Grand River Hospital Full time

At Grand River Hospital we are building a world class health care system supporting healthier lives for the communities we serve. We value people above all else and the experiences of our patients and their families, our team members, and our partners are at the very top of our agenda.

Through our values of CARE; TRUST AND BE TRUSTWORTHY; COURAGE TO START, HEART TO FINISH and WELCOME ONE TO WELCOME ALL we leverage the collective talents and strengths of our GRH team, our community, and our partners to innovate and accelerate the transformation of health care delivery.

We currently have an opportunity for a **full time Patient Relations Advisor **within the Quality Assurance Team.

**How Patient Relations Advisor support our teams at Grand River Hospital**:
Delivering a positive patient experience is essential to providing safe, high quality health care. The Patient Relations Advisor works to create an environment that promotes a positive patient experience by collaborating with patients, their caregivers and hospital staff and physicians to identify and resolve concerns. This position gives voice to patients and their support network in a timely and articulate manner, translating those concerns to the interdisciplinary team as well as to middle and senior management and the hospital board. There is also potential for interaction with the hospital’s insurer and legal counsel.

**Key Responsibilities**:

- Work collaboratively with the clinical team and patients & their support persons to address patient concerns in a timely manner
- Receive, investigate, propose solutions and respond to patient concerns
- Facilitate communications and participate in meetings between GRH medical, clinical and administrative staff and patients and their support persons.
- Provide advice to clinical and administrative staff in managing and deescalating contentious situations involving dissatisfied patients
- Maintain documentation and metrics related to the complaint process
- Review and analyze data related to complaints to understand areas of risk and identify opportunities for improvement
- Promote positive patient relations in the organization and build capacity for handling patient concerns through coaching, mentoring, education and communication with clinical staff and administration

Develop and update Policies & Procedures related to complaint management.

Participate in quality of care reviews as required.

Contribute to ensuring there is a safe environment for patients, staff and visitors.

Work collaboratively with risk management, quality and key members to develop and implement strategies to improve the patient experience.

Work collaboratively with risk management to identify cases that are at risk for insurance claims or legal action.
- Support potential claims with HIROC
- Participate from time to time as a witness or in examinations for discovery
- Assist insurance company in investigations

**At Grand River Hospital, the Patient Relations Advisor has**:

- Bachelor’s degree in a relevant health services field as well as a member in good standing with the relevant regulatory health provider college (e.g. nursing, social work) or equivalent combination of education and experience.
- Training or proven ability in negotiation / dispute resolution.
- Knowledge of key legislation (ECFAA 2010, QCIPA 2016, Apology Act 2009, AODA 2005).
- Minimum 5-7 years of experience preferred.
- Additional education or training in health law or risk management, health equity, patient experience are an asset.
- Ability to manage conflict and de-escalate
- Excellent interpersonal, verbal and written communication and customer service skills
- Ability to work independently and coordinate multiple time demands
- Sound judgment, tact and diplomacy
- Understanding of hospital regulations
- Comfort in presentation skills
- Excellent computer skills, Microsoft Office Professional, Word, Excel, PowerPoint

**At Grand River Hospital we support our Team Members with**:

- A thorough onboarding and orientation program
- Ongoing training and development opportunities
- Access to our Ongoing Education Fund
- Career mentorship
- Wellness programs**APPLICATIONS WILL BE RECEIVED UNTIL THE POSTING IS CLOSED.**

Grand River Hospital is committed to fair and equitable employment and in our recruitment and selection practices. We strongly believe in inclusion and diversity within our organization, and welcome all applicants including, but not limited to: racialized communities, all religions and ethnicities, persons with disabilities, LGBTQ2S+ persons, Indigenous people, and all others who may contribute to the further diversification of our Hospital community. We are committed to providing and fostering a respectful workplace for all employees, free from violence and harassment. Grand River Hospital is a proud member of the Canadian Centre for Diversity and Inclusion (CCDI).

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