Manager, Client Experience

4 weeks ago

Vancouver, Canada BC Patient Safety & Quality Council Full time

**Organization**: First Nations Health Authority (FNHA)

**Location**: Sinclair Office 540-757 West Hastings St Vancouver (Hybrid or Remote)**About us**:
The First Nations Health Authority is a diverse and transformational health organization of professional, innovative, and dedicated team members and leaders.

The first of its kind in Canada, FNHA works as a health-and-wellness partner with BC First Nations to support self-determination and decision-making to improve health outcomes. In this role, you will be part of leading and facilitating change towards creating safer healthcare experiences where First Nations in BC feel heard, valued, and seen.

**About the role**:
As the Manager, Client Experience, you will provide expertise in establishing an FNHA framework, methodology and processes, including communication tools, to monitor, develop responses to and report on client experience issues. This position leads the efforts and work in partnership across FNHA and external health partners to review, advance, and uphold safe and accountable care with BC First Nations. In this role, you will lead the program through hearing and sharing the client experiences to define, improve, and ensure accountability for safe care experiences, as well as provides supervision to designated staff in the department.

**About you**:
To be successful in this role you will have:

- A Bachelor’s degree in a health-related field or an equivalent combination of education and experience
- Typically requires an advanced degree and a designation, plus 3 to 5 years specialized experience, including that at an advanced level, or an equivalent combination of education and experience
- Patient or human experience training/certification is an asset (e.g. The Beryl Institute Certified Patient Experience Professional)
- Project management training/certification is an asset (e.g. Project Management Institute)
- Indigenous Leadership training/certification is an asset
- Quality Improvement training/certification is an asset (e.g. Quality Academy, Lean Six Sigma, etc)
- Significant, recent and relevant experience in health care services management (usually acquired over a period of 5 years or more), including experience in client experience, feedback management, and incident review
- Significant, recent and relevant experience in quality improvement development, implementation and evaluation in a health system (usually acquired over a period of 3 years or more)
- Recent and relevant experience working with Indigenous communities and leadership is preferred (usually acquired over a period of 3 years or more)
- Experience in developing frameworks, strategies, methodologies and communication tools is required

**Please refer to Job Specification section of the Job Description for more details.**

**Working at FNHA**:
As a member of the team, you will have access to a wide range of employee benefits from day one, including:

- Municipal Pension plan with an employer contribution of 9.31% (after 3 months)
- 4 weeks’ vacation, which increases with service to 5 weeks, plus 5 personal days, 1 volunteer day, and 14 public holidays including National Indigenous People’s Day and National Day of Truth and Reconciliation
- Access to group health benefits and a Health Care Spending Account through Canada Life on day 1 of employment
- And more

The First Nations Health Authority is committed to respecting diversity within our workforce; preference will be given to individuals with Indigenous ancestry (First Nations, Inuit, Métis).

Leading with culture, all FNHA employees complete San’yas Indigenous Cultural Safety Training. We support our family to be leaders in wellness and all staff members develop a yearly wellness plan as part of their performance partnership and goal-setting.

As a health and wellness organization, the FNHA has aligned with the Provincial Public Health Order released on October 14, 2021. We have a mandatory COVID-19 vaccination policy for all employees at First Nations Health Authority. This policy requires all employees to be fully vaccinated against COVID-19. If selected for employment, you will be required to provide proof of vaccination by providing a copy of your BC Vaccination Card Passport with the QR code..

**Closing date: August 17**th** 2023 (at 23:59)**

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