Patient Experience Specialist

6 months ago

Markham, Canada Markham Stouffville Hospital Corporation Full time

**Land acknowledgement**:
Oak Valley Health honours the traditional territory of the closest Indigenous communities, the Chippewas (chi-puh-waas) of Georgina Island and the Mississaugas of Scugog Island. The Haudenosaunee (Ho-de-no-shau-nee) and Anishinaabe (Ah-nish-in-ah-beh) have lived, worked and existed on this land from time immemorial. This land is covered by Treaty 13 signed with the Mississaugas of the Credit, and the Williams Treaty signed with many Mississauga and Chippewa bands.

**Who you are**:

- You encompass Oak Valley Health's core values and live the words of respect, trust, commitment, compassion and courage
- You are a patient and/or client centered individual who performs at an exemplary standard
- You are a team player with excellent communication, critical thinking and prioritization skills

**What We Need**:
Reporting to the Manager of Patient Experience and working collaboratively with leaders and clinical teams across the organization, the Patient Experience Specialist will help drive our long-term plan for patient experience and contribute to advancing a culture of people-centred care.

**You must**:

- Be empathetic and supportive when communicating with public/staff/colleagues
- Have strong interpersonal skills to maintain effective working relationships
- Have excellent attention to detail and be highly organized
- Be proactive, responsive and an agent for change and improvement.

**Duties/Responsibilities (including but are not limited)**:

- Lead and support initiatives to improve the patient experience as identified through organizational patient experience plan, and based on evolving hospital and patient needs;
- Collaborate effectively with clinical teams to promote people-centred care, and support positive experiences and outcomes;
- Guide leaders and staff in awareness of best practices and techniques to improve patient perception of care;
- Proactively support staff on use of de-escalation practices and conflict resolution skills, to mediate timely service recovery at point of care
- Facilitate development and analysis of patient experience metrics (through experience surveys, feedback trends, focus groups, advisory councils, direct observation, manager / staff perspectives) to formulate recommendations for patient experience improvement;
- Work with internal and external stakeholders for implementation and management of real-time patient experience survey (Qualtrics XM);
- Promote and support engagement of patients, families, caregivers and community members through expansion of Patient Experience Participant (PEP) program;
- Work in partnership with Quality and Patient Safety team members to consult, collaborate with, and support departmental projects including Quality Improvement Plan (QIP) initiatives to drive patient experience;
- Visibly role model the values and attributes of staff working in a hospital committed to extraordinary patient and family experience;
- Other duties as required.

**What you bring to the role**:

- University undergraduate degree in a healthcare or related field - required
- Minimum 5 years recent experience within a healthcare setting - required
- Project management experience - required
- Experience in the use of lean or other process improvement methodologies - required
- Masters degree - preferred
- Experience in a patient experience, quality or patient safety role - preferred
- Excellent competence in Microsoft Office packages and ability to learn new software/systems with training and support
- Excellent written and oral communication skills and the demonstrated ability to deal effectively with internal and external stakeholders
- Experience with data analysis and visualization, preparing and presenting reports
- Experience in managing multiple concurrent project types in various stages of development
- Sound judgment, broad understanding and an inclusive approach to building consensus, solving problems and relationship building
- Ability to relate effectively with front-line staff and all levels of management, physicians, patients and families
- A strong understanding and knowledge of the hospital health care system and health legislation including the Excellent Care for All Act (ECFAA), Freedom of Information and Privacy Protection Act (FIPPA), Personal Health Information Protection Act (PHIPA), etc.

**Work Schedule**:
Monday to Friday, days.

Please note schedules may change due to operational needs.

**Compensation**:
**BAND H**: $42.33 - $60.59 per hour

**Annual Salary**: $82,542.50 - $118,150.50 per year

**Who we are**:
Oak Valley Health is one of Ontario's leading community healthcare organizations. Across our two sites (Markham and Uxbridge) and Reactivation Care Centre (RCC), we provide high quality, patient-centred care to more than 468,000 patients each year. We offer diagnostic and emergency services and deliver clinical programs in acute care medicine and surgery, addictions and mental health, and childbirth and chil

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