Manager Patient Relations

2 weeks ago

Winnipeg, Canada Shared Health Full time

**Requisition ID**: 356172

**Position Number**: 20049994

**Posting End Date**: April 1, 2024

**City**: Winnipeg

**Employer**: Shared Health

**Site**:Shared Health

**Department / Unit**: SH - Quality Patient Safety&Accreditat

**Job Stream**: Non-Clinical

**Union**: Non Union

**Anticipated Start Date**: May 1, 2025

**FTE**: 1.00

**Anticipated Shift**: Days

**Work Arrangement**: In Person

**Daily Hours Worked**: 7.75

**Annual Base Hours**: 2015

Shared Health leads the planning and coordinates the integration of patient
- centered clinical and preventive health services across Manitoba. The organization also delivers some province-wide health services and supports centralized administrative and business functions for Manitoba health organizations.

**Position Overview**:
The Shared Health Patient Safety and Quality Team works in partnership with frontline managers and staff to advance customer service, quality improvement and patient safety.

Continuous quality improvement is the focal point of all activities undertaken by the Shared Health Patient Safety and Quality Team with special emphasis on best practices as related to physician/staff communication and care.

The principles guiding the quality improvement activities of Shared Health/the region relate to using a balanced score card approach that addresses the 4 dimensions of quality established by the Canadian Council on Health Services Accreditation: client/community focus, system competency, system responsiveness, and work life.

**Main Function**
Reporting to the Shared Health Lead of Quality, Patient Safety and Accreditation, the incumbent assists in the achievement of Shared Health’s Goals and Objectives through the commitment to improving the delivery of care and services to patients. The primary focus is on patients/families, Managers of Patient Care, and direct care providers.
- Conducts data analysis/interpretation to facilitate decision-making.
- Conducts investigations, root cause analysis and reviews to recommend changes necessary for safe practice.
- Partners with other managers to facilitate practice changes and operationalize process/system improvement (based on prudent practice and evidence from literature review).
- Advocates for patient safety by ensuring safe practices that are evidence based.
- Mitigates risk to patients/environment to avoid litigation and avoid damage to Shared Health reputation (Complaints/CCO/Near Misses/COs).
- Tracks changes assigned to Management to identify they are acted upon and implemented, thereby further mitigating risks to patient safety and the corporation.
- Manages and coordinates educational activities for Shared Health staff to facilitate a culture of learning.
- Identifies strategies to improve safety and coordinate implementation/roll-out plans for same (i.e. Safety Huddles/Walk-Abouts).
- Provides leadership and support by working directly with patients/families and front-line managers.
- Coordinates, investigates, and resolves patient/family requests/concerns and complaints.
- Partners with Program/Service Teams to make quality improvements to foster positive client relations, address complaint trends and enhance future client satisfaction.
- Serves as lead on investigations for CCOs/Near Misses reported by patients/families.

**Experience**:

- Minimum of five years recent relevant direct patient care experience in a health care setting.
- Evidence of working knowledge of the principles of quality, risk management and patient safety inclusive of occurrence reporting, disclosures, and process mapping.
- Education/experience as a facilitator/educator preferred.

**Education (Degree/Diploma/Certificate)**:

- Degree or diploma in a health care discipline.
- Bachelors or graduate degree in communications, health care, nursing or social sciences preferred.
- University of Manitoba Quality Management certificate required.
- An equivalent combination of education and experience may be considered.

**Certification/Licensure/Registration**:

- Active member in good standing of an associated regulatory body as appropriate.
- A valid Manitoba driver’s license.

**Qualifications and Skills**:

- Demonstrated [level] leadership capabilities. The provincial health system in Manitoba has adopted the LEADS in a Caring Environment framework.
- Demonstrated excellence in interpersonal, verbal, and written communication and public speaking skills.
- Demonstrated organization skills.
- Demonstrated ability to work independently.
- Demonstrated ability to work with groups and teams.
- Ability to develop and maintain positive working relationships with staff.
- Evidence of creativity in problem-solving.
- Working knowledge of relevant legislation.

**Physical Requirements**:

- Good physical and mental health to meet the demands of the position. May be required to travel throughout the service area requiring a valid Manitoba driver’s license and use of a personal motor vehicle.Please note that an e

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