Patient Experience Quality Improvement Coordinator

6 months ago

Toronto, Canada Humber River Health Full time

Position Profile:
**Humber River Health. Lighting New Ways In Healthcare.**

Since opening our doors in 2015 as North America’s first fully digital hospital and we remain unwavering in our belief that we can change the hospital where we work, the community where we live, and the world of healthcare beyond our borders. Serving a community of 850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team. At Humber River Health, we use a custom combination of technology and clinical expertise to rebuild elements of care. We make technology work for staff and physicians; giving them more time to spend with patients, to eliminate inefficiencies, and to reduce the chance of errors. Humber River Health is formally affiliated with both the University of Toronto and Queen’s University and committed to becoming a community academic hospital. Clinical Excellence, Optimizing Care through Technology and Community Connection frame our Research Strategy.

At Humber River Health, we’re not hoping for a renaissance, we are making it happen. As part of our dynamic team, you can lead the way, as we continue our journey towards high reliability care

We have an exciting opportunity for a **Patient Experience Quality Improvement Coordinator** to join our team within the **Quality & Patient Safety** team**.**

**Availability**: Monday - Friday

**Union**: Non Union

**Responsibilities**:

- Coordinate and assist with the implementation of quality and patient safety initiatives (e.g. patient experience, quality, patient safety, etc.).
- Conduct research, work with internal and external stakeholders including patients and families prepare and analyse information, documenting information into a database/spreadsheet.
- Assist in monitoring project plans and schedules to identify and address discrepancies, track progress, and meet program requirements; identify barriers to project completion for escalation to project sponsor and other stakeholders
- Assist with analyzing current practices and work flows, collect and use data to identify opportunities for improvement, facilitate group discussions, develop and implement changes using change management practices
- Foster a culture of patient quality improvement, safety, and risk reduction
- Coordinate scheduling, quality assurance and administrative activities for the Post Discharge Call Centre (PDCC) (e.g. 3-6 team members)
- Review governmental and organizational standards and guidelines to service design and patient experience to meet ensure legal, regulatory, and quality improvement goals arising from directives
- Co-ordinate with external agencies on patient experience reporting metrics
- Research, analyze, and disseminate new knowledge regarding patient care and safety quality improvement, risk reduction, and improving data driven decision-making
- Assist with the development and maintenance of databases used for information tracking and storage
- Assist teams to prepare reports on quality and risk metrics

**Requirement**:

- Undergraduate degree in Science (Health Sciences, Life Sciences, etc.), Health Policy, Health Management or Health Informatics required
- Minimum of 1-3 years of recent experience in Leading patient experience and high reliability quality improvement initiatives required
- Demonstrated computer skills using MS Office (Outlook, Word, Excel, PowerPoint, Visio, etc.) Project management and tracking tools, Health systems, equipment, and related technologies required
- Knowledge and applied Experience in science Patient Experience improvement approaches, Service design, Quality improvement science (e.g. Lean, Six Sigma, High Reliability) required. Statistical software preferred
- Knowledge and applied Experience Ethnographic research, Statistical analysis, Change/risk management, Project management preferred
- Experience in negotiation, facilitation, problem solving, decision-making, critical thinking, analysis, organization and time management, and interpersonal required
- Experience in crisis management, leadership preferred

**Why choose Humber River Health?**

At Humber River Health, our staff, physicians, and volunteers are lighting new ways in healthcare. We are proud to be recognized as a part of Greater Toronto’s Top Employers by Mediacorp Canada Inc. We support employees by providing evidence-based leadership and cultivating a culture that consistently wows as a Huron Consulting hospital. We are a member of the Toronto Academic Health Science Network (TAHSN) and are deeply involved in research and academic collaboration. We are dedicated to high-quality patient care and demonstrate our values of compassion, professionalism, and respect.

Attracting and retaining a workforce that represents the diverse communities surrounding Humber River Health, is a priority. We encourage applicants from all equity-deserving groups, including but not l

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