Patient Relations Consultant

3 months ago

Barrie, Canada Royal Victoria Regional Health Centre Full time

**Job Description**:
The Quality and Risk Management department supports patient advocacy; patient safety; continuous quality improvement; risk analysis, mitigation and management and litigation; process improvement; privacy and freedom of information; legislation compliance; post discharge calls; and Accreditation. Patient Advocacy is supported through the Patient and Family Experience Office. The goal of the Patient and Family Experience Office is to provide a safe, supportive environment where patients and families can share their comments, suggestions, compliments and concerns. As well, the Patient and Family Experience Office assists patients and families with navigating the health system and providing consultation to the organization regarding patient relations. As a **Patient Relations Consultant** you will advocate, advise, counsel, educate, navigate, and support patients and their families in matters pertaining to the hospital and current health care system. Provide feedback to patients, families and staff.

**Education**:

- Undergraduate degree Nursing, Heathcare Leadership, or Quality Improvement (QI) required
- Two to five years experience delivering clinical care
- Demonstrated knowledge of adult learning styles, QI processes and advanced consulting methods
- Facilitating instructional skills (MBTI, etc.) and/or Coaching Certification (Accredited program) a strong asset
- Previous work experience with metric based performance evaluation systems (i.e. Balanced Scorecard)
- Conflict Resolution training
- Proficient computer skills including MS Office
- Proficient oral and written communication skills
- Health Care related knowledge

**Experience**:

- 5 years professional experience in a similar role, preferably in a complex healthcare setting
- Working knowledge of current legislation of Governing Health Care Facilities (e.g. Public Hospital Act, Mental Health Act, Quality of Care Information Protection Act, and the Coroners’ Act)
- Working knowledge of regulatory bodies
- Knowledge of Quality improvement methodologies such as LEAN
- Working knowledge of Quality Improvement Plans
- Demonstrated ability to plan and facilitate

**Competencies**:

- Coaching skills and Certification with an Accredited program
- Commitment to growth and development of leaders, teams and self
- Strong knowledge of measurement and goal setting methodology
- Ability to engage stakeholders in a timely and sensitive manner, align and deliver outcomes within established timeframes
- Proven ability to develop relationships and influence others collaboratively to resolve difficult situations
- Rapid assessment and critical thinking
- Strong presentation and communication skills with a strong ability to coach, mentor and motivate others
- Results oriented self-starter with the ability to manage multiple, competing priorities in a fast-paced environment
- Ability to draw insightful impressions from objective data to identify process and organizational culture issues in need of improvement
- Superior analytical, problem solving, research, relationship building and conflict resolution skills
- Knowledge of the Ontario healthcare system, applicable legislation, administrative, clinical and departmental principles and protocols
- Understanding of cultural dynamics and funding structures in a health care environment

**Responsibilities**:

- Provide support and coaching on Always Practices
- Monitor Quality Care Review recommendations and support leaders to ensure quality improvement is obtainable in a timely manner
- Ensure that all of RVH's quality and safety activities are in compliance with relevant legislation and corresponding regulations and accreditation requirements.
- Work collaboratively with key stakeholders on the implementation of the organization's Quality Plan.
- Analyze data and information to successfully formulate strategies to ensure regulatory readiness and quality outcomes
- Provide onsite support to front-line staff to ensure quality and safety guidelines are being met in accordance to hospital standards
- Support a “safety is our promise” environment, consult with and provide advice to organizational leaders regarding error prevention strategies; design programs that employ best practices to reduce preventable adverse events across the organization
- Review incident reports and investigate actual/potential, safety/liability issues
- Take a lead role in strengthening a culture of patient safety which encourages prevention, reduces errors and safeguards patients from harm
- Exhibits the core values of Royal Victoria Regional Health Centre: Work Together, Respect All, Thing Big, Own It and Care

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