Patient Experience Specialist

6 days ago

Oshawa, Canada Lakeridge Health Full time

Non-Union

Patient Experience Specialist

Patient Services Administration Department

TEMPORARY FULL TIME (1 year contract)

LAKERIDGE HEALTH OSHAWA - travel between sites as required

**Salary**: $36.312 - $48.661

The Patient Experience Specialist provides support to programs, departments and services to ensure that the patient and family experience is aligned with Lakeridge Health's commitment to providing an exceptional experience of care. The Patient Experience Specialist is accountable for visibly role modeling the values and attributes of staff working in a hospital focused on an outstanding patient and family experience. This includes a focus on quality, safety, risk mitigation and building internal capacity with staff, physicians and volunteers to improve the patient and family experience. The Patient Experience Specialist provides timely response and supports the patient, family, staff and physicians in the compliments and complaints process.

Qualifications:

- Undergraduate Degree with a minimum of 3 years clinical experience preferred;
- Previous experience in a Patient Relations Role, or customer service role;
- Mediation experience is an asset;
- Knowledge in Patient and Family Centred Care principles and concepts;
- Understanding of patient relations;
- Excellent interpersonal skills in negotiation, conflict resolution and consensus building with a participative / consultative style that brings consensus;
- Ability to relate effectively with front-line staff and all levels of management, physicians, patients and families;
- Excellent verbal and written communication skills;
- Demonstrated excellent organizational, problem solving, and time management skills;
- Strong critical thinking skills;
- Effective at building relationships and gaining credibility with stakeholder groups;
- Self-directed and able to deal with multiple stakeholders while managing multiple priorities and workload management;
- Ability to relate to diverse age, cultural, and demographic backgrounds;
- Proficient in Microsoft Office;
- Demonstrated commitment to our core values of Inclusion, Compassion, Innovation, Teamwork and Joy;
- Demonstrates a commitment to customer service when dealing with patients, colleagues, volunteers and other members of the community and public;
- Demonstrated understanding of and, commitment to Lakeridge Health's comprehensive safety program and practices including staff, patient, and environmental safety and participation in regular in-service education in this area;
- Demonstrated pattern of good attendance and work record.

CONDITIONS OF EMPLOYMENT:
The terms and conditions of employment are in accordance with Lakeridge Health's policies and procedures.

Lakeridge Health thanks all applicants, however, only those selected for an interview will be contacted.

Accommodation will be provided in all parts of the recruitment and assessment process as required under Lakeridge Health's Employment Accommodation policy. Applicants need to make their needs known in advance.

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