Quality and Patient Relations Assistant

3 days ago

Mississauga, Canada Home and Community Care Support Services Full time

**Job Description**:
Reporting to the Director, Quality and Risk, the Quality and Patient Relations Assistant provides support to the Quality and Risk team in the maintenance and advancement of an organizational culture of quality improvement and in the receipt and management of escalated patient complaints. The position also provides administrative support to the Quality and People Leadership (Directors/Managers) as needed.

**KEY RESPONSIBILITIES**

**Quality Improvement and Risk Management**:

- ** **Supports the Quality and Risk team in key activities including: the implementation, maintenance and improvement of the organization’s quality improvement and risk management processes and framework; planning and execution of quality improvement initiatives including the preparation of presentation materials and reports; the collection, auditing and analysis of quality, safety and risk data including data checks within the organization’s event management system (ETMS)
- Administrative support for team reviews/quality of care reviews in follow-up to a patient safety incident including scheduling with internal and external stakeholders, note taking and the development of draft reports for review and approval
- Primary contact with service providers for reporting of patient safety incidents entered into ETMS
- Acts as ETMS administrator including the back end maintenance of ETMS

**Patient Relations**:

- Supports the Patient Relations Specialist in the receipt and acknowledgment of escalated complaints and reporting within ETMS and the prioritization and escalation of complaints for management and resolution
- Provides administrative support for team calls in the management and resolution of patient complaints including scheduling with internal and external stakeholders and note taking
- Develops draft letters to patients/families in response to the complaint for review/approval by the Patient Relations Specialist
- Acts as primary contact with service providers for the reporting of patient complaints in ETMS

**Administrative Duties**:

- Provides administrative support to Quality and People Leadership Team including preparation, review, processing and distribution of correspondence, presentations and reports
- Monitors, maintains and processes departmental budgetary records, reports and transactions as required
- Supports the maintenance of the organization’s policies and procedures framework and infrastructure including the master database of organizational policies and procedures and the Policy and Procedure Intranet site
- Prepares and collates internal or external survey information

**QUALIFICATIONS**

**Education, Training & Experience**
- Post-secondary Certificate or Diploma in Business Administration, general administration or related field (or equivalent combination of education and experience)
- Two to three years’ experience providing administrative support to leaders, experience in a health care organization is an asset
- Experience in quality improvement practices/ methodology (Lean, Six Sigma or other improvement system in health care)
- Experience in patient relations specifically the receipt and management of patient complaints
- Experience using an Human Resources Information System (HRIS), Learning Management System (LMS), and/or SharePoint an asset

**Skills and Attributes**
- Excellent customer service skills
- Ability to analyze information, problem-solve and make good decisions
- Accountable for own actions and decisions, making decisions within the scope of the position and referring issues/problems/events to the Director/Manager as required
- Flexible, adaptable and responsive to change
- Demonstrated ability to integrate information from a variety of sources into effective briefing materials, presentations, reports and summaries
- Strong verbal skills and ability to effectively engage stakeholders both virtually and in person
- Detail oriented, well organized and able to manage time and multi-task to accomplish a variety of tasks, sometimes with conflicting priorities and timelines
- Basic project management skills

In line with our fundamental values of collaboration, respect, integrity and excellence, Home and Community Care Support Services is an inclusive employer which respects equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve.

Home and Community Care Support Services has implemented a mandatory vaccination policy across the province that requires all staff to be fully vaccinated against COVID-19. Applicants being considered for employment will be required to provide proof of vaccination documentation confidentially to Human Resources upon hire. Any medical or human rights exemption requests will be reviewed and validated prior to an offer of employment.

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