Patient Experience Specialist, Ft

3 months ago

St Catharines, Canada Niagara Health System Full time

The Patient Experience Specialist works collaboratively with all levels of staff and physicians across Niagara Health (NH) to promote an extraordinary patient experience in keeping with Niagara Health's core values. The Patient Experience Specialist facilitates the resolution of issues and identifies opportunities for improvement with a commitment to strengthening relationships between NH and its patients/families. The role promotes a positive patient experience, providing support to patients/families and working to ensure concerns are handled openly, on a timely basis and with the utmost confidentiality and sensitivity. This position provides support and advice to members of the NH team regarding patient relations and best practice research; monitors and analyzes key indicators of the Patient Experience Program, identifies trends and opportunities for quality improvement/risk mitigation; prepares and presents reports; provides service excellence education and ensures legislative compliance in the provision of service. The role oversees positive recognition of staff and physicians through the Star compliments program. This role also supports partnership with our patients and families via the Niagara Health Engagement Network (NHEN). This position will report to the Manager of Patient Experience and Engagement.

**QUALIFICATIONS**:

- Bachelor's degree in a healthcare/related field
- 3-5 years healthcare or related experience demonstrating excellent customer service, writing and problem solving skills with individuals and groups; clinical experience an asset
- Demonstrated commitment to ongoing personal development (i.e. problem solving, creative thinking, and conflict mediation/resolution skills, etc.)
- Evidence of excellent customer service and inter-personal communication skills. Ability to, resolve conflict, practice active listening, build relationships and have attention to detail
- Excellent verbal and written communication, critical thinking and compassion while working within a multi-disciplinary team that may include corporate clients, management, medical and support staff
- Bilingual French fluency preferred
- Ability to communicate with all levels of staff and appropriately manage challenging situations in real-time
- Alternative Dispute Resolution techniques, including negotiation and mediation are an asset
- Demonstrated awareness and adherence to established standards of professional practice and personal conduct
- Working knowledge and understanding of legislation as it applies to patient relations and hospital settings (Excellent Care for All Act - ECFA, Healthcare Consent Act - HHCA, Personal Health Information Protection Act
- PHIPA)
- Experience in oral presentation, data analysis, report generation, investigation and report writing skills
- Demonstrated understanding and compliance with confidentiality and privacy requirements
- Excellent computer skills (i.e. Access, Excel, Word, PowerPoint, Outlook, Project, Feedback Monitor Pro, etc.)
- Flexible, self-directed and able to work effectively with mínimal supervision
- Must be able to travel between all Niagara Health sites and be flexible to attend other sites as needed
- Regular and consistent attendance required

Recruitment Specialist: Ashley Cowell
- We are especially interested in connecting if you..._
- Value diversity, equity and inclusion;_
- Are excited about being part of a respectful and hard-working team in the beautiful Region of Niagara;_
- Identify as a member of one or more of the following equity-deserving groups: Indigenous persons, racialized, persons with disabilities, persons of diverse sexual orientations and gender identities and all others who may contribute to the further diversification of ideas._
- Have background or expertise in the healthcare environment, supporting patient care and providing extraordinary customer-service._
- In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Niagara Health will provide accommodations through the recruitment process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation._
- At Niagara Health, we are committed to advancing diversity, equity and inclusion. As a part of this work, we collect information on Ontario Human Rights Code grounds and non-Code grounds in order to: hire and retain diverse talent, prevent and/or address systemic barriers to access and opportunity, improve service delivery and programs and advance diversity and inclusion overall. All identification questions are optional and include a "prefer not to answer" option._

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