Patient Experience Representative

3 weeks ago

Brampton, Canada William Osler Health System Full time

**Company Description**
One of Canada's Best Diversity Employers and Greater Toronto's Top Employers for many consecutive years, William Osler Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with Exemplary Standing, the highest rating a Canadian hospital can receive. As a major Ontario hospital system, and home to some of the biggest specialty and emergency departments in the country, Osler serves the 1.3 million residents of Brampton, Etobicoke and surrounding communities. We are proud to offer you incredible exposure to best-in-class health care delivery and challenging hands-on opportunities to stay at the top of your game.

A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without boundaries.

At Osler, we invest in careers that go beyond where health care professionals like you can achieve their goals and find deep personal and professional fulfillment. Join our team today

Reporting to the Manager, Patient Experience, the role of the Patient Experience Representative is to ensure the patient and family voice is heard and demonstrate a commitment to patient and family engagement where all feedback in the form of a complaint, compliment and inquiry is acknowledged, responded to, documented and shared to enable quality improvement and organizational learning.

Accountabilities:

- Lead a timely, impartial and consistent patient relations process in accordance with Regulation 188/15 of the Excellent Care for All Act (ECFAA) (2015)
- Collaborate with clinical teams and operational programs to mutually resolve complaints and participate in a culture of transparency and shared learnings where patient, substitute decision maker, estate trustee and family feedback contribute to improving patient experience, and enhancing quality and patient safety
- Provide coaching for clinical and operational teams to promote people centred care and service recovery best practices and facilitate an efficient and effective complaints management process through to resolution
- Liaise with Enterprise Risk Management, Quality, Professional Practice, Medical Staff Office, Communications, etc. as required to facilitate resolution of the complaint/concern to ensure organizational risk is appropriately managed
- Participate in critical and serious incident quality of care reviews (QCCR) and facilitate secondary disclosure meetings with clinical colleagues and either the patient/patient representative/estate trustee and/or family as necessary in accordance with the Disclosure of Harmful Patient Safety Incidents Policy
- Ensure timely communication is maintained during the QCCR process with patients, patient representatives, estate trustees and families and support communication and in-person meetings with patients/families when required
- Identify compliments and opportunities to recognize excellence in people centred care whenever possible, and help teams to celebrate and share these successes
- Document and adhere to standardized expectations regarding complaint management documentation and related follow up activities into a database to track and trend patient/patient representative and family feedback
- Respond to complaint management requests from the provincial patient ombudsman in a thorough and standardized manner
- Orient new staff to the Patient Experience office and the patient relations process including complaint resolution and compliment management program via our corporate orientation program

**Qualifications**
- University degree in a health related or equivalent field (Masters degree in a health related or equivalent field an asset)
- Regulated health professional designation an asset
- Awareness of and/or lived experience with equity, inclusion and anti-discrimination practices an asset
- Minimum three years recent experience in a patient relations role within a healthcare setting or minimum one year recent experience in a leadership role within a health care setting
- Training and/or courses in the following areas: complaint management, mediation training, conflict negotiation, crisis intervention, alternative dispute resolution
- Understanding of the health care system, locally, provincially and federally with knowledge of health legislation including ECFAA, Freedom of Information and Privacy Protection Act and Personal Health Information Protection Act
- Experience and knowledge of departmental functions and interdependencies in acute care settings
- Superior judgment, analytical, problem solving, negotiation and conflict resolution skills in managing complex and sensi

  • Customer Experience Representative

    1 month ago

    Brampton, Canada Metro Supply Chain Full time

    JOIN OUR TEAM Metro Supply Chain is a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14...

  • Customer Service Representative

    1 week ago

    Brampton, Canada Lifemark Health Group Full time

    **Customer Service Representative - pt Health - North Brampton Physiotherapy** **Permanent Part-Time** **Location: 36 Vodden St.** **Brampton, Ontario** Are you passionate and dedicated to making a positive impact on people’s health and wellness? Do you thrive on having the satisfaction of being on a driven team of industry experts and building a...

  • Patient Care Coordinator

    1 month ago

    Brampton, Canada Medrehab Group Full time

    **About us** **Responsibilities**: - Greet and check-in patients, ensuring a positive and welcoming experience - Schedule appointments and manage the appointment calendar - Collect and verify patient information, including insurance details - Assist with electronic medical records management and data entry - Answer phone calls and respond to inquiries in a...

  • Patient Service Associate

    4 weeks ago

    Brampton, Canada Alpha Physiotherapy and Rehab Clinic Sandalwood Full time

    Education: Secondary (high) school graduation certificate - Experience: 1 year to less than 2 years **Tasks**: - Supply and empty bed pans - Take patients' blood pressure, temperature and pulse - Serve meal trays and feed patients - Weigh, lift, turn and position patients - Deliver messages, reports, requisitions and specimens between departments - Make...

  • Csr-customer Service Representative

    2 hours ago

    Brampton, Canada Lifemark Health Group Full time

    **Job Title: Customer Service Representative** Location: Lifemark - The Sports Medicine Specialists & SDK Bracing- 247 McMurchy Avenue South- Brampton, Ontario- Employment Status: Casual Part-Time- Schedule: Thursday (15:00 - 20:00) - Rate Compensation: $16.50 - $18.00 per hourAre you ready to be part of a dynamic team of industry experts and make your mark...

  • patient service aide

    4 weeks ago

    Brampton, Canada OSTEOHEALTH osteopathy clinic inc. Full time

    Education: Secondary (high) school graduation certificateExperience: Will trainTasksSupply and empty bed pansTake patients' blood pressure, temperature and pulseWeigh, lift, turn and position patientsMake beds and maintain patients' roomsSupervise patients' exercise routinesAdminister first aid in emergency situationsPersonal suitabilityOrganizedWork Term:...

  • patient service aide

    4 weeks ago

    Brampton, Canada OSTEOHEALTH osteopathy clinic inc. Full time

    Education: Expérience: EducationSecondary (high) school graduation certificateTasksSupply and empty bed pansTake patients' blood pressure, temperature and pulseWeigh, lift, turn and position patientsMake beds and maintain patients' roomsSupervise patients' exercise routinesAdminister first aid in emergency situationsPersonal...

  • Medical Assistant/ Patient Technician

    1 month ago

    Brampton, Canada Uvisiongroup Full time

    Job descriptionMedical Assistant/Receptionist Full-Time, Fixed-term contractJob SummaryUptown Eye Specialist is currently looking for the position of Medical Assistant / Receptionist to join our amazing team. This role is responsible for offering a quality customer service experience and ensuring that a high level of patient care is always maintained. The...

  • Medical Assistant/ Patient Technician

    1 month ago

    Brampton, Canada Uvisiongroup Full time

    Job descriptionMedical Assistant/Receptionist Full-Time, Fixed-term contractJob SummaryUptown Eye Specialist is currently looking for the position of Medical Assistant / Receptionist to join our amazing team. This role is responsible for offering a quality customer service experience and ensuring that a high level of patient care is always maintained. The...

  • Medical Assistant/ Patient Technician

    1 month ago

    Brampton, Canada Uvisiongroup Full time

    Job descriptionMedical Assistant/Receptionist Full-Time, Fixed-term contractJob SummaryUptown Eye Specialist is currently looking for the position of Medical Assistant / Receptionist to join our amazing team. This role is responsible for offering a quality customer service experience and ensuring that a high level of patient care is always maintained. The...

  • Outside Sales Representative

    4 days ago

    Brampton, Canada Reliable Tube Full time

    Reliable Tube Ontario is a Solid family oriented business. We require an outside sales representative to cover the Brampton east to Barrie north area. Car allowance and gas card supplied Good company benefits and pension minimum 2 years selling steel If the add is still up we are still looking Pay: $75,000.00-$80,000.00 per year **Benefits**: -...

  • Pharmacy Experience Specialist

    1 week ago

    Brampton, Canada Pillway Full time

    **Key Responsibilities**: - ** Enhanced Patient Onboarding**: Conduct engaging and informative onboarding sessions for new patients, clearly outlining our services and the benefits of transferring their prescriptions to Pillway Pharmacy. - ** Verification and Support Calls**: Ensure the accuracy of patient information and prescription details through...

  • Pharmacy Experience Specialist

    1 week ago

    Brampton, Canada Pillway Full time

    **Key Responsibilities**: - ** Enhanced Patient Onboarding**: Conduct engaging and informative onboarding sessions for new patients, clearly outlining our services and the benefits of transferring their prescriptions to Pillway Pharmacy. - ** Verification and Support Calls**: Ensure the accuracy of patient information and prescription details through...

  • Pharmacy Experience Specialist

    1 week ago

    Brampton, Canada Pillway Full time

    **Key Responsibilities**: - ** Enhanced Patient Onboarding**: Conduct engaging and informative onboarding sessions for new patients, clearly outlining our services and the benefits of transferring their prescriptions to Pillway Pharmacy. - ** Verification and Support Calls**: Ensure the accuracy of patient information and prescription details through...

  • Customer Experience Representative

    4 days ago

    Brampton, Canada Metro Supply Chain Full time

    JOIN OUR TEAM Metro Green is a division of Metro Supply Chain Inc. a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our...

  • Pharmacy Experience Specialist

    1 week ago

    Brampton, Canada Pillway Full time

    Overview: Pillway Pharmacy is in search of a dedicated and innovative Pharmacy Experience Specialist to join our team in Brampton, Ontario. This role is designed for a passionate individual who aims to redefine and elevate the patient experience within the pharmacy sector. The ideal candidate will be instrumental in facilitating a welcoming onboarding...

  • Patient Care Assistant

    1 month ago

    Brampton, Canada William Osler Health System Full time

    **Company Description** One of Canada's Best Diversity Employers and Greater Toronto's Top Employers for many consecutive years, William Osler Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with Exemplary Standing, the highest...

  • Patient Coordinator

    1 month ago

    Brampton, Canada dentalcorp Canada Full time

    About us: Our Dawson Dental Brampton (Nelson St.) team has been providing dentistry in Brampton for over 30 years. Conveniently located near Brampton GO station at Dawson on Nelson Street West and Main Street North. At Dawson Dental, you will be working alongside a talented, driven, and dedicated team that works like a family. Dawson Dental strives to...

  • Inside Sales Representative

    2 days ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFE Savaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,300 valued associates globally and has 11+ manufacturing facilities...

  • Patient Care Coordinator

    1 month ago

    Brampton, Canada 123Dentist Full time

    The team at **Heartlake Dental Care** located in **Brampton**, ON** is looking for a passionate, hard-working **Patient Care Coordinator** on a **full-time **basis. The ideal **Patient Care Coordinator** for our team will be highly motivated to facilitate the patient’s office experience in being seamless and ensure the patient leaves well informed and...