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Bilingual Disability Resolution Specialist

2 months ago

Old Toronto, Ontario, Canada Ontario Health Full time
Job Summary

We are seeking a highly skilled and experienced Bilingual Disability Resolution Specialist to join our team at Ontario Health. As a key member of our Complaints Services team, you will play a critical role in providing timely, equitable, and respectful front-line response and resolution of complaints relating to Ontario's public hospitals, long-term care homes, community surgical and diagnostic centres, and home care.

Key Responsibilities
  • Complaint Intake:
    • Provide immediate, front-line response to inquiries from complainants, health sector organizations, and the public, addressing concerns and complaints, helping with healthcare system navigation and explaining Patient Ombudsman services, mandate, and jurisdiction.
    • Conduct interviews with stakeholders over the phone, or in person/in writing as appropriate, clarifying requests and complaints, identifying key issues, determining eligibility/validity of complaint and jurisdictional applicability, and providing guidance on steps to be taken to formally address concerns, creating case files, and gaining stakeholder permission to access records to proceed with the PO resolution process.
    • Extract relevant information through interviews, evaluating root causes of issues and degree of distress/anxiety/agitation of complainant, assessing complexity, sensitivity and associated risks of issues and taking active steps to mitigate risks and diffuse situations.
    • Working independently and in consultation with the Complaint Services team and Patient Ombudsman staff, determines appropriate courses of action to resolve issues/cases, formulating opinions on fairness, identifying when cases should be closed, referred, or escalated internally, and ensuring all involved parties are apprised of decisions.
  • Complaint Resolution/Case Management:
    • Reviews and analyzes assigned complaint files to identify and frame key issues, conducting preliminary case file reviews, determining validity of complaint and jurisdictional applicability, assessing fairness issues, researching, and gathering all relevant information and documentation, and identifying and applying appropriate dispute resolution strategies to help to resolve complaints informally.
    • Provides initial contact responses by telephone, e-mail, web form, written correspondence and in-person, prioritizing complaints, obtaining and clarifying pertinent information, and following up with complainants and health sector organization representatives as required to ensure response timeframes and effectively managed and a common understanding of complaint/issues.
    • Provides appropriate information and referrals in response to complaints falling outside the jurisdiction of, or are premature for, Patient Ombudsman to consider.
    • Analyzes case file information and issues, consolidating relevant information, assessing associated risks and sensitivities, determining appropriate courses of action to close or escalate a file, and ensuring all between-party correspondence is prepared in a timely manner.
    • Identifies opportunities to connect complainants and health sector organizations, engaging respectfully, facilitating information exchange, negotiating outcomes, resolving disputes, and preparing decisions to close or refer case files
    • Ensures complex, sensitive, high profile, or systemic issues are brought to the attention of the Manager, Complaint Services and/or members of the Patient Ombudsman team for direction, further investigation, and recommendations.
    • Prepares all case file correspondence, official letters, and documentation, adapting prepared templates as appropriate to ensure complaints are thoroughly and accurately described, and ensuring all relevant communiqués and file documents detail the case file status and outcomes, are easy to understand and reflect an impartial and unbiased position and appropriate tone of the Patient Ombudsman.
    • Ensures that all paper and electronic information relating to an enquiry or complaint is up-to-date and documented appropriately in the case management system.
    • Assists investigation team members as approved by the Manager, Complaint Services, collaborating on case file investigations, providing background information, document preparation, and research support and input to support escalated case file resolution.
  • Quality & Risk Management:
    • Ensures compliance with all relevant policies, procedures and legislative/regulatory requirements.
    • Monitors complaint/case file documentation and background follow-up information, ensuring all information is accurate, complete and appropriately documented in accordance with internal templates, protocols, and guidelines.
    • Identifies potential high-profile/high-risk cases that may involve media, legal, and public interests.
    • Maintains an in-depth understanding and awareness of all pertinent healthcare legislation, interpreting and monitoring changes to programs and shifts in legislative/regulatory requirements, and determining impact on complaint issues to inform case file decisions and recommendations.
    • Develops relationships with team members, participating on committees, sharing information and expertise, collaborating with seasoned experts to discuss alternative approaches, resolve issues and participate on projects and initiatives.
    • Develops effective working relationships with professional associations and industry colleagues to share information and maintain currency on emerging best practices and/or shifts in legislation/regulations and participate in outreach/engagement events to promote PO services and processes as required.
    Requirements
    • Post-secondary education in health sciences, social sciences, law, alternative dispute resolution, or an acceptable combination of education, training, and experience.
    • Minimum of 3 years' experience providing intake and complaint handling services within a healthcare/health sector or ombuds organization, or a similar type organization.
    • Experience using Microsoft Office suite, and familiarity with using case/complaint management systems (CMS) and/or call centre technologies.
    Preferred Qualifications
    • Excellent written and oral communication skills
    • Bilingual in English and French preferred
    • Self-starter with a proven ability to work independently and with a team.
    • Capable of multitasking, balancing the need to resolve issues quickly with the exercise of good judgement and effective and thorough analysis.
    • Knowledge of public hospitals, long-term care homes, community surgical and diagnostic centres, and/or home care systems, operations, resources and governing and regulatory bodies.
    • Proven experience understanding and interpreting legislation, policies and procedures.
    • Demonstrated commitment to customer service and quality principles in service delivery.