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Patient Relations Liaison

2 months ago


Winnipeg, Manitoba, Canada WRHA Corporate Full time
Job Summary

We are seeking a highly skilled Patient Relations Liaison to join our team at WRHA Corporate. As a key member of our organization, you will play a critical role in building and maintaining positive relationships with patients, families, and caregivers.

Key Responsibilities
  • Conflict Resolution and Complaint Management: Facilitate conflict management and complaint resolutions for complex and sensitive situations, ensuring that all concerns are given impartial consideration and appropriate responses.
  • Patient Resource and Liaison: Serve as the primary liaison between patients and site/service stakeholders, responding to patients' complaints or critical incidents, and providing consistent communications during critical incident reviews.
  • Communication and Information Sharing: Receive, acknowledge, and act as a primary contact for patients, families, and friends regarding their concerns and complaints about healthcare services provided, including partnering with patient safety to provide consistent communications during critical incident reviews.
  • Quality Improvement and Patient Experience: Provide input and recommend potential quality improvements based on information from patients, families, and caregivers regarding their experiences to enhance future patient experience.
  • Culture of Safety and Inclusion: Foster a culture of safety and inclusion, supporting health services leaders in contributing to building a healthy culturally safe workplace and positive environments.
Requirements
  • Experience: 5 years of experience working directly with patients and families, with 3 years of experience applying and implementing quality, risk management, and patient safety principles and procedures.
  • Education: Post-secondary degree in a relevant discipline such as health/social sciences, communications, health information services from an accredited educational institution.
  • Certification/Licensure/Registration: Active member in good standing of an associated regulatory body as appropriate.
Physical Requirements
  • Work Environment: Must be able to work safely in a typical computerized office environment, with frequent meetings including in clinical care rooms at hospitals and/or resident care facilities.
  • Travel: Travel to other health services facilities throughout the province requiring a valid Manitoba driver's license and use of a personal motor vehicle.