Patient Care Quality Liaison

2 months ago

Vancouver, British Columbia, Canada Vancouver Coastal Health Full time

Job Summary:

Vancouver Coastal Health is seeking a Patient Care Quality Liaison to join the Patient Care Quality team. As a key member of the team, you will play a crucial role in establishing and maintaining effective relationships with patients, clients, and residents.

Key Responsibilities:

  • Support Vancouver Coastal Health in its focus on patient-centered care and quality improvement initiatives.
  • Provide leadership and consultation in the identification, management, and resolution of patient/client/resident issues, working collaboratively with key stakeholders to facilitate resolution and minimize risk exposure.
  • Ensure that avenues for patient/client/resident feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner.
  • Develop and implement a system for tracking, analyzing, and reporting client feedback activities, identifying opportunities for improvement and enhancing the overall quality of care.
  • Collaborate with the Quality & Patient Safety, Patient Experience, and Risk Management teams to refer patient/family feedback issues with opportunities for quality improvement, potential liability, or other risks requiring reporting to the Health Care Protection Program.

Qualifications:

Education & Experience:

  • Bachelor's degree in a relevant human services discipline.
  • Three to five (3 to 5) years' recent, related experience in conflict resolution/crisis intervention, or an equivalent combination of education, training, and experience.

Knowledge & Abilities:

  • Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents' Bill of Rights.
  • Demonstrated knowledge of client relations and complaints management best practices.
  • Demonstrated ability to exercise judgment and sensitivity working with complex, confidential, and sensitive issues.
  • Demonstrated knowledge of healthcare system issues and functions.
  • Demonstrated analytical, problem-solving, and conflict resolution skills.
  • Ability to lead, participate, and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
  • Ability to provide consultation to healthcare professionals.
  • Ability to develop, coordinate, and deliver educational programs and presentations.
  • Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team, and understanding the frameworks of other disciplines.
  • Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs.
  • Demonstrated organizational skills and ability to organize and prioritize workload and work under time pressures to meet deadlines.
  • Physical ability to perform the duties of the position.

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