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Patient Care Quality Coordinator
2 months ago
Salary
The salary range for this position is CAD $34.68/Hr. - CAD $49.85/Hr.Position Overview
We are seeking a Patient Care Quality Coordinator to contribute to the mission of Vancouver Coastal Health (VCH).
In alignment with the Vision, Purpose, and Values of Vancouver Coastal Health Authority (VCH), the safety of patients and staff is paramount and a collective responsibility; therefore, the commitment to ongoing enhancement of quality and safety is integral to this role.
Key Responsibilities of the Patient Care Quality Coordinator include:
Assist Vancouver Coastal Health (VCH) in fostering and sustaining effective relationships with our patients, clients, and residents. Manage all incoming feedback, including complaints, concerns, inquiries, and compliments from both internal and external stakeholders, assessing the nature and urgency of each. Conduct initial assessments and resolutions for complaints, or refer more complex issues to a PCQO Liaison for further action. Oversee the department's system for tracking, analyzing, and reporting client feedback activities within the BC Patient Safety & Learning System (PSLS). Provide analytical support to the Regional Manager, Regional Director, and PCQO Liaisons in the monitoring, management, resolution, and education regarding patient/client/resident matters. Collaborate closely with all members of the PCQO team, VCH Executive Office, Quality & Patient Safety, Risk Management, and Communications and Public Affairs, referring all client feedback issues that may pose liability or other risks to VCH.Qualifications
Education & Experience
A Bachelor's degree in a relevant human services field. Three to five (3 to 5) years of recent, related experience in public and client relations, preferably within a healthcare environment, or an equivalent combination of education, training, and experience.Knowledge & Skills
Proven ability to interact effectively with the public and staff in a courteous, tactful, and diplomatic manner. High level of discretion and maturity in managing confidential information in sensitive and potentially emotionally charged situations. Strong decision-making skills to effectively triage incoming complaints and inquiries from patients, families, and staff. Demonstrated understanding of complaints management, the BC Patient Safety & Learning System (PSLS), quality improvement processes, and clinical/medical terminology. Proficient in software applications, including Word, PowerPoint, and Excel. Ability to work under pressure and meet deadlines. Capacity to work independently and organize tasks efficiently. Physical capability to perform the duties associated with the position. Why Consider Vancouver Coastal Health (VCH):
VCH is recognized as a leader in medical care, research, and education, serving over one million residents in British Columbia. At VCH, we encourage innovative thinking, prudent risk-taking, and proactive approaches to achieve optimal outcomes for patients and their families. We are committed to fostering healthy lives in healthy communities by emphasizing our dedication to care, connection to the communities we serve, and our collaborative culture that makes VCH an excellent workplace.
• Comprehensive health benefits package, including MSP, extended health and dental, and a municipal pension plan.
• Opportunities for career growth through employer-funded training and leadership development.
• Wellness support services, including counseling, critical incident response, and innovative wellness programs available for employees and their immediate families.
• Recognition programs to honor staff, medical staff, and volunteers.
• Access to exclusive discounts and offers for VCH staff.
VCH values equity, diversity, and inclusion as fundamental to our goals of creating a supportive workplace and delivering exceptional care. We recognize and accommodate individual differences and ensure that all prospective and current employees have the opportunity to thrive.
