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Disability Specialist-Bilingual

2 months ago

Toronto, Ontario, Canada Ontario Health Full time
Job Title: Disability Specialist-Bilingual

Ontario Health is seeking a highly skilled Disability Specialist-Bilingual to join our team. As a key member of our Complaint 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:
  • 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.
  • Determine 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.
  • Review and analyze 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.
  • Provide 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.
  • Ensure 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.
  • Prepare 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.
  • Ensure that all paper and electronic information relating to an enquiry or complaint is up-to-date and documented appropriately in the case management system.
  • Assist 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.
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.
  • Bilingual in English and French preferred.
  • 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.

Ontario Health is an equal opportunities employer and welcomes applications from diverse candidates. If you require a disability related accommodation in order to participate in the recruitment process, please contact us and a member of the team will connect with you within 48 hours.

Ontario Health is the provincial agency responsible for ensuring Ontarians receive high-quality health care services where and when they need them.

Building on the expertise and knowledge of our people, we are committed to applying the best of what we collectively do, and in partnership with others, to transform the health system and improve the quality and delivery of care for patients, families, and health care providers.