Patient Experience Liaison Specialist
5 days ago
We are seeking an experienced Patient Experience Liaison Specialist to join our team at WRHA Corporate. As a key member of our patient experience department, you will play a critical role in ensuring that patients and families receive high-quality care and support throughout their healthcare journey.
About the RoleThis is a full-time position that requires 5 years of experience working directly with patients and families. The ideal candidate will have a strong understanding of quality, risk management, and patient safety principles and procedures, as well as experience delivering services to culturally diverse individuals from various backgrounds.
Key Responsibilities- BUILD RAPPORT AND TRUST WITH PATIENTS, CARE HOME RESIDENTS, THEIR FAMILIES AND FRIENDS FROM VARYING CULTURAL, SOCIOECONOMIC, AND RELIGIOUS BACKGROUNDS TO ASSIST THEM IN NAVIGATING THE HEALTH SYSTEM BY HANDLING ALL REQUESTS WITH SENSITIVITY AND PROVIDING INFORMATION AND APPROPRIATE RESOURCES OR REFERRALS
- FACILITATES CONFLICT MANAGEMENT AND COMPLAINT RESOLUTIONS FOR THE MOST COMPLEX AND SENSITIVE SITUATIONS. THE POSITION SERVES AS A PATIENT RESOURCE FOR MATTERS RELATED TO COMPLAINT RESOLUTION, COMPLIANCE, POLICIES AND PROCEDURES
- ACT AS THE PRIMARY LIAISON BETWEEN PATIENT AND SITE/SERVICE STAKEHOLDERS WHEN RESPONDING TO PATIENTS' COMPLAINTS OR CRITICAL INCIDENTS
- RECEIVE, ACKNOWLEDGE, AND ACT AS A PRIMARY CONTACT FOR PATIENTS, CARE HOME RESIDENTS, FAMILIES AND FRIENDS REGARDING THEIR CONCERNS AND COMPLAINTS ABOUT THE HEALTH CARE SERVICES PROVIDED, INCLUDING PARTNERING WITH PATIENT SAFETY TO PROVIDE CONSISTENT COMMUNICATIONS DURING CRITICAL INCIDENT REVIEWS
- Post-secondary degree in a relevant discipline such as health/social sciences, communications, health information services from an accredited educational institution
- A certificate in quality management, patient safety, mediation or conflict resolution are assets
- Active member in good standing of an associated regulatory body as appropriate
The successful candidate must be able to work safely in a typical computerized office environment; frequent meetings including in clinical care rooms at hospitals and/or resident care facilities, and to lift and carry items of up to approximately 10 kg. Travel to other health services facilities throughout the province requiring a valid Manitoba driver's license and use of a personal motor vehicle. Must be able to work flexible hours to accommodate service requirements through scheduled overtime and on call work as required.
CompensationThe estimated salary for this position is $65,000 - $85,000 per year, depending on experience and qualifications.
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