Indigenous Patient Care Quality Officer

2 weeks ago


Vancouver, British Columbia, Canada PHSA Full time
Job Description

Job Title: Indigenous Patient Care Quality Officer

Job Summary: We are seeking an experienced and dedicated Indigenous Patient Care Quality Officer to join our team at PHSA. The successful candidate will provide leadership and consultation in the identification, management, resolution, and education of patient/client issues, with a primary focus on supporting complaints made by Indigenous patients and families.

Key Responsibilities:

  • Provide expert support to Directors, Medical Directors, and Managers in the management of client feedback activities, bringing an Indigenous-specific decolonizing and anti-racist lens to the management of Indigenous and non-Indigenous patient/client and family feedback and complaints activities.
  • Collaborate with key stakeholders regarding patient/client complaints and concerns, and support a culturally safe and appropriate resolution of issues.
  • Minimize risk to the organization by working with risk management as needed.
  • Promote the use of the client feedback information management system to effectively track and manage client feedback.
  • Provide advice and consultation regarding the management of Indigenous client feedback/complaints, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant's satisfaction.
  • Work in partnership with other staff as needed to support Indigenous patients and families to report concerns about care.
  • Assist Indigenous and non-Indigenous families and clients with the complaints process, with a priority focus on supporting Indigenous patients and families.
  • Facilitate effective triaging of complaints, determine appropriate action, and timely follow-up in response to patient/family complaints or related situations.
  • Assist in the maintenance and development of the client feedback information management system, ensuring that client feedback is documented, the status of investigation and resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes.
  • Serve as a liaison between patients/families and the organization and the community, with a focus on Indigenous patients/families and Indigenous communities, assisting patients/families to know and understand their rights and responsibilities and to navigate through the organization's processes.
  • Remain current on relevant legislation, regulations, standards, and common law, collaborating with other departments such as Legal Services, Information, Access & Privacy, and Risk Management.
  • Provide and facilitate education opportunities for key stakeholders and staff about the unique experiences and priorities of Indigenous patients/families and the requirement of enhancing cultural safety and humility throughout complaints processes.

Requirements:

  • A level of education, training, and experience equivalent to a Bachelor's degree in Health Administration or one of the health disciplines or other relevant area, plus three (3) years' related conflict resolution/crisis intervention experience, including one (1) year of recent related experience in any of the following areas: Indigenous-specific anti-racism work, or work in the Indigenous health sector, inclusive of facilitation related to Indigenous cultural safety, Indigenous health administration, or direct health service delivery.
  • Comprehensive knowledge of Indigenous cultural safety and humility within health services contexts and completion of training in Indigenous cultural safety and trauma-informed practice.
  • Preference will be given to candidates who identify as Indigenous, including First Nations, Métis, or Inuit.

What We Offer:

  • A comprehensive benefits package, including a municipal pension plan and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accrual.
  • PHSA is a remote work-friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Location: 1333 W Broadway, Vancouver, BC V6H 1G9

Requisition #: 167517E



  • Vancouver, British Columbia, Canada PHSA Full time

    Job Title: Indigenous Patient Care Quality OfficerAt PHSA, we are committed to providing high-quality patient care that is safe, effective, and respectful of Indigenous cultures. We are seeking an experienced Indigenous Patient Care Quality Officer to join our team.Job Summary:The Indigenous Patient Care Quality Officer will provide leadership and...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job Title: Indigenous Patient Care Quality OfficerAt PHSA, we are committed to providing high-quality patient care that is safe, effective, and respectful of Indigenous cultures. We are seeking an experienced Indigenous Patient Care Quality Officer to join our team.Job Summary:The Indigenous Patient Care Quality Officer will provide leadership and...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job Title: Indigenous Patient Care Quality OfficerAt PHSA, we are committed to providing high-quality patient care that is safe, effective, and respectful of Indigenous cultures. We are seeking an experienced Indigenous Patient Care Quality Officer to join our team.Job Summary:The Indigenous Patient Care Quality Officer will provide leadership and...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job Title: Indigenous Patient Care Quality OfficerAt PHSA, we are committed to providing high-quality patient care that is safe, effective, and respectful of Indigenous cultures. We are seeking an experienced Indigenous Patient Care Quality Officer to join our team.Job Summary:The Indigenous Patient Care Quality Officer will provide leadership and...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job Title: Indigenous Patient Care Quality OfficerAt PHSA, we are committed to providing high-quality patient care that is safe, effective, and respectful of the unique needs and experiences of Indigenous patients and families.Job Summary:The Indigenous Patient Care Quality Officer plays a critical role in ensuring that patient care is delivered in a...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job Title: Indigenous Patient Care Quality OfficerAt PHSA, we are committed to providing high-quality patient care that is safe, effective, and respectful of the unique needs and experiences of Indigenous patients and families.Job Summary:The Indigenous Patient Care Quality Officer plays a critical role in ensuring that patient care is delivered in a...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job DescriptionJob Title: Indigenous Patient Care Quality OfficerJob Summary:The Indigenous Patient Care Quality Officer provides leadership and consultation in the identification, management, resolution and education of patient/client issues, and works in collaboration with key stakeholders to facilitate resolution of complaints, with a primary focus of...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job DescriptionJob Title: Indigenous Patient Care Quality OfficerJob Summary: We are seeking a highly skilled and experienced Indigenous Patient Care Quality Officer to join our team at PHSA. The successful candidate will provide leadership and consultation in the identification, management, resolution, and education of patient/client issues, with a primary...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job SummaryThe Provincial Health Services Authority (PHSA) is seeking a highly skilled and experienced Indigenous Patient Care Quality Officer to join our team. This is a unique opportunity to make a meaningful contribution to the delivery of high-quality patient care and to support the development of a culturally safe and inclusive healthcare...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job SummaryThe Indigenous Patient Care Quality Officer provides leadership and consultation in the identification, management, and resolution of patient/client issues, with a primary focus on supporting complaints made by Indigenous patients and families.Key ResponsibilitiesProvides expert support to Directors, Medical Directors, and Managers in the...


  • Vancouver, British Columbia, Canada PHSA Full time

    Job SummaryThe Indigenous Patient Care Quality Officer provides leadership and consultation in the identification, management, resolution, and education of patient/client issues, with a primary focus on supporting complaints made by Indigenous patients and families.Key ResponsibilitiesProvides expert support to Directors, Medical Directors, and Managers in...


  • Vancouver, British Columbia, Canada Providence Health Care Full time

    Job Title: Director, Indigenous Patient and Family ExperienceAbout the Role:We are seeking a highly skilled and experienced Director to lead our Indigenous Patient and Family Experience team. As a key member of our leadership team, you will be responsible for developing and implementing strategies to improve the patient and family experience for Indigenous...


  • Vancouver, British Columbia, Canada Providence Health Care Full time

    Job DescriptionProvidence Health Care is seeking a highly skilled and experienced Director to lead our Indigenous Wellness and Reconciliation team. The successful candidate will be responsible for overseeing the Indigenous Wellness Liaison program and providing strategic and transformational leadership to the evolution of the IWL service models,...


  • Vancouver, British Columbia, Canada Providence Health Care Full time

    Job SummaryThe Director of Indigenous Wellness Services will lead the development and implementation of strategies to improve the patient experience for Indigenous peoples at Providence Health Care. This role will require strong leadership and collaboration skills to build relationships with Indigenous Patient Experience leads across Health Authorities and...


  • Vancouver, British Columbia, Canada Providence Health Care Full time

    Job DescriptionProvidence Health Care is seeking a highly skilled and experienced Director to lead its Indigenous Wellness and Reconciliation team. The ideal candidate will have a strong background in Indigenous health, cultural safety, and leadership.About the Role:Oversee the development and implementation of the Indigenous Wellness and Reconciliation...


  • Vancouver, British Columbia, Canada Providence Health Care Full time

    Job Title: Director, Indigenous Patient and Family ExperienceAbout the Role:We are seeking a highly skilled and experienced Director to lead our Indigenous Patient and Family Experience team. As a key member of our leadership team, you will be responsible for developing and implementing strategies to improve the patient and family experience for Indigenous...


  • Vancouver, British Columbia, Canada Providence Health Care Full time

    Job Title: Director, Indigenous Patient and Family ExperienceAbout the Role:We are seeking a highly skilled and experienced Director to lead our Indigenous Patient and Family Experience team. As a key member of our leadership team, you will be responsible for developing and implementing strategies to improve the patient and family experience for Indigenous...


  • Vancouver, British Columbia, Canada PHSA Full time

    About the RoleThe Indigenous Patient Navigator (IPN) is a vital position that supports integration with existing navigational and advocacy support currently provided by community and regional health authority partners.This role aims to improve access to appropriate care for Indigenous communities and organizations, ensuring that health care services are...


  • Vancouver, British Columbia, Canada Providence Health Care Full time

    Job Title: Director, Indigenous Patient and Family ExperienceAbout the Role:We are seeking an experienced and passionate leader to join our Indigenous Wellness and Reconciliation team as the Director of Indigenous Patient and Family Experience. This is an exciting opportunity to make a meaningful impact on the health and well-being of Indigenous patients and...


  • Vancouver, British Columbia, Canada Providence Health Care Full time

    Job Title: Director, Indigenous Patient and Family ExperienceAbout the Role:We are seeking an experienced and passionate leader to join our Indigenous Wellness and Reconciliation team as the Director of Indigenous Patient and Family Experience. This is an exciting opportunity to make a meaningful impact on the health and well-being of Indigenous patients and...