Patient Concerns Consultant

Your Opportunity:
As a Patient Concerns Consultant (PCC), you hold a pivotal role at the forefront of the Patient Relations Department. Your primary focus is to adeptly handle, & address concerns raised by patients & their families regarding care provided by AHS & affiliated/contracted providers. Responsibilities encompass receiving, clarifying, & thoroughly investigating concerns, demonstrating exceptional communication & negotiation skills with individuals at all levels within the organization. PCC’s play a vital role in orchestrating the resolution process, meticulously monitoring each step from initiation to closure. Your expertise lies in fostering constructive relationships while managing sensitive issues with diplomacy & discretion. You diligently work towards resolving concerns for patients/families by clarifying the concern with feedback providers & the expectation for resolution. You assess & identify risk to AHS, engage with additional levels of leadership as the investigation evolves, propose methods of response (written, verbal, or patient/family meetings) & recommend strategies to reviewers while working with patients/families for disclosure, through properly obtain approvals, following the outcome of reviews. Your role extends beyond conflict resolution; you serve as an educator & coach, imparting knowledge on the concerns management processes to patients, families, AHS leadership, & external stakeholders. With a deep understanding of the AHS Patient Concerns Resolution Process (PCRP) per the PCRP Regulation AR 28/2016, you navigate each case with precision & integrity to proactively assess & lessen risks to AHS via finding the most accountable parties required for the investigation process. Your recommendations for response methods & disclosure strategies are informed by a meticulous understanding of each unique situation, while prioritizing privacy & accountability.

Description:
Your expertise is sought after by a diverse range of referral sources, including the public, contracted service providers, regulatory bodies, & governmental entities. By embodying the principles of empathy, professionalism, & diligence, contributing significantly to the enhancement of patient experience & organizational excellence within AHS. As a Patient Concerns Consultant (PCC), you serve as a vital link between patients, families, healthcare providers, and the broader healthcare system. Leveraging your extensive healthcare expertise and finely honed decision-making abilities, you collaborate closely with medical professionals and personnel throughout AHS as well as the Quality Health Improvement Portfolio, to meticulously address patient and family concerns and complaints with a blend of timeliness, empathy, and professionalism. In your role, you adeptly navigate multifaceted investigations, your responsibilities extend to handling issues of clinical, ethical, procedural, and technical nature, demonstrating your comprehensive understanding of the intricacies of healthcare delivery. Through your dedication and adeptness, you contribute significantly to upholding the highest standards of patient care, ensuring that every concern is met with thoroughness, sensitivity, and a commitment to excellence.
- **Recovery Alberta**:N
- ** Classification**:Consultant
- ** Union**:Exempt
- ** Unit and Program**:Patient Relations
- ** Primary Location**:Southport Tower
- ** Location Details**:Eligible to work hybrid (on/off site) within Alberta
- ** Negotiable Location**:Within Calgary Zone
- ** Employee Class**:Regular Full Time
- ** FTE**:1.00
- ** Posting End Date**:22-NOV-2024
- ** Date Available**:02-DEC-2024
- ** Hours per Shift**:7.75
- ** Length of Shift in weeks**:2
- ** Shifts per cycle**:10
- ** Shift Pattern**:Days
- ** Days Off**:Saturday/Sunday
- ** Minimum Salary**:$30.00
- ** Maximum Salary**:$51.54
- ** Vehicle Requirement**:Not Applicable

**Required Qualifications**:
Minimum of Bachelor’s degree in health care management or administration, business administration or a related health care field and five years progressively responsible experience in health care in an organization of significant size, complexity and diversity. Active registration with the applicable professional association or college. Demonstrated clear pattern of professional/personal development Equivalencies of education and experience may be considered.

**Additional Required Qualifications**:
**Preferred Qualifications**: