Director, Patient Care Quality Office

**Salary**: The salary range for this position is CAD $59.56/Hr. - CAD $85.62/Hr.
Summary:
Reporting to the Vice President, Quality and Safety, the Director, Patient Care Quality Office (PCQO)
- Oversees and leads the planning, development, implementation, and evaluation for an organization-wide patient relations system in keeping with the Mission, Vision, Values, and strategic directions of Providence Health Care (PHC).
- Responsible for a diverse and complex corporate portfolio, including participation and support in policy and decision-making for a variety of departmental, hospital, organizational, and regional initiatives.
- Acts on behalf of the organization in dealing with issues raised by patients, residents, families, physicians, and staff from within PHC and from other facilities, organizations, and services.
- Establishes systems to support systematic and continuous improvement-related issues, processes, and practices at PHC.
- Responsible for supporting the commitment to cultural humility and and to further the organization’s ongoing and collective work in support of Indigenous Peoples’ experiences of culturally safe and appropriate health care services.
- Oversee corporate and regional responsibilities, handling complex and sensitive issues with sound judgment.
- Collaborate with key departments, including Communications, Public Affairs, Risk Management, Finance, and Program Directors, to address system-wide challenges.
- Lead high-impact projects that improve patient care, service delivery, and overall healthcare experience across PHC.

What You Bring:
**Education, Training and Experience**
- Master’s degree in health-related field
- Minimum of ten (10) years recent related experience in patient relations and conflict resolution management including leadership experience in a health care environment or an equivalent combination of education, training, and experience.
- Experience in human resource management is an asset.

**Skills and Abilities**
- Demonstrated knowledge of pertinent laws and legislation, including the Patient Care Quality Review Board, the Freedom of Information and Protection of Privacy Act and the Residents' Bill of Rights.
- Demonstrated knowledge of health care disciplines and their role in patient care.
- Demonstrated facilitation skills.
- Demonstrated excellent leadership, creativity, project management and organizational skills and the ability to outline recommendations to senior levels.
- Demonstrated ability to identify and analyze situations and problems such that viable solutions can be found.
- Demonstrated ability to approach tasks and problems such that total systems and strategies are considered.
- Demonstrated ability to communicate effectively both verbally and in writing such that messages are understood. Demonstrated understanding of the essence and subtleties of the communication and the intended audience.
- Demonstrated ability to work under pressure.
- Demonstrated ability to maintain and refine priorities in a complex and varied environment.
- Demonstrated commitment to change and process management.
- Demonstrated ability to respond to the health care needs of the public and community partners.
- Demonstrated ability to seek partnership opportunities and actively promotes positive relations.
- Demonstrated awareness of the interdependence between organizational systems and its participants and the ability to consider the whole in the formulation of solutions.
- Demonstrated ability to plan and establish a course of action for self and others that are results oriented.
- Demonstrated computer skills necessary to understand and utilize information systems and operate word processing, spreadsheets, and database technology.
- Physical ability to perform the skills of the job.

What We Offer:

- **Competitive salary**: $116,588 - $167,601 CAD annually depending on experience
- ** Comprehensive** benefits**: Receive a robust medical and dental benefits package, as well as paid vacation
- ** Pension** plan**:Work towards a comfortable retirement through employer-matched contributions to one of Canada's strongest pension plans
- ** Meaningful impact**: Your dedication and expertise will directly impact the lives of patients, including many from marginalized communities.
- ** State-of-the-art facilities**: The new St.Paul’s Hospital and health campus will be the most innovative approach to the delivery of integrated care in B.C. and Canada, designed to appropriately address the future health needs of patients, families and our communities. From hospital care to primary and community health solutions, the new St. Paul’s Hospital and health campus will continue to lead innovations in care, research, and teaching. The new St. Paul’s Hospital is expected to open in 2027.
- **Inclusive culture**: We respect the diversity, dignity and interdependence of all persons. We value the cultural richness that our diverse workforce brings to the care of our equally diverse