Associate, Patient Care Quality Office
2 weeks ago
**Job Description**:
In accordance with the Vision, Purpose, and Values, and strategic direction of the Vancouver Island Health Authority (Island Health) patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
Reporting to the Manager, Patient Care Quality Office, the Patient Care Quality (PCQ) Associate contributes to the effective operation and administration of the Patient Care Quality Office (PCQO) by providing support and coordination to the processes related to the identification, management, resolution and education of patient / client / resident issues and complaints. The Associate will be responsible for compiling reports, setting up and maintaining files, answering the PCQO intake line and entering data into PSLS complaints module and spreadsheets. The Associate works in collaboration with Patient Care Quality Officers and key stakeholders, internal to the organization, to facilitate resolution of complaints and minimize risk exposure to the organization. The PCQ Associate monitors the reporting cycles and information flow within the Quality, Research and Safety Portfolio, and for development of recommendations related to ongoing improvement of the Complaints Module within the PSLS.
**QUALIFICATIONS**:
**Education, Training And Experience**:
A level of education, training and experience equivalent to a Diploma in a related human services discipline and five (5) years' recent related experience in conflict resolution or crisis intervention.
**Skills And Abilities**:
- Proven ability to perform a high volume of work accurately, efficiently, and promptly under pressure.
- Ability to effectively organize workflow in a logical sequence and be able to adapt quickly to changing priorities
- Motivated, detail oriented, organized, and the ability to perform in a fast paced, dynamic team environment.
- Demonstrated commitment and motivation to continuous self-improvement.
- Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and -Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents' Bill of Rights.
- Demonstrated knowledge of client relations and complaints management best practices.
- Demonstrated ability to exercise judgment and sensitivity working with complex, confidential and sensitive issues.
- Demonstrated knowledge of health care system issues and functions.
- Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
- Ability to educate and provide consultation to healthcare professionals.
- Ability to develop, coordinate and deliver educational programs and presentations.
- Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team and understanding the frameworks of other disciplines.
- Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs.
- Demonstrated ability to organize and prioritize workload in a complex environment.
- Advanced writing skills.
- Ability to operate related equipment.
**Job Requirements**:
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