Physician Complaints Resolution Consultant

Health PEI values the different ideas, perspectives, and backgrounds that a diverse, equitable, and inclusive workplace culture can bring. Not only does this help us deliver better outcomes, andmore innovation, but it also creates a safer space for our patients when our employees are more reflective of the communities we serve. It is important for us to create an environment where our employees are comfortable bringing their authentic selves to work and challenging the status quo to make Health PEI a better more inclusive employer and healthcare system. We recognize we have more work to do but finding intentional ways to grow our understanding and support of those who have faced barriers due to accessibility, ethnicity, ancestry, gender identity, age, sexual orientation, language or other grounds is a key priority for us. We encourage underrepresented groups to join our team, be yourself, and help us achieve our vision of for an inclusive workplace and healthcare system.

**Duties**:

- Inform and update CMO/ Director of Medical Affairs and Medical Directors/Department Heads on all physician complaints received by Health PEI (regardless of the physician’s pay modality).
- Identify and communicate any risk potential risk for negative media exposure or litigation related to concern/complaint files to CMO and Director of Medical Affairs.
- Provide consultation and advice to CMO/ Director of Medical Affairs and Medical Directors/Department Heads on matters related to follow-up and investigation of physician concerns/complaints to ensure timely resolution and appropriate follow-up with the complainant.
- Coordinate external reviews and provide support to the physician expert contracted to conduct a review of a patient record(s)/program area, as a result of an investigation into a physician concern/complaint.
- Consult and liaise with Quality Risk Team and Risk Advisor on files that could have the potential to lead to litigation or negative media exposure against the organization.
- Consult/liaise with non-physician leaders on matters related to concern/complaint and compliment processes.
- Develop process maps to illustrate appropriate pathways to manage physician concerns/complaints and compliments. Utilize LEAN methodologies and other strategies to implement new processes.
- Develop template forms/ letters for CMO and Medical Directors/Department Heads to ensure consistency of processes to manage concerns/complaints.
- Contribute to revisions and changes made to appointment and privileging processes.
- Ensure Medical Staff Bylaws incorporates processes related to concern/complaint proceedings.
- Develop documents, templates to support and document the complaint process according to the Medical Staff Bylaws.
- Assist with activities such as preparing reports, proposals, gathering data, developing policy statements, contributing to briefing notes, and drafting responses to requests for information from other organizations, government departments, and/or Health PEI divisions as it relates to physician concerns/complaints.
- Contribute to a positive workplace culture by modeling Just Culture philosophy, leadership and a culture of gratitude.

**Minimum Qualifications**:

- Baccalaureate degree in a clinically related health field;(or non-clinical field requiring significant experience in clinical operations)
- Masters preferred
- Registered or ability to be registered with their regulatory body or professional association in PEI
- Considerable management and/or administrative experience in a health care setting
- Considerable experience in areas of quality management principles and processes, risk management and results measurement.
- Extensive experience in a healthcare setting with considerable experience/knowledge with PEI Healthcare system
- Conflict resolution skills or education and experience in Alternative Dispute Resolution is considered an asset
- Considerable working knowledge of medical legal terminology. Ability to navigate and understand patient medical records
- Considerable experience chairing/ facilitating meetings
- Considerable experience delivering/presenting/facilitating education sessions
- Demonstrated working knowledge and experience working with Health Legislation, Medical Staff Bylaws, Health PEI strategic plan, policies and procedures
- Experience with project management in a healthcare environment
- Excellent collaboration skills and experience working with physicians and multidisciplinary health care teams.
- Considerable leadership communication and interpersonal skills that can be employed in a complex environment with multiple stakeholders
- Strong analytical and problem-solving skills to collect and analyze data/information in support of investigative processes and complaint resolution
- Excellent written/verbal communication skills, proven interpersonal organization and group facilitation skills
- Demonstrated strong e-literacy skills in programs such as Power Point, Excel, Offi