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Patient Relations Associate
2 weeks ago
Job Category: Professional Hospital Location: Newmarket ON Job Type: Permanent, Full time Number of Positions: 1 Minimum - Maximum Hourly Rate: $35.03 - $41.64
**Why Join Our Team?**
- A best-in-class workplace environment that prioritizes a culture of belonging and wellness.
- Progressive health and dental benefit plans.
- HOOPP pension plan with employer and employee premium sharing.
- Enhanced wellness initiatives, including virtual fitness classes and on-site gym memberships.
About the role:
The Patient Relations Associate supports the intake, documentation, and coordination of patient feedback per the Excellent Care for All Act (ECFAA), organizational policies, and best practices in patient-centered care. The role requires an understanding of relevant legislation, including awareness of the Apology Act, to ensure respectful, compliant, and compassionate communication with patients and families. This position supports the timely resolution of concerns by coordinating meetings, maintaining case documentation, tracking timelines, and providing administrative support throughout the resolution process.
This role supports the patient experience by addressing compliments and minor to intermediate complaints, providing timely responses, and escalating more complex matters to senior representatives. The Associate also participates in simple disclosure conversations, identifies trends and service gaps, and supports the team in fostering a culture of continuous improvement and patient-centred care.
**What you'll be doing**:
- Responds to compliments and minor concerns, and triages more complex complaints to the appropriate Patient Relations Representative.
- Ensures documentation is accurate, timely, and aligned with internal policy and regulatory requirements.
- Assists in the resolution of minor and intermediate complaints by liaising with departments and drafting responses under supervision.
- Participates in simple disclosure conversations alongside Patient Relations Representatives or leadership.
- Tracks and monitors the status of all open files and provides regular updates to the Manager and team.
- Supports the implementation of service recovery strategies to enhance patient and family satisfaction.
- Provides administrative support during disclosure preparation, including document organization and coordinating the availability of key stakeholders.
- Analyzes patient feedback data to identify recurring themes, emerging risks, or opportunities for improvement.
- Supports the preparation of summary reports and dashboards highlighting trends and departmental learnings.
- Works collaboratively with the Patient Experience and Patient Relations teams to develop tools and resources for quality improvement efforts.
- Participates in departmental quality initiatives aimed at addressing service gaps identified through patient feedback.
- Maintains awareness of organizational priorities and aligns reporting insights to support patient experience and safety initiatives.
- Utilizes data from multiple sources including Qualtrics (patient experience surveys), RL6 (incident and compliment reporting), and LEAP (leader rounding data) to develop and maintain departmental scorecards. These scorecards are used to monitor performance, identify trends, and support data-informed decision-making across departments to improve the overall patient experience.
**What you bring**:
- Minimum of a bachelor’s degree in human services, social work, psychology or a related field. Alternative dispute resolution, negotiation and mediation training is preferred.
- Minimum of 1-2 years experience in Patient Experience and Patient Relations required
- Familiarity with patient relations or complaint management processes in a healthcare setting is an asset.
- Strong analytical thinking and documentation skills with high attention to detail.
- Understanding of healthcare privacy and confidentiality practices.
- Strong conflict resolution and de-escalation skills, with the ability to manage sensitive or emotionally charged situations calmly and respectfully.
- Maintains professionalism under pressure and in emotionally charged situations
- Self-motivated and able to work independently with mínimal supervision
- Skilled in basic data analysis and using insights to support quality improvement initiatives
- Ability to recognize patterns or themes in patient feedback and escalate emerging trends
- Clear and effective communication skills, with the ability to convey information in a respectful, concise, and compassionate manner to diverse audiences, including patients, families, and staff.
- Demonstrated excellent computer skills with proficiency in Microsoft Office software (e.g. Word, Excel, Power Point and Outlook) and patient information systems.
- Demonstrated commitment to the safety of co-workers and patients
Southlake Health is fully committed to a culture of belonging and an inclusive environment that encourages every team member to lea
