Patient Concerns Consultant

Your Opportunity:
As a Patient Concerns Consultant (PCC) you will be responsible for receiving, exploring, and responding to patient concerns that are submitted to the Patient Relations Department. You will be guided by the Alberta Health Services Patient Concerns Resolution Process (PCRP) as per the Patient Concerns Resolution Process Regulation AR 28/2016. Sources of referral may include the public, patients/families, contracted service providers, Alberta Ombudsman, professional colleges, Protection of Persons in Care, Office of the Public Guardian and Minister of Health’s office. As a PCC your role is to receive, clarify, explore and respond to concerns from patients and family members regarding care received from AHS or contracted service providers of AHS. In addition, the PCC role will navigate the patients/family’s concern by communicating, mediating, and negotiating with all levels of leadership, monitor the review process with the concern initiator and review team, play a key role in establishing, fostering, and managing relationships while facilitating the resolution of complex and sensitive issues and educate and coach patients/families, AHS leadership and external stakeholders on concerns management processes. The PCC will work to resolve the concern for the patient/family and AHS by clarifying the concern with the complainant and the expectation for resolution, assess and identify risk to AHS, determine stakeholders who are required to be involved in concerns review, engage with additional levels of leadership as the concerns review evolves, propose a recommended method of response i.e. written, verbal and/or patient/family meeting,; recommend to the patient/family strategies to have the review information shared with the patient/family following the outcome of the review.

Description:
As a Patient Concerns Consultant (PCC) you will have an advanced clinical knowledge base and proven complex decision
- making skills and will work collaboratively with physicians and staff across Alberta Health Services to address patient and family concerns in a timely, respectful, and appropriate manner. You will manage clinically diverse, complex and high-risk reviews involving multiple stakeholders and sensitive situations. Concerns received may be clinical, ethical, procedural and/or technical in nature.
- **Classification**:Consultant
- ** Union**:Exempt
- ** Unit and Program**:Patient Relations
- ** Primary Location**:Edmonton General Hospital
- ** Location Details**:Eligible to work hybrid (on/off site) within Alberta
- ** Negotiable Location**:Within Edmonton Zone
- ** Temporary Employee Class**:Temp P/T Benefits
- ** FTE**:0.80
- ** Posting End Date**:21-AUG-2025
- ** Date Available**:01-SEP-2025
- ** Temporary End Date**:28-AUG-2026
- ** Hours per Shift**:7.75
- ** Length of Shift in weeks**:2
- ** Shifts per cycle**:8
- ** Shift Pattern**:Days
- ** Days Off**:Saturday/Sunday
- ** Minimum Salary**:$30.90
- ** Maximum Salary**:$53.08
- ** Vehicle Requirement**:Not Applicable

**Required Qualifications**:
Minimum of baccalaureate degree in a Healthcare field plus appropriate licenses or designations. A minimum of five years progressively responsible clinical experience in health care, ideally in an organization of significant size, complexity and diversity. A demonstrated clear pattern of professional and personal development. Equivalencies of education and experience may be considered.

**Additional Required Qualifications**:
Effective communicator with strong organizational skills, client-focused orientation and commitment to providing quality services. Strong track record in establishing and maintaining effective working relationships with internal and external stakeholders. Excellent analytical and decision-making skills. Demonstrated ability and comfort with coaching and teaching and the ability to influence and build confidence in others. Demonstrated strong critical thinking, conflict management and de-escalations skills. Demonstrated attributes of patience, empathy and compassion.

**Preferred Qualifications**:
Master’s degree. Health care experience in a managerial or educational role. Experience and training in dealing with complex issues through mediation, negotiation or in a dispute resolution setting. Experience and training in investigative techniques/methodology.