Patient & Family Experience Specialist

**About SickKids**:
Dedicated exclusively to children and their families, The Hospital for Sick Children (SickKids) is one of the largest and most respected paediatric healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and education. Our reputation would not have been built - nor could it be maintained - without the skills, knowledge and experience of the extraordinary people who come to work here every day. SickKids is committed to ongoing learning and development, and features a caring and supportive work environment that combines exceptionally high standards of practice.

When you join SickKids, you become part of our community. We share a commitment and determination to fulfill our vision of _Healthier Children. A Better World_.

Don’t miss out on the opportunity to work alongside the world’s best in paediatric healthcare.

**Position Description**:
**Here’s What You’ll Get to Do**
- Work from an anti-oppressive/anti-racist perspective
- Liaise with patients, family members, significant others, and relevant hospital personnel to facilitate effective management and resolution of complaints, concerns, and compliments
- Deploy appropriate communication skills and techniques (i.e. active listening, open body language, appreciative inquiry, etc) to effectively manage resolution of concerns from start to finish and/ or prevent escalation of conflict
- Utilize crisis management skills/ abilities and deploy advanced communication skills to help defuse confrontational situations
- Develop and implement an action plan that will facilitate handling complaints from start to finish
- Demonstrate skill and capacity for remaining calm and avoids arguing, criticizing, defending, or judging while encouraging the complainant to express their concerns
- Perform administrative duties to ensure the efficient and effective operation of the department
- Attend and actively participate in department meetings
- Manage the complaints and compliments data base to facilitate documentation, retrieval of information, creation of reports and analysis of data identifying gaps, trends, and opportunities
- Ensure Senior Manager, Child & Family
- Centred Care and Health Equity is kept abreast of all cases by providing regular updates
- Perform other duties as assigned or requested, such as proactively enhancing the patient experience through rounding, participating in hospital committees, presenting findings and information about Office of Patient and Family Experience to other hospital programs, engaging in other Centre or hospital initiatives and projects, and supporting the Family Centre

**Here's What You'll Need**
- Completion of a recognized baccalaureate degree or diploma in Nursing, Social work, or other allied health; master's degree an asset
- Registration with a licensing body such as the College of Nurses of Ontario or Ontario College of Social Workers & Social Service Workers, etc.
- Lived experience as a member of the African Diaspora
- Minimum five years related experience
- Clinical health care experience
- Demonstrated experience and knowledge of anti-Black racism/anti-oppression work
- Strong familiarity with human rights principles
- Experience working with patients and families
- Experience working with individuals and teams
- Experience working in a healthcare environment
- Excellent oral and written communications skills with the ability to communicate objectively and effectively with patients, families, and staff at all levels
- Excellent interpersonal skills
- Exceptional listening skills and ability to demonstrate empathy
- Excellent mediation, conflict resolution, and negotiation skills with the ability to negotiate diplomatically across clinical and non-clinical lines
- Excellent organizational and time management skills
- Excellent analytical, assessment and advocacy skills
- Ability to use discretion and diplomacy, while being sensitive to individual needs
- Ability to use good judgment and make decisive and independent decisions
- Ability to work effectively and remain composed in a high-pressure environment
- Understanding of the health care system and processes

**Employment Type**

Full-Time, Permanent

This position offers full benefits including health and dental coverage, vacation time, sick time, personal days, LTD, life insurance and the opportunity to participate in the SickKids Pension plan.

**Our Commitment to Diversity**:
The children and families we care for are from a variety of communities, and so are our employees. We welcome and encourage everyone to join our organization and be part of our team.

Thank you for your interest in joining SickKids. Only those applicants selected for an interview will be contacted. In accordance with our Hospital policy, employment at SickKids is conditional upon the Hospital’s receipt of all necessary documentation.

**How t