Patient Relations Specialist

The Patient Relations Specialist supports the organization’s commitment to provide the best care experiences, promoting care and service that reflects the organization’s Mission and Values. Reporting to the Manager of Patient Experience, the Patient Relations Specialist works with patients, their families and hospital staff to facilitate the effective resolution of patient and family feedback, striving to improve mutual understanding and enhance relationships. This role serves as a first point of contact for patients and families with questions/concerns /compliments and is responsible for: intake of information, coordinating and supporting staff, leaders and physicians in the review/investigation and follow up of patient concerns and mediating conflict. The Patient Relations Specialist is also responsible for administrative tasks such as management of the feedback database, documenting/coding feedback, ensuring integrity of the data and report generation. In partnership with the Manager and other stakeholders the Patient Relations Specialist will identify opportunities for service recovery and quality improvement and will support internal partners based on best practices in patient relations

Note: This role would be primarily based at the Providence Healthcare site supporting Patient Relations, but this would also include remote support for Patient Relations at both St. Michael’s Hospital and St. Joseph’s Health Centre.

**Main Responsibilities**:

- Coordinates the timely review of patient/family concerns including chart reviews, meetings with staff, managers, physicians and the tracking of case follow up to ensure the timely closure of complaints
- Mediates and negotiates the resolution of conflict between patients/family and the Health Care Team and assists in de-escalation of concerns.
- Coordinates and facilitates patient/family meetings in response to concerns.
- Coaches and mentors staff and physicians in resolving patient complaints and acts as an expert resource to resolve complex complaints.
- Identifies quality of care/risk/safety issues and improvement opportunities.
- Prepares written responses to concerns and compliments.
- Manages RL6 Feedback database which includes documenting/coding feedback, ensuring integrity of the data and report generation.
- Assists the Manager in identifying trends, analyzing and interpreting feedback data, and making recommendations to leadership regarding areas of focus for improvement.
- Provides support and facilitation for patients/families to navigate the system, interpret policy/legislation.
- Identifies opportunities for service recovery and supports internal partners based on best practices in patient relations.

**Qualifications**:

- Health Related degree required (Masters preferred) and membership with Regulated Health Profession College
- Minimum 5 years related hospital experience, working with patients and families and health care teams, and experience and skill in working with Mental Health and diverse populations
- Experience with Patient Relations preferred
- Demonstrated skill in conflict resolution, mediation, negotiation and facilitation with the ability and confidence to collaborate with staff/physicians at all levels
- Highly developed communication skills (written and verbal)
- Strong organizational, critical thinking and problem-solving skills with the ability to work with complex issues, manage competing priorities and a high volume of cases maintaining attention to detail
- Exceptional interpersonal skills, high level of maturity and empathy and demonstrated ability to be fair/objective, and handle sensitive situations with diplomacy, tact and professionalism
- Demonstrated understanding of/commitment to UHT’s Mission and Values, strong customer service orientation and respect for/belief in the value of the patient/family as essential members of the health care team
- Must have knowledge and understanding of Hospital processes and Legislation (Excellent Care for All Act, Health Care Consent Act, Substitute Decisions Act, Mental Health Act, PHIPA)
- Self-directed and highly collaborative
- Demonstrated commitment to professional development and build skill set for Patient Relations role
- Satisfactory Attendance Record.