Patient Relations Facilitator

Temporary Full-Time assignment for 12 months

Every patient experience offers insights that can enhance how care is delivered at Sinai Health and beyond. This Patient Relations Facilitator role combines advocacy with collaborative problem-solving to improve experiences across our programs. You'll contribute to timely, thoughtful responses that address patient concerns while supporting staff through complex or sensitive situations. Each case supports a broader effort to make care safer, more consistent, and responsive to patient needs. With exposure to a wide range of clinical services, risk levels, and case complexities, you'll help translate individual feedback into actions that support broader quality improvement and organizational learning.

Is this you?

You recognize that every interaction can carry value beyond a single moment of care. By tracking, documenting, and reflecting on what patients share, you help reveal trends and opportunities that might otherwise go unnoticed. Your analytical mindset helps translate patterns into insight, reinforcing a cycle of learning that guides service enhancement. With these traits, you help ensure that patient perspectives become a meaningful driver of organizational awareness and progress.

Empathy and compassion guide your interactions with patients, families, and colleagues. You bring calm to emotionally heightened situations, listening with respect and helping others feel acknowledged even when outcomes are uncertain. This approach shows up in how you gather and share information, summarizing key details for clinical teams, following-up to confirm next steps, and ensuring updates are communicated respectfully. Your strong communication skills extend beyond day-to-day exchanges, allowing you to communicate effectively with all levels, from frontline staff to senior leaders.

Driven by a belief that every challenge holds potential, you stay focused on what can be improved rather than what can't. You approach obstacles with curiosity and a steady sense of purpose, seeing them as starting points for progress. The broad scope of our clinical setting, spanning acute care, rehabilitation, complex continuing care, offers a level of variety that will enhance your professional range. It's an opportunity to gain meaningful experience that few settings can offer.

About this team:

At Sinai Health, the Patient Relations team plays a vital role in strengthening the patient and family experience. With a presence at Mount Sinai Hospital and Hennick Bridgepoint Hospital, our team supports patients, families, and caregivers across Sinai Health by ensuring concerns are addressed with fairness, respect, and compassion. Our services include listening and resolution support, mediation and facilitation of discussions between families and care teams, and clear guidance about rights, policies, and available resources. We also provide staff and physicians with consultation, tools, and training to improve communication and conflict resolution skills. By reviewing patient feedback, we identify themes and share insights with leaders to drive improvements in quality, safety, and equity. By bridging the perspectives of patients and providers, the team contributes to a culture of learning, collaboration, and continuous improvement.

In this role you will:

• Receive and log patient and family feedback, concerns, and compliments in the Patient Feedback database
• Identify and categorize issues according to level of complexity and risk
• Serve as a point of contact for patients and families regarding feedback and concerns
• Communicate promptly and professionally with patients, families, and staff to clarify concerns and expected outcomes
• Coordinate with clinical and administrative areas to obtain timely responses to feedback
• Facilitate the timely resolution to concerns at a minor & intermediate level, ensuring patients and families remain informed throughout the process
• Provide patients and families with information on hospital policies, procedures, rights, service navigation and available supports
• Support staff and managers in addressing concerns collaboratively and respectfully
• Identify and escalate complex or high-risk concerns (e.g., involving safety, legal, human rights, or organizational risk) to appropriate stakeholders
• Assist in gathering information or documentation as needed for escalated cases
• Ensure completeness and accuracy of case documentation in the Patient Relations database
• Assist with compiling routine raw data extraction, summaries or metrics on patient feedback trends to support quality improvement initiatives
• Participate in regular team meetings and debriefings to discuss process improvements
• Contribute feedback to enhance the patient relations process and improve the patient experience
• Perform other duties consistent with the job classification as required

Job Requirements

Job Requirements:

Mandatory

• Bachelor's degree in health or social sciences
• Certification and or advanced training in mediation, risk management and patient family centred care, ethics
• 2 years of experience working in a clinical health care environment

Preferred

• Registered with active membership in a regulated health profession

Skills and Knowledge

• Knowledge of health risk management practices and health law (i.e. human rights and health equity complaints, risk management processes, civil litigation, relevant legislation e.g. ECFAA, AODA, PHIPA)
• Knowledge and experience of hospital organization and health care delivery system
• Excellent listening, interviewing, verbal and written communication skills, with the ability to liaise objectively and effectively with patients, families and staff at all levels of the Hospital
• Demonstrated proficiency in computer skills, including familiarity with database applications and statistical analysis
• Ability to function independently and co-operatively in a multidisciplinary environment
• Excellent organizational and time management skills
• Demonstrated ability to use discretion, act maturely and be sensitive to individual needs
• Demonstrated ability to use good judgement and make decisive and independent decisions
• Proven ability to work effectively and remain composed in a high-pressure environment
• Demonstrated satisfactory work performance and attendance record

If this sounds like you and you feel ready to build your health care career within patient relations, apply now and let us know why you'd be a great addition to our team.