Senior Patient Care Quality Liaison

Come work as a Senior Patient Care Quality Liaison with Vancouver Coastal Health (VCH)

In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Regional Director, Patient Care Quality Office (PCQO), and working closely with the Regional Manager, PCQO, the Senior PCQO Liaison identifies, manages, advises and resolves issues and concerns from patients, families, clients and residents, working to build and maintain trust, and minimize risk exposure/liability to the organization. This position synthesizes information from internal and external stakeholders, including all levels of the organization (operational and clinical leadership), to provide analysis and resolution, which have direct impact on patient care services and quality improvement. Acts as a senior resource to the PCQO team members and provides senior expertise with respect to effective complaint management and processes. Other responsibilities include maintaining a system for tracking, analyzing and reporting client feedback activities and identifying trends and opportunities for improvement. Liaises with staff in Quality Improvement & Patient Safety, Patient Experience, Risk Management, Legal Services and Information Access and Privacy.

As a Senior Patient Care Quality Liaison with Vancouver Coastal Health you will:

• Provide leadership in all aspects of complaints management in support of patients/families/clients, and all levels of the organization, to ensure timely and effective resolution of issues/concerns and identify areas for improvement.
• Ensure obligations and responsibilities are met with respect to Ministry of Health legislation and directives in the context of the Patient Care Quality Review Board Act.
• Coach and direct PCQO team members with building and maintaining trust amongst internal and external stakeholders during the complaint process, determe appropriate follow up actions in response to patient/family complaints and related situations.
• Recommend departmental standards for effective tracking of issues, actions and follow up activities, using sound judgement regarding the management of client feedback issues, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant's satisfaction.
• Refer issues with potential risk or liability to Risk Management, Information Access & Privacy and Communications.
• Serve as a liaison between patients/families, the organization, and the community, assist patients/families to know and understand their rights and responsibilities with how to navigate the organization's processes.
• Coordinate conferences between patients/families and their representatives and administrative staff as appropriate.
• Maintain data quality of client feedback information in the BC Patient Safety & Learning System (PSLS), ensure patient/family feedback is documented, status of resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes.
• Recommend and maintain policies and procedures related to patient/family/client/resident feedback.
• Participate in departmental meetings, communicate needs and concerns and providing input from a client relations and quality of care perspective.
• Keep abreast on relevant legislation, regulations, standards, and laws, collaborating with other departments as appropriate.
• Carry out responsibilities in accordance with health and safety requirements. Immediately report unsafe situations by notifying supervisor or other appropriate personnel.
• Conduct face-to-face interviews and gather detailed information.
• Provide empathetic support to clients while establishing clear boundaries in respect to the role the PCQO has in reviewing care concerns.

Qualifications

Education & Experience

• Master's Degree in a relevant human services discipline.
• Five to seven (5 to 7) years' recent, related experience including conflict resolution/crisis intervention experience, preferably in a health care setting, as well as experience in providing clinical patient care and directing junior staff, or an equivalent combination of education, training and experience.

Knowledge & Abilities

• Advanced knowledge of complaint management processes in health care systems.
• Advanced organizational skills and ability to prioritize workload under time pressures to meet deadlines.
• Advanced knowledge of pertinent laws and legislation, including and not limited to, the Patient Care Quality Review Board Act, Freedom of
• Information and Protection of Privacy Act, and the Residents' Bill of Rights.
• Ability to exercise sound judgment, critical thinking and effective decision-making.
• Ability to communicate effectively, both verbally and in writing, with all levels of the organization, including advanced complaints management best practices, presentation and writing skills.
• Ability to analyze and problem-solve complex issues towards effective solutions.
• Ability to lead, participate in, and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
• Ability to work effectively with others, including working effectively in a multicultural environment, independently and as part of a team, and understanding the frameworks of other disciplines.
• Effective facilitation and negotiation skills.
• Ability to perform the duties of the position and operate related equipment, including computer software applications.

Closing Statement

The hours of work including days off and work area may be subject to change consistent with operational requirements and the provision of the Collective Agreement and applicable statutes. Successful applicants may be required to complete a Criminal Records Review Check.

As per Ministry of Health policy, all health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these records will allow for offering of any missing vaccines, and for appropriate actions to be taken in the event of any future exposure to a communicable disease or during outbreaks. For all new hires and appointments to Vancouver Coastal Health, you will be asked to provide this information as part of the onboarding process.

Why Join Vancouver Coastal Health (VCH):

VCH is a world class innovator in medical care, research and teaching, delivering service to more than one million BC residents. At VCH, we embrace thinking boldly, taking smart risks, and 'going first' when we believe it will lead to the best possible outcomes for patients and their families. We invite you to join us in creating healthy lives in healthy communities by showcasing our passion for care, connection to the communities we serve and our culture of teamwork that makes VCH a great place to work.

• Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan

• Grow your career with employer-paid training and leadership development opportunities

• Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families

• Award-winning recognition programs to honour staff, medical staff and volunteers

• Access to exclusive discount offers and deals for VCH staff

At Vancouver Coastal Health, our vision of healthy lives in healthy communities inspires us and our values and pillars guide us. We support equitable practices, diverse teams and inclusive environments, which are vital to creating welcoming spaces where everyone can bring their whole selves to work and feel supported. We encourage applications from equity-deserving communities, including Indigenous Peoples and members of racialized groups, people with disabilities and people of all gender identities and expressions and sexual orientation.

Vancouver Coastal Health is proud to be recognized as one of BC's Top Employers, Canada's Best Diversity Employers and Canada's Top Employers for Young People in 2025.

Only short-listed applicants will be contacted for this posting.