Manager Patient Experience and Volunteer Services

Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champions for quality and continuous learning.

As Manager Patient Experience and Volunteer Services, you will be an integral part of a collaborative team focused on delivering seamless services and programs to our clients and customers. If you are looking for a company that is constantly moving forward in pursuit of successful outcomes, get ready to love it here

What you'll be doing:

• Provides leadership in promoting a culture of patient safety, service excellence, and people-centred care
• Builds and strengthens relationships with patients, families, and the community through patient and volunteer engagement initiatives
• Supports patient relations in addressing patient and their care partners concerns or questions related to their care experience, contributing to the ongoing improvement of hospital care quality
• Supports staff, physicians, and leadership in identifying opportunities to improve patient safety, patient relations, and participation in organization-wide quality improvement initiatives
• Champions diversity, equity, inclusion, cultural humility, and cultural competence in all interactions with patients, families, staff, physicians, and volunteers
• Oversees all aspects of volunteer recruitment, onboarding, orientation, training, and retention, ensuring compliance with legislative and sector standards
• Fosters partnerships with local organizations, schools, and community groups to attract and engage potential volunteers
• Develops and maintains clear guidelines and training for staff who supervise volunteers, promoting consistency and accountability
• Fosters an inclusive, psychologically safe, and supportive environment where staff and volunteers feel valued, respected, and engaged
• Serves as the primary liaison for volunteer-related issues, providing mediation, coaching, and resolution support as needed

What we're looking for:

• A strong commitment to customer service and patient experience excellence, with the ability to empathize with individuals navigating the healthcare system
• Proven leadership, coaching, and mentoring capabilities
• Bachelor's Degree in Healthcare, Business, Volunteer Management, or Social Services
• Volunteer Management Certificate is preferred, or a willingness to complete certification within 24 months of assuming the position
• Membership or designation with the Volunteer Management Professionals of Canada is considered an asset
• Demonstrated proficiency in facilitation, mediation, and complaint resolution.
• Highly developed interpersonal, written, and verbal communication skills, supported by strong organizational abilities
• Knowledge and practical application of patient safety practices, continuous quality improvement, and performance measurement and analysis
• A high degree of self-motivation, accountability, and professionalism
• The ability to work both independently and collaboratively in a fast-paced, evolving environment
• Demonstrated commitment to fostering a positive, inclusive, and collaborative organizational culture

As part of our commitment to the health and safety of our patients, staff and community from COVID-19, subject to any accommodation required by applicable human rights legislation, Homewood Health Centre requires that all staff have received all required doses of a COVID-19 vaccine approved by Health Canada.

Why Work With Us

Homewood Health is Canada's largest and leading service provider for medically focused, evidence-based treatment of mental health and addiction disorders. Our organizational culture values service excellence, integrity, collaboration and innovation. Our people make a difference

As an equal opportunity employer, Homewood Health is committed to employment accessibility, diversity, equity and inclusion. For this reason, we encourage applications from members of equity-seeking groups including women, racialized and indigenous communities, persons with disabilities, and persons of all sexual orientations and gender identities/expressions.

Join us at Homewood Health and be part of a diverse team helping Canadians live healthier, more productive and fulfilling lives.

Required

• Business Acumen - Communication
• Mediation - course or experience
• Strategic Thinking and Planning

Required

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest
• Leader: Inspires teammates to follow them

Preferred

• Thought Provoking: Capable of making others think deeply on a subject

Required

• Goal Completion: Inspired to perform well by the completion of tasks
• Self-Starter: Inspired to perform without outside help
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Preferred

• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility