Patient Experience Advisor

Position Vacancy:
Quality Assurance

Work Type:
Full Time (existing position)

Location:
WRHN

Home to seven regional programs and comprehensive health-care services, Waterloo Regional Health Network (WRHN, pronounced wren) is committed to meeting the current and emerging needs in Waterloo-Wellington and beyond. WRHN is redefining the health-care experience through collaboration and innovation, addressing barriers to access, advancing care delivery, and setting new standards in compassionate, empowered community-driven health care. At WRHN, every patient is at the centre of everything we do as we strive to improve lives, inspire healing, and build healthier, stronger communities. By listening to patients and partners, we strive to connect communities to the right care, at the right place, and at the right time.

Please Note: New employees must provide documentation/proof of COVID-19 vaccination status, a 2-step TB test, as well as proof of immunity to measles, mumps, rubella, and varicella (chickenpox) prior to their start date at Waterloo Regional Health Network (WRHN). New Employees will require clearance from Employee Health, Safety and Wellness before they are able to begin any position within WRHN.

Position Summary
Delivering a positive patient experience is essential to providing safe, high quality health care. The Patient Experience Advisor works to create an environment that promotes a positive patient experience by collaborating with patients, their care partners and hospital staff and physicians to identify and resolve concerns. In this role, you may be the first contact for patients and families with queries, concerns or compliments. You will support staff, formal leaders and physicians to investigate and follow up on complaints. In partnership with other key parties, you will identify strategic opportunities for service recovery and quality improvements. You provide support and advice to internal partners based on best practice in People Centred Care.

Responsibilities

• Work collaboratively with the clinical team, patients & their support persons to address patient concerns in a timely manner
• Receive, investigate, and respond to patient concerns
• Facilitate and assist with the resolution of patient/family concerns in collaboration with leadership, physicians, and other healthcare team members
• Coach/mentor staff, physicians and volunteers in dealing with challenging situations relating to patients and families
• Maintain documentation and metrics related to the complaint/compliment process
• Identify and trend systemic issues based on data analysis and bring forward recommendations for improvement
• Generate patient feedback reports and communicate key findings to programs
• Coordinate and facilitate Secondary Disclosure meetings and restorative patient feedback meetings
• Promote positive patient relations in the organization and build capacity for handling patient concerns through coaching, mentoring, education and communication with clinical staff and administration
• Develop and update Policies & Procedures related to patient relations processes and feedback.
• Participate in quality of care reviews as required, to represent the patient and family voice.
• Contribute to ensuring there is a safe environment for patients, staff and visitors.
• Work collaboratively with risk management, quality and other key members to identify cases that require additional investigation, and develop and implement strategies to improve the patient experience.

Skills:

• Superior understanding of consent, substitute decision making, confidentiality and privacy Strong investigation/assessment skills
• Self-directed and able to manage multiple priorities Ability to manage conflict and de-escalate
• Demonstrated ability to facilitate difficult conversations and act as a mediator Excellent interpersonal, verbal and written communication and customer service skills
• Ability to work independently and also as part of a dynamic Patient Experience team Sound judgment, tact, diplomacy and ability to manage complex and sensitive issues
• Understanding of hospital regulations Comfort in presentation skills
• Excellent computer skills, Microsoft Office, Word, Excel, PowerPoint

Position Requirements:

• Bachelor's degree in a relevant health services field Member in good standing with the relevant regulatory health provider college (e.g. nursing, social work) or equivalent combination of education and experience Training or proven ability in negotiation / dispute resolution
• Knowledge of key legislation (ECFAA 2010, QCIPA 2016, Apology Act 2009, AODA 2005)
• Additional education or training in health law or risk management, health equity, or patient experience are assets

Preferred Requirements:

• Minimum 5 years of experience
• preferred Master's degree an asset but not required

Waterloo Regional Health Centre is committed to fair and equitable employment and in our recruitment and selection practices. We strongly believe in inclusion and diversity within our organization, and welcome all applicants including, but not limited to racialized communities, all religions and ethnicities, persons with disabilities, LGBTQ2S+ persons, Indigenous people, and all others who may contribute to the further diversification of our Hospital community. We are committed to providing and fostering a respectful workplace for all employees, free from violence and harassment.

Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code. WRHN is committed to complying with the Accessibility for Ontarians with Disabilities Act (AODA) to provide an inclusive, barrier free workplace. We will accommodate the accessibility needs of individuals with disabilities to support participation in all aspects of the recruitment process. Should you require this accommodation, please contact Human Resources.

International Applicants If you are seeking employment on a temporary work or study permit we recommend reviewing work permit restrictions as it applies to healthcare organizations in Canada. Individuals holding a work or study permit seeking employment in the healthcare sector may be required to complete additional steps in the process. This may also apply to current employees seeking renewal of their work permits. It is the accountability of the applicant and/or employee to ensure they are adhering to their specific work permit restrictions. We would like to thank all candidates in advance for their interest and only those candidates selected for an interview will be contacted. Due to the volume of applications, we receive, we are unable to confirm the receipt of individual applications or resumes.