Patient Representative

3 weeks ago

North York, Canada Humber River Health Full time
Position Profile:

Humber River Health. Lighting New Ways In Healthcare.

Since opening our doors in 2015 as North America's first fully digital hospital, we remain unwavering in our belief that we can change the hospital where we work, the community where we live, and the world of healthcare beyond our borders. Serving a community of 850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team. At Humber River Health, we use a custom combination of technology and clinical expertise to rebuild elements of care. We make technology work for staff and physicians; giving them more time to spend with patients, to eliminate inefficiencies, and to reduce the chance of errors. Humber River Health is formally affiliated with both the University of Toronto and Queen's University and committed to becoming a community academic hospital. Clinical Excellence, Optimizing Care through Technology and Community Connection frame our Research Strategy.

At Humber River Health, we're not hoping for a renaissance, we are making it happen. As part of our dynamic team, you can lead the way, as we continue our journey towards high reliability care

We currently have an exciting opportunity for a Patient Representative, Patient Relations to join our Patient Safety, Quality & Risk team. Our Patient Represetnative will support the triage (log, prioritize and distribute patient and family concerns and complaints.

Reporting Relationship: Manager, Risk & Controls

Hours of work: Days

Employee Group: Non-Union

Responsibilities:

Document patient and family complements and concerns that come in by phone, web form, email, and in-person

Prioritize patient and family complements and concerns and distribute to the respective leader

Create and distribute patient/family response letters and acknowledgement of concerns/complements

Coordinate patient/family meetings (e.g. critical incidents, disclosures)

Coordinate and distribute reports for quality improvement (descriptive statistics, trends, etc.)

Patient Advocacy

Advise, coach, and support program and clinical staff (e.g. Occupational Health & Safety, clinical and support staff, finance, facility/equipment) with best practices and escalation processes to address patient care issues

Assist patients/families understand/navigate the health system and care process

Actively listen to patient/family concerns and link to internal and external resources

Requirements:

Diploma or degree in health or business related discipline required
Ontario Patient Relations Associations (OPRA) membership in good standing preferred
Minimum two years experience in healthcare required
Demonstrated skills in MS Office applications including Word, Outlook, Excel
Demonstrated undersatnding and application of Health Quality Ontario's (HQO) Quality Improvement Plan (QIP)
Strong active listening, empathy, negotiation, conflict management, tact and diplomacy, mediation, problem solving skills
Demonstrated knowledge of relevant legislation and legal frameworks including Patients First Act, Public Hospitals Act, Excellent Care For All Act, Health Quality Ontario's Quality Improvement Plan, Freedom of Information and Personal Privacy Act, Personal Health Information Protection Act, Personal Information Protection and Electronic Documents Act, Quality of Care Information Protection Act, Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, Occupational Health & Safety Act, Workplace Hazardous Materials Information System, Corporate operational policies and procedures
Excellent attendance and discipline free record required

Why choose Humber River Health?

At Humber River Health, our staff, physicians, and volunteers are lighting new ways in healthcare. We are proud to be recognized as a part of Greater Toronto's Top Employers by Mediacorp Canada Inc. We support employees by providing evidence-based leadership and cultivating a culture that consistently wows as a Huron Consulting hospital. We are a member of the Toronto Academic Health Science Network (TAHSN) and are deeply involved in research and academic collaboration. We are dedicated to high-quality patient care and demonstrate our values of compassion, professionalism, and respect.

Attracting and retaining a workforce that represents the diverse communities surrounding Humber River Health, is a priority. We encourage applicants from all equity-deserving groups, including but not limited to, individuals who identity as Indigenous, racialized, seniors, persons living with disabilities, women, and those who identify as 2SLGBTQ.

Applicants will not be discriminated against on the basis of race, creed, sex, sexual orientation, gender identity or expression, age, religion, disability, medical condition, or any protected category prohibited by the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act.

Accommodations are available throughout the recruitment process as well as during employment at Humber River Health. Please direct any accommodation requests to our recruitment team.

Job Type: Full-time

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