Manager, Patient and Family Experience

Found in: Talent CA C2 - 2 weeks ago

Toronto, Canada Centre for Addiction and Mental Health Full time

EMPLOYMENT OPPORTUNITY
Manager, Patient and Family Experience
Quality, Safety, Patient and Family Experience

In this role, you will provide oversight for the day-to-day operations of the Client Relations and Patient/Family Experience Teams, act as a Subject Matter expert for clinical teams around issues related to patient/family-centred care and conflict management, develop policies, procedures and guidelines to ensure continued compliance in accordance with the Excellent Care For All Act (ECFAA). Working with Senior Leaders, you will establish and maintain systems to track and trend feedback across CAMH and develop robust reporting across CAMH to Managers, Directors, Senior Leadership. The Manager will work collaboratively with the Patient Advisory Committee (PAC), Family Advisory Committee (FAC), Empowerment Council, Psychiatric Patient Advocates Office, Office of Provincial Ombudsman and key clinical leaders.

You will be accountable for ensuring that feedback is documented and responded to in a timely manner. You will also prepare and present formal reports to CAMH leaders and the Clinical Quality Committee of the CAMH Board of Trustees. You will monitor performance of the client relations process at CAMH, evaluate the outcomes and impacts, identify potential improvements, and implement same where appropriate.

You will build trust and respect with stakeholders; share the patient/family experience perspective to inform decision making and use patient/family feedback to identify opportunities for improvement and impact change at both the individual and system level. As part of supporting a positive patient experience, you will actively participate in key CAMH initiatives and committees and engage with patients and families.

You will support a workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located at 100 Stokes Street.

Qualifications

Master’s degree and 5 years progressive experience in health care, preferably in mental health and addictions. Regulated Health Professional with membership in good standing with the relevant regulatory college is an asset. Membership in Ontario Patient Relations Association (OPRA) is an asset. Expert mediation and conflict resolution, preferably with formal training in Conflict Resolution techniques Strong negotiation skills combined with an awareness of professional roles & functions of diverse disciplines within integrated clinical teams, and can effectively liaise with external programs & agencies. You must demonstrate the ability to provide leadership and organizational effectiveness in managing client/patient/family complaints/concerns, and a commitment to enabling clients/patients/family members to exercise their rights. Prior experience in a leadership capacity in patient relations office is an asset. Excellent communication (both oral and written), interpersonal, and presentation skills and should possess excellent judgment, tact and diplomacy to work with diverse teams and stakeholders. Possess a compassionate and emotionally resilient approach to complex challenges inherent in a leadership role in a patient relations process An in-depth understanding of the Ontario health care system and related legislation is required. This includes, but is not limited to, Excellent Care for All Act (ECFAA); Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, Personal Health Information Protection Act, and Quality of Care Information Protection Act Demonstrated skills to liaise effectively with stakeholders in the community on behalf of CAMH, demonstrated sensitivity to the principles of diversity and culture, the ability to challenge and to motivate others and the ability to forge strong relationships with staff and the clients they serve are required. Excellent Computer skills (Access, Excel, Powerpoint, Project, Outlook, Feedback Monitor Pro, etc) and an understanding of databases are essential. Demonstrated ability in oral presentation, data analysis and report generation and report-writing skills Demonstrated awareness and adherence to established standards of professional practice and personal conduct Bilingualism (French/English) or proficiency in a second language is an asset.

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