Location: Forty Green
Work Type: Full Time
Shift: Non Union
Nature of Role: This position is currently Hybrid with work from home and requirement to be on site to support work as required. The hybrid model is subject to change in the future.
Delivering a positive patient experience is essential to providing safe, high quality health care. The Patient Relations Advisor works to create an environment that promotes a positive patient experience by collaborating with patients, their caregivers and hospital staff and physicians to identify and resolve concerns. This position gives voice to patients and their support network in a timely and articulate manner, translating those concerns to the interdisciplinary team as well as to middle and senior management and the hospital board. There is also potential for interaction with the hospital’s insurer and legal counsel.
Work collaboratively with the clinical team and patients & their support persons to address patient concerns in a timely manner
- Receive, investigate, propose solutions and respond to patient concerns
- Facilitate communications and participate in meetings between GRH medical, clinical and administrative staff and patients and their support persons.
- Provide advice and support to clinical and administrative staff in managing and deescalating contentious situations involving dissatisfied patients
- Maintain documentation and metrics related to the complaint process
- Review and analyze data related to complaints to understand areas of risk and identify opportunities for improvement
- 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 complaint management.
Participate in quality of care reviews as required.
Contribute to ensuring there is a safe environment for patients, staff and visitors.
Work collaboratively with risk management, quality and other stakeholders to develop and implement strategies to improve the patient experience.
Work collaboratively with risk management to identify cases that are at risk for insurance claims or legal action.
- File potential claims with HIROC
- Access, review and summarize clinical documentation as required for legal or insurance claims
- Participate from time to time as a witness or in examinations for discovery
- Assist insurance company in investigations
Education & Knowledge:
- Bachelor’s degree in a relevant health services field as well as a 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).
- Minimum 5-7 years of experience preferred.
- Additional education or training in health law or risk management is an asset.
- Ability to manage conflict and de-escalate
- Excellent interpersonal, verbal and written communication and customer service skills
- Ability to work independently and coordinate multiple time demands
- Sound judgment, tact and diplomacy
- Understanding of hospital regulations
- Comfort in presentation skills
- Excellent computer skills, Microsoft Office Professional, Word, Excel, PowerPoint
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, Grand River Hospital requires that all staff have received all required doses of a COVID-19 vaccine approved by Health Canada.
APPLICATIONS WILL BE RECEIVED UNTIL THE POSTING IS CLOSED.
Please include a resume with your application in order to ensure that your qualifications are appropriately considered in the hiring process.
Grand River Hospital 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. Grand River Hospital is a proud member of the Canadian Centre for Diversity and Inclusion (CCDI).
Upon individual request, the hospital will endeavour to remove any barrier to the hiring process to accommodate candidates, including those with disabilities. Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources in advance for assistance.