Manager, Patient Experience & Engagement
Reports to: Director, Risk Management and Patient Safety
Number of Direct Reports: 0
This position is responsible for patient experience and engagement; managing the patient relations processes including complaints and appeals and supports patient experience improvement and engagement strategies. Previous experience with handling complaints and dispute resolution an asset.
Leads, develops, and manages patient experience and engagement initiatives across the organization
Develops a patient relations processes that is transparent, responsive and equitable
Assists patients and caregivers to navigate complaint and appeals processes and provides an opportunity for them to express compliments, concerns, suggestions and improvements
Undertakes mediation of disputes between patients, substitute decisions makers (on behalf of patients) and Central LHIN employees or service providers concerning the delivery of services
Collaborates with appropriate stakeholders to problem solve and strengthen the relationship between the patient and Central LHIN for complex patient and family issues
Supports leadership development in managing and resolving complaints and provides education to staff on patient relations process e.g. complaint management
Builds relationships with health service providers, service provider organizations and other relevant stakeholders to support resolution of complaints
Develops and implements a patient experience and engagement strategy for the Central LHIN
Reviews and evaluate patient experience and engagement processes using patient feedback from various sources e.g. complaints, surveys, incident reviews, to inform practice and improvements
Fosters a culture of person-centred care and engagement
Revises and/or provides advice on Central LHIN policies and procedure ensuring compliance with relevant legislation
Participates and has a lead role in committees that involve Patient Experience and Engagement e.g. Care Support and Learning Committee
Supports the Patient and Family Advisory Committee
Represents Central LHIN on relevant Pan LHIN and external committees/ projects
Collaborate and build capacity for knowledge management across the organization
Leverage technology to enable knowledge management initiatives
Coach managers and employees regarding patient relations
Establish and sustain effective working relationships with management and staff at all levels to facilitate successful relationships with patients and caregivers
Develop and sustain positive working relationships with service providers to assist them in follow-ups that meet patient needs and development of best practice
Provide support to senior management by identifying the impact of proposed changes to organization and patients from organizational effectiveness perspective
Provide mediation and dispute resolution expertise
Lead and/or participate in inter LHIN Provincial committees and other inter-agency committees to improve processes regarding patient experience and engagement across the continuum
Provide ongoing leadership, advice and counsel to the management team and organization on positive areas and opportunities for improvement for patient experience
Safety, Science and Service
Ensures that safe, high quality healthcare and/ or services are always patient centered, driven by information and organized for safety
Participates in safety and quality information gathering and analysis
Leads changes and improvements are identified from the collection of data and implement and put into practice
Understands expectations around the quality and safety framework and leads safety and quality initiatives
Ensures that healthcare staff respect and respond to patient choices, needs and valuesEducation
Relevant University degree or recognized equivalent work experience.
Minimum 5 years’ experience in managing patient/consumer complaints, investigations and resolutions.
Knowledge of the Excellent Care for All Act
Knowledge of Local Health System Integration Act, Home Care and Community Services Act, and other relevant health care legislation an asset
Certification in dispute resolution and/or mediation an asset.
Dispute resolution skills to help resolve complex issues related to patient care
In-depth knowledge of complaint management techniques
In-depth knowledge of problem solving techniques and solutions to drive improvement
Influence and enable others to utilize problem solving, dispute resolution and negotiation skills to enhance patient experience
Good knowledge of the healthcare system and direct care/service delivery models used in community agencies
Good knowledge of Central LHIN’s strategic priorities and goals
Who we are
Local Health Integration Networks (LHINs) play a key role in Ontario’s health care system. Working in partnership with patients, families, providers and community organizations, LHINs ensure people have access to the health care they need — at home and in the community.
The Central LHIN is responsible for planning, funding and integrating health services as well as delivering home and community care services for over 1.8 million people living in northern Toronto, parts of Etobicoke, York Region and South Simcoe County. This includes over $2 billion in funding to more than 90 health service providers such as hospitals, long-term care homes, community health centres, mental health and addiction service providers, and community support services. For more information on the Central LHIN, visit centrallhin.on.ca.
We thank all candidates for their interest; however, only those selected for an interview will be contacted. Individuals with a disability requiring accommodation during the application and/or the interview process should advise the recruitment contact so arrangements can be made.
This position is located at the Central LHIN headquarters in Markham, Ontario. There may be requirement for occasional travel to other sites across the Central LHIN. Individuals with a disability requiring accommodation during the application and/or the interview process should advise the recruitment contact so arrangements can be made.
Central LHIN is committed to providing suppor to applicants with disabilities throughout the recruitment and selection process. Candidates requiring accommodation should advise Human Resources. Support will be provided in accordance with the applicant's needs and in accordance with the Ontario Human Rights Code and the Accessibilities for Ontarians with Disabilities Act.