The Patient Relations Specialist works collaboratively with staff and physicians to promote an extraordinary patient experience in keeping with Niagara Health's core values. The Patient Relations Specialist facilitates the resolution of issues and identifies opportunities for improvement with a commitment to strengthening relationships between Niagara Health (NH) and its patients/families. The role promotes a positive patient experience, providing support to patients/families and working to ensure concerns are handled openly, on a timely basis and with the utmost confidentiality and sensitivity. This position: provides support and advice to members of the NH team regarding patient relations and best practice research; monitors and analyzes key indicators of the Patient Relations Program, identifies trends and opportunities for quality improvement/risk mitigation; prepares and presents reports; provides service excellence education and ensures legislative compliance in the provision of service ie) Excellence Care for All Act. The role oversees positive recognition of staff and physicians through the Star compliments program. This position will report to the Manager of Patient Partnerships and Patient Relations .
o Bachelor's degree in a healthcare/related field with
o 3-5 years healthcare or related experience demonstrating excellent customer service, writing and problem solving skills with individuals and groups; clinical experience an asset
o Demonstrated commitment to ongoing personal development. i.e. problem solving, creative thinking, and conflict mediation/resolution skills
o Evidence of excellent customer service and verbal communication skills. Ability to, resolve conflict, practice active listening, build relationships and have attention to detail
o Excellent written communication, critical thinking and compassion while working within a multi-disciplinary team that may include corporate clients, management, medical and support staff
o Ability to communicate with all levels of staff and appropriately manage challenging situations in real-time
o Alternative Dispute Resolution techniques, including negotiation and mediation are an asset
o Demonstrated awareness and adherence to established standards of professional practice and personal conduct
o Demonstrated ability in evidence of high standards in all aspects of communications
o Working knowledge and understanding of legislation as it applies to patient relations and hospital settings
o Experience in oral presentation, data analysis, report generation, investigation and report writing skills.
o Demonstrated understanding and compliance with confidentiality and privacy requirements
o Excellent computer skills, (i.e. Access, Excel, Word, PowerPoint, Outlook, Project, Feedback Monitor Pro, etc.)
o Flexible, self-directed and able to work effectively with minimal supervision
o Regular and consistent attendance required
Recruitment Specialist: Carrie Garritsen
Niagara Health is committed to Employment Equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Niagara Health will provide accommodations through the recruitment process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.