Mackenzie Health
Richmond Hill, ON
Job Description

The Patient Relations Coordinator will address and investigate patient concerns in collaboration with staff, physicians and volunteers with the objective of satisfactory resolution.


Investigate and respond to patient concerns in collaboration with staff, Physicians and volunteers.
Provide support and direction to Leadership staff and Physicians to resolve patients concerns at the point of service, as appropriate
Draft written responses to concerns, as appropriate
Maintain, analyze and report on concerns/compliments using the patient feedback database
Provide data and recommendations on patient complaints/compliments to the Hospital Quality Committee in order to support the annual quality improvement plan
Co-ordinate the corporate internal patient feedback program and external compliment letters from patients and families, including collecting and distributing them to the appropriate leaders for sharing with staff
Monitor patient feedback, identify and address actual and potential trends and disseminate concerns and compliments data to Leadership Team
Participate as required in various Hospital capacity building and other quality improvement initiatives
Provide education/training to front line staff on customer relations in order to support the corporate customer relations strategy
Evaluate the patient relations program and make recommendations for improvement based on best practices
Support the Excellent Care for All Act by aligning the patient relations processes with Patient Declaration of Values (Commitment to Caring)


Baccalaureate degree required. Preference will be given to applicants with a healthcare degree.
Additional relevant certification or a combination of education and recent relevant experience in a patient relations/health care environment; minimum 3 years.
Conflict management training or Alternative Dispute Resolution certification an asset
Ability to deal with individuals who may be upset, requiring tact, empathy, confidentiality and good judgment
Self-motivated with excellent interpersonal skills and demonstrated ability to relate well with all levels of staff and physicians
Excellent verbal and written English communications skills
Strong assessment, decision-making and organizational skills
Well-developed conflict management skills
Experience and knowledge of R.L Solutions Data Base required
Computer literacy in a Windows environment utilizing Word, Excel, PowerPoint and Outlook at a high level
Demonstrates behaviours consistent with Mackenzie Health’s Code of Conduct.
Proven attendance record.
Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
Ability to perform the essential duties of the job.
Effectively uses empathy in interactions with others.
Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring.
Models behaviour that is aligned with the values of Mackenzie Health – Excellence, Leadership and Empathy.
Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.

  • May be required to work at all sites of Mackenzie Health
Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.