Join our team as we work together to deliver compassionate care that is responsive to the healthcare needs of our community.
We currently have an exciting opportunity for a Patient Representative, Patient Relations to join our Patient Safety, Quality & Risk team.
Our Patient Represetnative will support the triage (log, prioritize and distribute patient and family concerns and complaints.
Reporting Relationship: Manager, Risk & Controls
Hiring Salary Range: $29.76 - $33.485
Hours of work: Days
Employee Group: Non-Union
Document patient and family complements and concerns that come in by phone, web form, email, and in-person
Prioritize patient and family complements and concerns and distribute to the respective leader
Create and distribute patient/family response letters and acknowledgement of concerns/complements
Coordinate patient/family meetings (e.g. critical incidents, disclosures)
Coordinate and distribute reports for quality improvement (descriptive statistics, trends, etc.)
Advise, coach, and support program and clinical staff (e.g. Occupational Health & Safety, clinical and support staff, finance, facility/equipment) with best practices and escalation processes to address patient care issues
Assist patients/families understand/navigate the health system and care process
Actively listen to patient/family concerns and link to internal and external resources
Diploma or degree in health or business related discipline required
Ontario Patient Relations Associations (OPRA) membership in good standing preferred
Minimum two years experience in healthcare required
Demonstrated skills in MS Office applications including Word, Outlook, Excel
Demonstrated undersatnding and application of Health Quality Ontario’s (HQO) Quality Improvement Plan (QIP)
Strong active listening, empathy, negotiation, conflict management, tact and diplomacy, mediation, problem solving skills
Demonstrated knowledge of relevant legislation and legal frameworks including Patients First Act, Public Hospitals Act, Excellent Care For All Act, Health Quality Ontario’s Quality Improvement Plan, Freedom of Information and Personal Privacy Act, Personal Health Information Protection Act, Personal Information Protection and Electronic Documents Act, Quality of Care Information Protection Act, Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, Occupational Health & Safety Act, Workplace Hazardous Materials Information System, Corporate operational policies and procedures
Excellent attendance and discipline free record required
Why Humber? Why Now?
Humber River Hospital is on an exciting transformation journey of redefining patient care as we leverage the most advanced technologies to enhance all aspects of delivering high-quality, safe care. We continue to build a people-centered workplace with excellent staff and physician engagement by hiring passionate, diverse and inclusive healthcare professionals. People who care and live our values of Compassion, Professionalism and Respect. People who are committed to making a positive difference.
We are a Studer Group hospital, focused on building our evidence-based leadership practice and hardwiring a culture that WOWs.
Why? Because at Humber River Hospital, we know it’s our people and our ability to innovate that allows us to consistently deliver a great patient experience and the best quality outcomes. After all, we are the hospital that believes exceptional care...healthier community.
This description has been designed to indicate the general nature and level of work performed by the employee within this position. However, the actual responsibilities, duties, qualifications and experience may vary. Employee may perform other related duties as required to meet the ongoing needs of the organization. Information contained in this job posting/description is subject to change.
Humber River Hospital is committed to inclusion and diversity. We believe that diversity drives our culture of innovation. By bringing together a variety of different perspectives, it fuels our creative thinking, generates new ideas and creates solutions designed to address tomorrow's healthcare challenges today. We take pride in providing professional development and career advancement opportunities for our employees including minorities, women, veterans and individuals with physical and developmental disabilities. We also provide accommodation to applicants and all of our employees - from hire to retire.
Let us know what we can do to help you be successful during your recruitment experience at Humber River Hospital.