Open: July 14, 2020
Deadline: July 28, 2020
$90,154.35 to $112,694.40 per annum
Reporting to the Director, Patient Experience, Ethics, and Healthy Equity – the Manager, Patient Experience is accountable for the oversight, implementation and sustainability of the Patient Engagement Framework and Plan at London Health Sciences Centre (LHSC). The Manager will provide expertise to LHSC leaders and physicians relating to Person Centred Care and best practices.
The Manager also has accountability and oversight of the Patient Relations team. The role will support the Director to respond to escalated complaints presented by patients and their families. The Manager will ensure the organization is compliant with all legislated requirements related to patient relations and will implement and monitor a streamlined approach for patients to access the office of patient experience and receive timely responses. The Manager will seek opportunities to streamline data collection and improvement of patient relations and patient experience.
Impact & Influence
Quality, Safety and Service Orientation
Holding Self and Others Accountable
Emotional Intelligence and Assertiveness
Successful completion of a recognized baccalaureate degree program in health related field
Related post-graduate education preferred
Minimum five (5) years of demonstrated leadership experience preferably in a health care environment
Preference and consideration will be given to active members of the Canadian College of Health Leaders (CCHL) who have, or are in process of attaining the Canadian Health Executive (CHE) Select certification program
Demonstrated understanding of health system standards and legislative frameworks
Demonstrated experience of enabling culture shifts that have enhanced patient experience
Demonstrated information-gathering and collating skills that contribute to effective decision-making and execution of action plans that deliver results and motivate individuals for greater performance excellence
Proficient with computer systems such as email, MS Word, MS Excel and MS PowerPoint
Demonstrated behaviours supporting our Core Values of compassion, teamwork, curiosity and accountability
Demonstrated knowledge of and commitment to patient and staff safety at LHSC
Demonstrated commitment to the development of professional practice, mentorship and life-long learning
Demonstrated experience with the principles and practice of Shared Leadership
Demonstrated ability to effectively and efficiently manage and lead teams; knowledge of budgets and hospital operations preferred.
Strong participatory leadership, team building and highly developed organizational skills with a track record of achieving results
Excellent interpersonal skills with the ability to build partnerships and generate consensus
Excellent and effective abilities in both oral and written communication skills, including strong negotiation and conflict resolution skills
Highly developed and innovative critical thinking skills with the ability to conceptualize, analyze and problem solve
Demonstrated experience with organizational change and improvement initiatives
Excellent decision-making, strategic planning experience and evaluation skills
Demonstrated ability and willingness to develop leadership talent within their team through education, mentoring and leading by example
Recognition, understanding and demonstrated Emotional Intelligence (EI), particularly emotional self-awareness, assertiveness, optimism, stress tolerance and empathy, in a variety of situations
Ability to effectively work with diversity, appreciating that different opinions, backgrounds and characteristics can bring richness to the challenge at hand
Demonstrated ability to attend work on a regular basis
London Health Sciences Centre fosters a culture of patient and staff safety whereby all employees are guided by LHSC's Mission, Vision, Values and Code of Conduct.
LHSC is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Indigenous people, persons with disabilities, and LGBTQ2+ persons. We are committed to providing persons with disabilities equal opportunities and standards of goods and services, and are also fully compliant with the Accessibility for Ontarians with Disabilities Act (2005), as applicable.
Submission Requirements (please submit in one MS Word document)
Cover Letter, Resume and Listing of Education, Credentials and Certifications
As part of the assessment process applicants may be required to complete a written examination or test. Please be advised that reference checks may be conducted as part of the selection process.
Successful candidates will be required to complete a health review which includes providing vaccination records or proof of immunity against Measles, Mumps, Rubella, and Varicella (Chicken Pox), Hepatitis B, Tetanus/Diphtheria/Polio; Meningitis. In addition, they will need to provide documentation of the Tuberculosis skin testing (two step).
Your interest in this opportunity is appreciated. Only those applicants selected for an interview will be contacted. Successful candidates, as a condition of job offer, would be required to provide a satisfactory police information check (original document) completed in the last 3 months.