POSITION TITLE
Patient Relations Consultant
SHIFT TYPE
Monday - Friday
DEPT/PROGRAM
Professional Practice & Rehabilitation Services
JOB CLASS
MG008
EMPLOYMENT TYPE
Full Time Permanent
EMPLOYEE GROUP
Non-Union
WORK SCHEDULE
75 hours bi-weekly
SALARY
$55.90 - $65.77 per hour
VACANCY TYPE
POSTING DATE
June 11, 2026
HYBRID ELIGIBLE
Yes
NUMBER
1
Waypoint Centre for Mental Health Care is a 315-bed academic and teaching hospital that provides specialized mental health, addiction and geriatric care. Located on the shores of Georgian Bay, we serve some of the most complex and disadvantaged individuals in Ontario and are the sole provider of high-secure forensic mental health services in the province.
The Director of Professional Practice & Rehabilitation Services is currently seeking a Patient Relations Consultant. The purpose of the position is to support the patient relations and complaints management processes, ensuring concerns are addressed with compassion, transparency, and a trauma-informed approach. This role partners with patients, families, and care teams to resolve complex issues, support quality and safety, and drive continuous improvement while ensuring legislative compliance. It also advances patient-centred care by embedding the patient voice into service delivery and organizational decision-making.
Note: This position offers a hybrid work environment consisting of in-office and remote work. Office location is 500 Church Street, Penetanguishene, Ontario.
For information about funding incentives for nurses, our enhanced employee referral program, housing, orientation and other employment-related information please follow this link to our employment web page. https://www.waypointcentre.ca/get-involved/join-our-team
KEY ACCOUNTABILITIES:
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Leads patient relations and complaints processes, receiving and addressing complex concerns with potential legal, safety, human rights, accessibility, equity, and reputational implications, ensuring transparent and person-centred communication.
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Facilitates timely resolution of concerns, keeping patients and families informed and connecting them to appropriate policies, rights, services, and resources.
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Leads mediation, conflict resolution, and restorative processes, while coaching staff, physicians, and leaders to strengthen patient interactions and address emerging patient experience risks.
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Co-leads investigations into complaints and allegations of abuse, collaborating with clinical leadership, HR, Patient Safety, Risk, and Professional Practice to assess concerns, identify contributing factors, and recommend actions.
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Participates in and/or coordinates critical incident processes and identifies and escalates emerging risks to support timely organizational response and system-level improvement.
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Ensures compliant documentation and standardized processes, aligned with legislation, accreditation, and hospital policy, supporting audit readiness and external reviews.
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Oversees patient relations data management and analysis, identifying trends, risks, and opportunities to inform quality improvement, reporting, and accreditation outcomes.
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Supports policy development and continuous improvement, working with quality, safety, and clinical teams to embed patient feedback into organizational learning and system enhancements.
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Engages patients and families in improvement efforts, including collaboration with Patient, Client & Family Council to support co-design of patient experience initiatives.
REQUIREMENTS/QUALIFICATIONS:
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Bachelor’s Degree in a health or Social Sciences field (Required)
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Master’s Degree in a health or social science field (Preferred)
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Certification or training in mediation, conflict resolution, ethics, and/or risk management (Required)
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Minimum of 5 years’ experience working in a clinical healthcare environment, with a strong understanding of care delivery systems and patient experience (Required)
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Where the incumbent holds membership in a regulatory college or professional association, registration and good standing must be maintained
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In-depth knowledge of mental health systems and healthcare legislation, including PHIPA, QCIPA, ECFAA, AODA, and related regulatory frameworks.
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Knowledge & skills in conflict resolution, mediation, and managing complex, sensitive issues.
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Strong communication and interpersonal skills, with the ability to engage effectively with patients, families, staff, and physicians at all levels.
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Demonstrated analytical and critical thinking skills, with experience interpreting data and informing quality improvement initiatives.
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Knowledge of quality improvement (QI), patient experience, and health equity principles.
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Proficiency with digital tools and data systems, including experience with databases and data analysis.
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Strong organizational, change management, and self-management skills, with the ability to work independently and collaboratively.
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Sound judgment and professional discretion, with a commitment to equity, diversity, inclusion, and ethical practice.
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Knowledge of labour relations and collective agreements, particularly as they relate to investigations and employee accountability.
WHAT WE OFFER:
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A comprehensive and generous benefit plan including dental coverage, paid holidays, paid vacation days, sick days and extended health benefits
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Participation in the Health Care of Ontario Pension Plan (HOOPP)
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Professional development and mentorship opportunities
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Relocation support program for eligible staff
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Participation in the employee referral program for eligible staff
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Access to Waypoint’s Employee & Family Assistance Program (EFAP)
HOW DO I APPLY?
Waypoint employees apply through the Employee Self-Service portal at https://employees.waypointcentre.ca and external applicants apply to Join our Team, Career Opportunities | Waypoint by close of business (4:00 pm) on June 25, 2026, quoting Job ID WC26-145. Attach your cover letter and resume detailing why you are interested in this opportunity and how you meet the qualifications and key accountabilities specified. Waypoint does not use artificial intelligence (AI) to screen, assess, or select applicants.
