Patient Relations Specialist, Patient Relations - Full Time - Markham Stouffville Hospital

Please Note: If you are a current Oak Valley Health employee, apply to this job via the internal Workday application.

Land acknowledgement:

Oak Valley Health is honoured to provide care on the traditional and treaty territory of the Anishinaabeg, and acknowledge our closest Indigenous communities, the Chippewas of Georgina Island and the Mississaugas of Scugog Island. The land is encompassed within Treaty 13, Treaty 20, and the Williams Treaty.

Today, this area is home to many diverse Indigenous Peoples, and we acknowledge the health disparities and barriers Indigenous Peoples face in accessing care. To support true healing, we are committed to understanding these challenges, learning from Indigenous knowledge, and taking action together to improve safe and equitable health care for current and future generations.
 

Who you are:

• You encompass Oak Valley Health’s core values and live the words of respect, trust, commitment, compassion and courage

• You are a patient and/or client centered individual who performs at an exemplary standard

• You are a team player with excellent communication, critical thinking and prioritization skills

What we are looking for:

 

We are seeking a self-directed, well-organized leader to provide support to programs, departments and services to ensure that the patient and family experience is aligned with the Hospital’s Mission of Honoured to Care. The Patient Relations Specialist will have accountability for visibly role modeling the values and attributes of staff working in a hospital focused on delivering an extraordinary patient and family experience, with a lens on quality, safety, risk mitigation and, thereby building internal capacity with staff, physicians and volunteers to improve the patient and family experience. You will act as the patient relations liaison working in partnership with the Program Managers, Directors and Chiefs to assist patients and families with concerns, as indicated in the Excellent Care for All Act (ECFAA). The successful applicant will be able to function independently and maintain confidentiality in this challenging position.

Responsibilities include:

• Serves as first point of contact for patients and families with questions, concerns and compliments and provides intake function for all such feedback via, phone, email, letter, in person.
• Coordinates the timely review of patient/family concerns including chart reviews, meetings with staff, managers, physicians and the tracking of case follow up to ensure the timely closure of complaints
• Mediates and negotiates the resolution of conflict between patients/family and the Health Care Team, de-escalates crisis situations.
• Coordinates and facilitates patient/family meetings in response to concerns.
• Coaches and mentors staff and physicians in resolving patient complaints and acts as an expert resource to resolve complex complaints.
• Identifies quality of care/risk/safety issues and improvement opportunities.
• Prepares written responses to concerns and compliments.
• Manages RL6 Feedback database which includes documenting/coding feedback, ensuring integrity of the data and report generation.
• Identifies trends, analyzes and interprets feedback data, and makes recommendations to leadership regarding areas of focus for improvement.
• Provides support and facilitation for patients/families to navigate the system, interpret policy/legislation.
• Identifies opportunities for service recovery and supports internal partners based on best practices in patient relations.
• Responds and follows up with concerns or inquiries made to the Senior Leadership Team, as directed

 

 

What you bring to the role:

• Health Related degree required (Masters preferred) and membership with Regulated Health Profession College
• Minimum 5 years related hospital experience, working with patients and families and health care teams, and experience and skill in working with diverse populations
• Experience with Patient Relations preferred
• Demonstrated skill in conflict resolution, mediation, negotiation and facilitation with the ability and confidence to collaborate with staff/physicians at all levels
• Highly developed communication skills (written and verbal)
• Strong organizational, critical thinking, problem-solving skills and investigation skills
• Exceptional interpersonal skills, high level of maturity and empathy and demonstrated ability to be fair/objective, and handle sensitive situations with diplomacy, tact and professionalism
• Strong customer service orientation and respect for/belief in the value of the patient/family as essential members of the health care team
• Must have knowledge and understanding of Hospital processes and Legislation (Excellent Care for All Act, Health Care Consent Act, Substitute Decisions Act, Mental Health Act, PHIPA)
• Self-directed and highly collaborative
• Demonstrated commitment to professional development and build skill set for Patient Relations role
• Proficiency in various computer applications (MS Office, experience with RL6 Feedback Software), database management and ability to troubleshoot basic software issues
• Demonstrated good attendance and performance records with the ability to maintain these same standards
• Demonstrates a commitment to a healthy and safe workplace for self and others (staff, patients, families, etc.) by taking all reasonable precautions and working in compliance with organization related policies, health and safety legislation and best practices and completing relevant mandatory education as required

Work Schedule:

 

Monday - Friday Days

Please note schedules may change due to operational needs.

Compensation:

BAND E

Range:

$50.10 - $65.89

Who we are:

Oak Valley Health is one of Ontario’s leading community healthcare organizations. Across our two hospital sites (Markham and Uxbridge) a Reactivation Care Centre (RCC), a Community Health Centre (CHC), and Hospital-to-Home programs, we provide high quality, patient-centred care to more than 468,000 patients each year. We offer diagnostic and emergency services, and deliver clinical programs in acute care medicine and surgery, addictions and mental health, and childbirth and children’s services. We are also proud to be part of the Eastern York Region North Durham Ontario Health Team (OHT).

 

Our 542 physicians, 35 midwives, over 3,000 staff and 1,000 volunteers serve patients and families with an Honoured to Care mindset, and are focused on delivering an extraordinary patient experience to the residents of Markham, Whitchurch-Stouffville, Uxbridge and beyond. We are dedicated to providing access to the right care, at the right time, in the right place by the right people and at the right cost.

  

Oak Valley Health Equity, Diversity, Inclusion and Belonging statement 

Oak Valley Health takes pride in serving some of Canada’s most diverse communities. We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration and we encourage applications from Indigenous peoples, members of LGBTQ2+ communities, members of racialized groups, persons with disabilities, and all others who may contribute to the further diversification of Oak Valley Health. Furthermore, Oak Valley Health is committed to meeting the needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Should you require accommodations during the recruitment and selection process, please contact Human Resources.

 

We are honoured to be recognized as one of Forbes Canada's Best Employers for Diversity. We ranked within the top 150 organizations across the country. Learn more about our commitment to EDIB.