Salary DetailsThe salary range for this position is CAD $35.37/Hr. - CAD $50.85/Hr.
Job SummaryAs an Intake Coordinator, Patient Care Quality Office (PCQO) with Vancouver Coastal Health you will:- Support Vancouver Coastal Health (VCH) in its focus on establishing and maintaining effective relationships with our patients/clients/residents.
- Receive all incoming complaints, concerns, inquiries and compliments both internal and external stakeholders to VCH and determines the type and urgency of complaint/inquiry received.
- Review and perform initial resolve, or may re-direct more complex complaints/concerns to a PCQO Liaison for follow up.
- Maintain the department's system for tracking, analyzing and reporting client feedback activities in the BC Patient Safety & Learning System (PSLS).
- Provide analytics support to the Regional Manager, Regional Director and PCQO Liaisons in the tracking, management, resolution and education of patient/client/resident issues.
- Work closely with all members of the PCQO team, VCH Executive Office, Quality & Patient Safety, Risk Management, and Communications and Public Affairs, referring to them all client feedback issues with the potential for liability or other risks to VCH.
In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
QualificationsEducation & Experience- Bachelor's degree in a relevant human services discipline, plus three to five (3 to 5) years of recent, related public and client relations experience preferably in a health care setting, or an equivalent combination of education, training and experience.
Knowledge & Abilities- Demonstrated ability to deal effectively with the public and staff in a courteous, tactful and diplomatic manner.
- A high degree of discretion and maturity in handling confidential information in sensitive and potentially emotionally charged situations.
- Decision-making ability to appropriately triage all incoming complaints and inquiries from patients, families and staff.
- Demonstrated understanding of complaints management, the BC Patient Safety & Learning System (PSLS), quality improvement and clinical/medical terminology.
- Good working knowledge of software applications, including Word, PowerPoint and Excel.
- Demonstrated ability to work under pressure and meet deadlines.
- Demonstrated ability to function independently and organize work effectively.
- Physical ability to perform the duties of the position.
