Job DescriptionReporting to the Senior Manager, Risk Management, the
Resident and Family Experience Manager is responsible for fostering a culture of resident engagement, satisfaction, and excellence in complaints management. This role focuses on enhancing the overall Resident and family experience through structured engagement initiatives, effective complaint management, and strategic consultation with regional leadership teams to address concerns and mitigate risks.
This position will be based at Ontario. Extendicare offers a hybrid working environment.
Key responsibilities include:- Lead the design, execution, analysis, and reporting of the annual Resident and Family Experience Survey.
- Translate survey findings into actionable insights and improvement strategies to enhance resident and family experience.
- Lead the Resident and Family Engagement Program and oversee the REACH Committee to strengthen stakeholder engagement.
- Develop and implement a standardized corporate complaint management program to improve complaint resolution and service quality.
- Provide expert consultation and support to home leaders in managing resident and family concerns, conflict resolution, and complaint processes.
- Ensure compliance with provincial legislation, accreditation standards, and organizational best practices related to resident and family experience.
- Monitor, document, and report corporate complaint trends, escalations, Critical Incidents (CIs), and Issue Alerts.
- Identify recurring concerns and lead quality improvement initiatives to enhance resident and family satisfaction.
- Serve as the co-lead and subject matter expert for the National Ethics Service Team (NEST).
- Support accreditation activities, including mock surveys, education, and quality improvement working groups.
- Lead and coordinate quality improvement and change management initiatives that advance interprofessional care and organizational performance.
What we're looking for: - Registered healthcare professional (RN or Social Worker preferred).
- Minimum of 5 years of experience with resident/patient, family engagement, or client relations within healthcare.
- Strong communication, facilitation, problem-solving, and conflict resolution skills.
- Proficient in Microsoft Office, Power BI, and survey platforms.
- Skilled in managing sensitive issues with empathy, professionalism, and discretion.
- Proven ability to analyze data, develop reports, and present actionable recommendations.
- Knowledge of long-term care legislation, healthcare regulations, accreditation, and ethical standards.
- Demonstrated ability to identify and implement opportunities to improve resident and family experience.
- Ability to travel to long-term care homes as required.
What Extendicare has to offer:At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each team member, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:
- Continuous mentorship, support for life-long learning and growth opportunities
- Opportunities for advancement and career growth within the organization
- A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work
- Employee Family Assistance Program
- Mentor and provide financial support for CPA program and professional dues
- A robust benefits package including RRSP matching
Time TypeFull time
Compensation DetailsCompensation will be discussed during the recruiting process.
