Patient Care Quality Liaison

Close Date Location Nanaimo Regional General Hospital (NRGH) - Nanaimo, BC V9S 2B7 CA (Primary) Work Area (FBA Only) Multi-Site No Travel Requirement Travel between multiple sites may be required Shift Start Time/End Time Days Off Weekend/Stats Vacancy Type Regular FT Salary Range (Hourly Rate) $39.03 - $56.11 Paid FTE 1.0 Worked BI-WEEKLY HOURS 75 Planned Start Date Nov. 11 2026 Approximate End Date (For Temporary Assignments ONLY) Pending Return of Incumbent CRC required? (employee will be working with or have access to children or vulnerable adults and requires a Criminal Record Check) No Job Description Reporting to the Manager, Patient Care Quality Office, the Patient Care Quality Liaison (PCQ Liaison) provides leadership and expert consultation in the identification, management, resolution and education of patient / client / resident issues and works in collaboration with key stakeholders, internal to the organization, to facilitate resolution of complaints and minimize risk exposure to the organization. The PCQ Liaison ensures that avenues for client feedback are accessible, that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The PCQ Liaison is also responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization. QUALIFICATIONS: Education, Training And Experience A level of education, training and experience equivalent to a bachelor's degree in a relevant human services discipline and three (3) years' related conflict resolution / crisis intervention experience. Skills And Abilities 3Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents' Bill of Rights. 3Demonstrated knowledge of client relations and complaints management best practices. 3Demonstrated ability to exercise judgement and sensitivity working with complex, confidential and sensitive issues. 3Demonstrated knowledge of health care system issues and functions. 3Demonstrated analytical, problem solving and conflict resolution skills, and ability to apply these skills in potentially emotionally charged situations with patients and families. 3Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests. 3Ability to educate and provide consultation to healthcare professionals. 3Ability to develop, coordinate and deliver educational programs and presentations. 3Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team and understanding the frameworks of other disciplines. 3Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs. 3Demonstrated ability to organize and prioritize workload in a complex environment. 3Advanced writing skills. 3Ability to operate related equipment. 3Physical ability to carry out the duties of the position. Link to Full Job Description https://jd.viha.ca/JD2018.pdf Additional information for applicants Experience managing client feedback and specific training in de-escalation and conflict resolution skills an asset. The salary range for this position is $76,111 (min) to $95,138 (midpoint) to $109,409 (max) per annum (based on 1 FTE). Salary placement is between min and midpoint, based on experience, qualifications, and internal equity. Additional Clauses Requisition CA Non Contract Affiliation/Union Non-Contract Management