Salary DetailsThe salary range for this position is CAD $38.90/Hr. - CAD $55.92/Hr.
Job SummaryThis position will primarily be responsible for concerns in respect to Richmond General Hospital and UBC Hospital. The successful candidate will primarily be based out of Richmond Hospital, however the first 3 - 6 months (approx.) may be spent primarily at the PCQO regional office at Vancouver General Hospital (VGH) for training. As operational needs change the successful applicant may be moved to alternate communities. The successful applicant must be able to accept reassignment of portfolio and location as needed.
As a Patient Care Quality Liaison with Vancouver Coastal Health you will:- Work closely with the administrative team (Regional Directors, Executive Directors, Medical leads, Operational Directors and Managers) to support Vancouver Coastal Health (VCH) in its focus on establishing and maintaining effective relationships with our patients/clients/residents.
- Provide leadership and consultation in the identification, management, resolution and education of patient/client/resident issues and work in collaboration with key stakeholders, internal to the organization to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization.
- Ensure that avenues for patient/client/resident feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner.
- Be responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization.
- Works closely with the Quality & Patient Safety, Patient Experience and Risk Management teams, referring to them all patient/family feedback issues with opportunities for quality improvement, potential liability or other risks requiring reporting to the Health Care Protection Program (HCPP).
- Performs other related duties as assigned.
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' recent, related experience in conflict resolution/crisis intervention, or an equivalent combination of education, training and experience.
Knowledge & Abilities- Demonstrated 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.
- Demonstrated knowledge of client relations and complaints management best practices.
- Demonstrated ability to exercise judgement and sensitivity working with complex, confidential and sensitive issues.
- Demonstrated knowledge of health care system issues and functions.
- Demonstrated analytical, problem solving and conflict resolution skills.
- Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
- Ability to provide consultation to healthcare professionals.
- Ability to develop, coordinate and deliver educational programs and presentations.
- Ability 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.
- Demonstrated 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.
- Demonstrated organizational skills and ability to organize and prioritize workload and work under time pressures to meet deadlines.
- Physical ability to perform the duties of the position.
Only short-listed applicants will be contacted for this posting.
