Position: Patient Relations Consultant
Department: AS Risk Management
Position Status:Permanent
Time Type:Full time
Non- Union Location: Peterborough, ON
Language: English
Salary Range:$44.60 - $55.76
per hour
HOURS OF WORK:The stated hours of work are approximate as schedules are subject to change with the operational needs of the Health Centre. Changes made to hours of work will follow the terms of the applicable collective agreement, company policy and/or legislation.
WHAT YOU'LL DO:The Excellent Care for All Act (ECFAA) requires that all Ontario hospitals have a patient relations process.
The Patient Relations Specialist will facilitate this process through collaboration with patients, families, staff, physicians and leaders. They will manage complex queries, concerns and cases in a respectful, timely, empathetic and supportive manner. They serve as a key liaison between patients, families and the care team by investigating concerns and facilitating communication, disclosure and resolution. The Specialist is a resource to support leaders, staff and physicians regarding relevant policies and legislation. They will provide consultation in responding to challenging situations, in identifying recurring patient experience issues and escalating risks, in managing effective relationships, and in implementing strategies to improve the patient experience.
WHAT YOU'LL BRING:- Successful completion of a Bachelor's degree in a Health-related field such as Social Work, Nursing or Psychology.
- A regulated health professional preferred.
WHO YOU ARE:- Minimum five (5) years of recent relevant experience.
- Excellent verbal and written communication skills with the ability to listen, and to communicate objectively, effectively and with empathy with patients and staff at all levels.
- Ability to maintain impartiality, objectivity and diplomacy.
- Ability to work independently as well as part of a team.
- Ability to work effectively and remain composed in a high-pressure environment, and to adapt to changing priorities.
- Excellent mediation, conflict resolution and negotiation skills with the ability to negotiate diplomatically with individuals at all levels.
- Demonstrated de-escalation skills.
- Demonstrated practice and commitment to the principles of patient and family centered care, and trauma-informed care.
- Advanced knowledge of the hospital organization and the health care system, and skills in supporting health care navigation.
- Demonstrated ability to use good judgment and make decisive and independent decisions.
- Demonstrated commitment to ongoing professional development.
- Proficiency with technology and communicating via video conference etc.
- Proficient Microsoft Office skills.
- Proficiency with electronic medical record (e.g. Epic)
- Works in a manner that leads by example, exemplifies PRHC's values in everyday interactions, and helps create an exceptional patient experience.
- Demonstrated practice and commitment to patient and staff safety at PRHC.
This position is for a current vacancy.
