Description

Your Opportunity:

Reporting to the Director of Quality Management, Improvement & Safety, the Patient Relations Senior Consultant is a leadership position responsible for developing and operationalizing Primary Care Alberta's (PCA's) strategic initiatives related to patient relations, including but not limited to developing and implementing a patient concerns resolution process for all of PCA, which is legislatively required. This is a strategic leadership role and is responsible for conducting the functions of the Patient Concerns Officer (PCO) as well as support patient safety functions for PCA to ensure the consistent application of the PCA Patient Concerns Resolution Process (PCRP), the ongoing evaluation and process improvement of all aspects of patient concerns resolution services within PCA as required under the Patient Concerns Resolution Process Regulation 124/2006, and the use of Patient Feedback data to inform service planning and quality improvements.

Description:

The Patient Relations Senior Consultant, establishes and maintains positive relationships with key local and provincial representatives and health care stakeholders including government departments, officials (e.g. Alberta Ombudsman, Alberta Health Advocate), external agencies and internal PCA departments in order to support operational leadership. This role is accountable for collaborating with the department leadership in meeting department objectives regarding planning, implementation, operationalization, management, and monitoring of the PCRP including effective patient concerns resolution services with ensuing performance measures. The Patient Relations Senior Consultant is also accountable to ensure there is an effective PCRP process within PCA at both the local and provincial level and to ensure development and implementation of continuous improvement processes and education.

Qualifications

• Classification: Senior Consultant
• Union: Exempt
• Unit and Program: Quality and Safety, Primary Care Alberta
• Primary Location: Southport
• Location Details: Eligible to work hybrid (on/off site) within Alberta
• Negotiable Location: Provincial
• Employee Class: Regular Full Time
• FTE: 1.00
• Posting End Date: 16-JUL-2026
• Date Available: 27-JUL-2026
• Hours per Shift: 7.75
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days
• Days Off: Saturday/Sunday
• Minimum Hourly Salary: $38.73
• Maximum Hourly Salary: $66.42
• Vehicle Requirement: Not Applicable

Required Qualifications:

Masters degree in health administration, nursing, medicine, allied health, or public health. A minimum of 5 years of progressive leadership experience in a healthcare environment including leadership in addressing patient concerns. Active license and registration with the appropriate provincial licensing body, required (i.e. CRNA, ACSW, etc.). Expert knowledge of concerns resolution and the Alberta Patient Concerns Resolutions Process Regulation 124/2006. Demonstrated leadership experience in a health care or related environment. Familiarity with the FACT database and Patient Business processes and the use of the FACT system as a case management tool for the application of the PCRP.

Additional Required Qualifications:

Must be adaptable to working within a virtual team and at times in person, including a matrixed environment requiring strong collaboration. Ability to thrive in an agile environment with ambiguous topics including politically sensitive contexts. Ability to develop and facilitate presentations to convey information and support transfer knowledge. Team leadership skills, including demonstrated ability and comfort with decision making responsibilities, coaching, and teaching, and the ability to inspire and build confidence in others. Demonstrated ability to foster relationships and partnerships with internal and external partners. Evidence of ability to foster a culture of change acceptance, adoption, and advocacy. Ability to search for, appraise, and apply best evidence. Proven ability to work collaboratively as a contributing team member while meeting tight deadlines. Proven ability to work independently within a large, complex organization with a variety of staffing groups. Effective communicator with strong organizational skills, client focused orientation and commitment to providing long term quality services. Demonstrated skills in needs identification, gap analysis, critical thinking skills, decision-making, and innovative problem solving. Demonstrated abilities in conflict resolution and management and well-developed facilitation skills. Demonstrated pattern of professional and personal development.

Preferred Qualifications:

Expertise in health discipline with current licensure preferred. Experience in strategic or operational planning in a healthcare organization. Requires exceptional verbal, written and listening skills to comprehend, create, communicate, and translate complex concepts and options. Ability to foster a climate of cooperation amongst, and build solid relationships with public agencies, government, boards, committees and other partners.