Patient Relations Representative

KEY FUNCTION:
Act as a liaison between patients/families and HSN (i.e. receive, gather information, meet with internal stakeholders, investigate and respond to patients, families and external stakeholders) regarding any aspect of care or service provision at HSN in accordance to the Excellent Care for All Act. 2010 (ECFAA). Manage any patient feedback where there is risk of litigation, critical incident or media involvement.

REPORTING:
Under the general direction of the Coordinator, Accreditation and Patient Experience.

DUTIES:
1. Provide consultation to staff at all levels of the organization; advise and recommend appropriate course of action to resolve conflicts, concerns and complex situations involving patients and families.
2. Perform investigations using various measures (i.e. review patient charts, relevant policies and procedures, pertinent legislation or consultations with legal retainer; and use tools such as timeline of events and work plans for patient feedback of a complex nature).
3. Consult with the Quality and Patient Safety Team, Management Team, Senior Leadership, and the legal retainer program to gain assistance and advice in regards to responses for cases of a complex nature.
4. Consult and work collaborately with the Chief of Staff, Chief of Service and Medical Director for complaints regarding medical care provided by physicians to provide resolution to complaints.
5. Manage communication with local MPP/government offices, respond and manage inquiries made by the Ministry of Health and Long-Term Care (MOHLTC), Emergency Medical Services (EMS) and other governing bodies (i.e. the College of Physicians and Surgeons or the College of Nurses of Ontario).
6. Consult, develop and verify strategies with Senior Leadership regarding serious complaints with potential for media and/or legal implications.
7. Consult with the Communications department when complaints have a high potential to, or have involved media attention.
8. Develop and deliver presentations and provide coaching to staff, physicians and management in order to increase knowledge and awareness in areas related to patient experience best practice, conflict management, privacy, consent and capacity, duties of a Power of Attorney and Substitute Decision Maker legislation, effective customer service, and complaint response writing.
9. Gather data, identify, evaluate and monitor corporate and departmental service delivery gaps to recommend opportunities for corporate-wide improvements in patient care.
10. Participate in the development and delivery of specialized training modules to improve the patient experience and encourage the spread and adoption of positive patient experience practice.
11. Monitor and report on performance initiatives designed to improve the patient experience.
12. Oversee the work of others in compliance with the Occupational Health and Safety Act (OHSA), its regulations, and HSN policies.
13. Determine and align improvement projects with HSN’s Strategic Plan; monitor and adjust to achieve goal outcomes.
14. Participate in the accreditation process and work to ensure that the program and HSN achieve, maintain and continually improve upon their accredited status.
15. Teach, coach and lead staff in the development and monitoring of quality indicators and improvement initiatives.
16. Engage in and foster professional development of all staff and provide opportunities for learning within budgeted resources.
17. Ensure a safe environment for patients, staff and visitors; investigate, report, debrief and take or direct corrective action as required on incidents.
18. Collaborate with internal and external stakeholders/organizations/community groups to achieve program objectives, integrate and link services and foster partnerships across the continuum of service delivery.
19. Participate in education and training specific to current, relevant federal and provincial health and safety legislation, standards and guidelines.
20. Represent the department or program on various committees and in meetings as required.
21. Perform other duties as required.

QUALIFICATIONS
EDUCATION AND TRAINING:
1. Minimum of a Bachelor’s Degree in human services, social work, psychology or a related field, from an accredited university.
2. Alternative dispute resolution, negotiation and mediation training is required.
3. Ministry of Labour “Worker Health and Safety Awareness in 4 Steps” training certificate is required.

EXPERIENCE:
1. Minimum of five (5) years’ recent experience working in a hospital environment, preferably in a leadership role.
2. Experience in data analysis and manipulation, report generation and research preparation is preferred.
3. Training or recent experience with project management is preferred.

KNOWLEDGE/SKILLS/ABILITIES:
1. Demonstrated knowledge and understanding of the Excellent Care for All Act. (2010), Public Hospital’s Act. (PHA) and other related provincial and federal legislation as it applies to a hospital environment.
2. Demonstrated excellent organizational and time management skills.
3. Demonstrated excellent presentation skills.
4. Demonstrated ability to coach, advise and teach others using the principles of adult learning.
5. Demonstrated training, experience or utilization of process improvement methodology for process improvement.
6. Demonstrated ability to independently identify issues, plan improvements, measure success and continue improvement.
7. Demonstrated knowledge of relevant legislation and principles of management, hospital committee structure, conflict management and resolution, system needs analysis and organizational assessment.
8. Ability to use tact and discretion in dealing with health care providers and employees.
9. Demonstrated excellent computer skills with proficiency in Microsoft Office software (e.g. Word, Excel, Power Point and Outlook) and patient information systems.
10. Demonstrated superior interpersonal and communication skills, both written and verbal.
11. Demonstrated commitment to the safety of co-workers and patients.

PERSONAL SUITABILITY:
1. Demonstrated ability to think and act systematically and strategically while exercising diplomacy and creativity in resolving issues.
2. Demonstrated ability to exercise discretion, facilitate change and work independently with a high level of initiative and self-direction.
3. Proven ability to work independently and in a team environment.
4. Demonstrated commitment to ongoing professional development.
5. Demonstrated professionalism in dealing with confidential and sensitive issues.
6. Demonstrated positive work record and excellent attendance record.
7. Ability to meet the physical and sensory demands of the job.
8. Ability to travel between local sites.

Selection Process: Candidates will be selected for this position on the basis of their skill, ability, experience and qualifications as identified in the resume and completed Application Form submitted. The Hospital reserves the right to conduct a formal interview where required.

Health Sciences North is committed to providing accommodations to applicants with disabilities to enable their participation in the recruitment, assessment, selection and hiring stages of employment.

HSN THANKS ALL APPLICANTS.
ONLY THOSE SELECTED FOR INTERVIEWS WILL BE CONTACTED.
WE WILL NOT ACCEPT APPLICATIONS AFTER THE CLOSING DATE AND TIME.