Patient Relations Associate

Winnipeg Regional Health Authority; Winnipeg; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading healthcare organization in Winnipeg seeks a Patient Relations Associate to serve as a liaison between patients and healthcare providers. The role involves managing complaints, ensuring effective communication, and collaborating with safety teams to enhance service delivery. Ideal candidates will have extensive experience in healthcare, particularly with diverse populations, and possess strong leadership and communication skills.

Qualifications

• Five years’ experience in healthcare or related role.
• Knowledge of Manitoba’s public healthcare system.

Responsibilities

• Act as liaison between patients, families, and healthcare providers.
• Manage complex situations and facilitate communication.

Skills

Leadership

Culturally relevant communication

Interpersonal skills

Analytical skills

Organizational skills

Education

Post-secondary degree in health/social sciences

Training in Indigenous relations

Completion of Indigenous cultural safety training

Tools

Windows programs

Job description

Requisition ID: 381493

Position Number: 20045180

Posting End Date: May 21, 2025

City: Winnipeg

Employer: Shared Health

Site: Winnipeg Shared Health

Department / Unit: SH - Patient Relations

Job Stream: Clinical Support

Union: Non Union

Anticipated Start Date: ASAP

FTE: 1.00

Anticipated Shift: Days

Work Arrangement: In Person

Daily Hours Worked: 7.75

Annual Base Hours: 2015

Shared Health leads the planning and coordinates the integration of patient-centered clinical and preventive health services across Manitoba. The organization also delivers some province-wide health services and supports centralized administrative and business functions for Manitoba health.

Position Overview

The Patient Relations Associate acts as the primary liaison between patients, families, and healthcare providers to address and resolve complaints and critical incidents. Responsibilities include managing complex situations with impartiality and compassion, collaborating with safety teams, and facilitating transparent communication during reviews. The role involves triaging complaints, providing updates, and gathering feedback to recommend quality improvements, working with senior management to identify trends and enhance service delivery.

Experience

• Five (5) years’ experience working with patients and families in healthcare or a related role.
• Knowledge of Manitoba’s public healthcare system.
• Experience with quality, risk management, and patient safety principles, including reporting and disclosures.
• At least 3 years of experience serving culturally diverse populations, including Indigenous communities of Manitoba (First Nations, Métis, Inuit) and supporting reconciliation efforts.
• Customer service and conflict resolution skills; proficient in communication and collaboration; able to present findings to diverse audiences.
• Knowledge of relevant legislation (e.g., The Evidence Act, Personal Health Information Act, Protection for Persons in Care Act).

Education

• Post-secondary degree in health/social sciences, communications, or health information services from an accredited institution.
• Training in Indigenous relations, trauma-informed care, quality management, patient safety, mediation, or conflict resolution is an asset.
• Completion of Indigenous cultural safety and anti-racism training.

An equivalent combination of education and experience may be considered.

Certification/Licensure/Registration

• Active member in good standing of an appropriate regulatory body.

Qualifications and Skills

• Leadership capabilities aligned with the LEADS framework.
• Culturally relevant communication, interpersonal, analytical, organizational, and leadership skills.
• Ability to relate effectively to diverse populations.
• Understanding of Canadian colonial impacts on Indigenous peoples.
• Knowledge of Manitoba’s healthcare system.
• Proficiency with Windows programs (Word, Excel, PowerPoint, Outlook) and internet use.

Physical Requirements

• Ability to work safely in an office environment, including clinical care settings; lift/carry up to 10 kg.
• Ability to handle frequent stakeholder interruptions; dedicated planning time can be scheduled.
• Willingness to travel across Manitoba using a personal vehicle and valid driver’s license.
• Flexibility to work hours as needed to meet service requirements.

We have a unique ability to work together to improve healthcare. If you want to make a difference and support the health of your community, please apply today.

Interested candidates should click the "Apply" icon below to upload their cover letter, resume, and licenses/certifications.

This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check, and Adult Abuse Registry Check. The candidate will be responsible for any incurred charges. Checks are valid if obtained within six months prior to employment start date.

Note: Employees cannot hold multiple positions in Shared Health that total more than 1.0 FTE.

Shared Health values employment equity and diversity and encourages all qualified individuals to apply. Only shortlisted candidates will be contacted. Accommodations are available upon request for the assessment and selection process.