Feedback & Experience Specialist, Full Time, Quality, Risk Management & Patient, Client, Reside[...]

Providence Care; Kingston; On-site; CAD 83,000 - 99,000; Full time

Job summary

Join a forward-thinking healthcare organization dedicated to providing exceptional patient care. As a Feedback & Experience Specialist, you'll play a crucial role in enhancing the patient, family, and visitor experience. This position involves managing stakeholder feedback, coordinating programs, and supporting quality initiatives. With a focus on people-centered care, you will contribute to a culture of excellence in a state-of-the-art facility. If you are passionate about patient relations and have a background in healthcare, this is an exciting opportunity to make a significant impact in the community.

Benefits

Competitive Salaries

Full Benefits

Healthcare of Ontario Pension Plan (HOOPP)

On-site Amenities

Employee Assistance Programs

Educational Opportunities

Qualifications

• Degree in healthcare or related field with relevant experience.
• Minimum of 3 years in a patient relations or experience role.

Responsibilities

• Manage feedback from patients and families; act as liaison for safety incidents.
• Coordinate the PCEP program, including recruitment and onboarding.

Skills

Patient Relations

Feedback Management

Conflict Resolution

Change Management

Education

Degree in Healthcare or Health Administration

Certificates in Patient Relations

Patient Safety Training

Job description

Job Code:

17097

Status

: Full Time

Location

: Providence Care Hospital

Union

: Non Union

Wage

: $83,635.50 - $98,416.50

Posting Period

: April 25, 2025 - May 1, 2025

For the purposes of this position description, the term “Patient” encompasses patient, client, and resident.

Role Overview

Reporting to the Director, Quality, Risk Management and Patient, Client, Resident and Family Relations, the Feedback & Experience Specialist manages key aspects of the patient, family, and visitor experience. Responsibilities include providing timely, empathetic responses to external stakeholder feedback related to patient care, acting as a liaison during patient safety incidents, and supporting the development of feedback management and people-centered care strategies. The role involves monitoring metrics, coordinating the Providence Care Experience Partner (PCEP) program, and supporting patient family councils and quality groups.

Education and Experience

• Degree in healthcare, health administration, or related field with relevant experience
• Current unrestricted registration with Ontario professional college preferred
• Certificates in patient relations, volunteer management, adult education, change management, conflict resolution, quality improvement, or law preferred
• Patient Safety training is an asset
• Minimum of 3 years in a patient relations or experience role in healthcare
• Experience in clinical settings, mental health services, or community services is preferred
• Relevant education and experience may be considered
• OPRA Membership preferred

Responsibilities

• Manage feedback from patients, families, visitors, and the Patient Ombudsman Office; act as a liaison for patient safety incidents; participate in incident analysis; engage with patient and family councils and quality groups
• Coordinate the PCEP program, including recruitment, onboarding, engagement, and placement of PCEPs
• Ensure feedback files are accurately maintained and managed in accordance with legislation and organizational policies, ensuring timely and fair resolution
• Provide consultation on patient and family engagement strategies and identify high-risk cases involving ethical, legal, or media considerations
• Collaborate with Risk Management on legal processes, including claims and interactions with insurers and legal counsel

Why Work at Providence Care Hospital

• Specialized sub-acute care including rehabilitation, mental health, complex medical, and palliative care
• Aiming for excellence in care, education, and research
• People-centered approach to care
• Competitive salaries and full benefits
• Healthcare of Ontario Pension Plan (HOOPP)
• State-of-the-art facilities with parking
• On-site amenities including café and cafeteria
• Comprehensive orientation and focus on workplace culture
• Employee assistance and educational opportunities
• Academic affiliations with Queen’s University and others
• Located near Lake Ontario with parks and trails