Indigenous Patient Concerns Navigator

Primary Care Alberta; Calgary; On-site; CAD 44,000 - 75,000; Full time

Job summary

Primary Care Alberta is seeking an Indigenous Patient Concerns Navigator to support the Indigenous Support Line (ISL) for First Nations, Métis and Inuit across Alberta. You will provide culturally safe, trauma-informed support and help callers navigate the healthcare system from the Southport Tower location in Calgary.

The role requires strong Indigenous knowledge, a health-related degree, and at least five years working with Indigenous communities.

Qualifications

• Bachelor’s degree in a health-related field and registration if applicable.
• 5 years of work experience with Indigenous people.

Responsibilities

• Respond to Indigenous patient concerns with empathy and cultural awareness.
• Coordinate connections to on-site leadership, AHS patient relations, and cultural supports.
• Collaborate across Primary Care Alberta and other health pillars.

Skills

Empathy

Cultural safety

Trauma-informed care

Communication

Conflict management

Education

Bachelor’s degree in health-related field

Master’s degree (preferred)

Tools

Office 365

Genesys

Connect Care

Job description

We are seeking a compassionate and culturally grounded Indigenous Patient Concerns Navigator to join our team in supporting the Indigenous Support Line (ISL)—a provincial telephone service dedicated to First Nations, Metis and Inuit across Alberta including those in Treaty 6, Treaty 7, Treaty 8 and the Metis Settlements. In this role, the Indigenous Patient Concerns Navigator will provide culturally safe, trauma-informed support to Indigenous callers navigating concerns within the healthcare system. Responsibilities include responding to patient concerns with empathy and cultural awareness, coordinating connections to on‑site leadership, AHS patient relations, and cultural supports, and collaborating across Primary Care Alberta and the other health pillars. The ideal candidate will demonstrate strong technical proficiency, including the ability to type while engaging in live conversations and navigate multiple electronic platforms. Essential qualifications include a deep understanding of Indigenous histories and experiences—such as intergenerational trauma, systemic racism, and the Sixties Scoop—as well as a commitment to cultural safety, anti‑racist practices, and trauma‑informed care. This position will be part of Primary Care Alberta effective November 18, 2024. By applying on this posting, if you are the successful candidate, you agree to and will become an employee of Primary Care Alberta.

Description:

As the Indigenous Patient Concerns Navigator, you will be facilitating, and responding to concerns raised by Indigenous patients and families, through ISL. You will ensure that individual voices are heard and respected. This role works collaboratively with patient relations, Indigenous Health teams, Elders, Knowledge Keepers, and clinical and operational leaders to ensure culturally safe and responsive resolution processes are used to resolve the concern. This position requires competencies in cultural safety and anti‑racist practices, along with a strong understanding of Indigenous histories and contemporary realities within Alberta.

• Union: Exempt
• Unit and Program: Health Link
• Primary Location: Southport Tower
• Temporary Employee Class: Temp F/T Benefits
• FTE: 1.00
• Posting End Date: 27-OCT-2026
• Date Available: 30-NOV-2026
• Temporary End Date: 30-NOV-2027
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days
• Days Off: Saturday/Sunday
• Minimum Hourly Salary: $31.64
• Maximum Hourly Salary: $54.36
• Vehicle Requirement: Not Applicable

• Classification: Patient Navigator
• Union: Exempt
• Unit and Program: Health Link
• Primary Location: Southport Tower
• Location Details: As Per Location
• Temporary Employee Class: Temp F/T Benefits
• FTE: 1.00
• Posting End Date: 27-OCT-2026
• Date Available: 30-NOV-2026
• Temporary End Date: 30-NOV-2027
• 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: $31.64
• Maximum Hourly Salary: $54.36
• Vehicle Requirement: Not Applicable

Required Qualifications:

A bachelor’s degree, preferably in a health‑related field, such as social work, nursing or Native Studies. (If part of a registered profession—registration in good standing with applicable governing body). Equivalent combination of education and experience may be considered. 5 years of work experience with Indigenous people.

Additional Required Qualifications:

As a bona fide occupational requirement, and under Section 11 of the Alberta Human Rights Act, only Indigenous applicants will be considered. We encourage Indigenous candidates to self‑identify. Knowledge of Alberta Indigenous communities and experience in local Indigenous culture. Good understanding of the geographical challenges in accessing certain services such mental health/addiction resources, internet and phone. Broad knowledge of Indigenous history and cultures within Alberta. Conflict management skills and managing patient concerns within a health care system is an asset. High degree of cultural competence as it relates to working with Indigenous people. Ability to manage change and create innovative resolutions for complex and diverse issues. Understand the politically sensitive nature of working with multiple culturally diverse individuals and groups. Advanced computer skills essential, including working knowledge of the following: Office 365 applications; Genesys (computer‑based phone software); Connect Care. Ability to learn and utilize multiple electronic platforms concurrently.

Preferred Qualifications:

Master’s degree in humanities, health care and/or social sciences preferred. Ability to speak or understand any of the Indigenous languages spoken within the territories of Treaty 6, Treaty 7, Treaty 8 or the Metis Settlements of Alberta.

Calgary Zone PCA, Calgary, Southport Tower