Lead, Patient and Caregiver Experience

Ontario Health; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an energetic professional to join their team in advancing Person-Centred Care. This role involves leading the development and implementation of measurement initiatives to capture caregiver experiences, ensuring high-quality patient-centered care. The ideal candidate will collaborate with a diverse range of stakeholders, utilizing their project management skills to drive performance measurement and health system planning. If you're passionate about making a difference in healthcare and enjoy working in a dynamic environment, this opportunity is perfect for you.

Benefits

Fully paid medical, dental and vision coverage

Health care spending account

Defined benefit pension plan

Three personal days annually

Three weeks' vacation to start

Career development opportunities

Collaborative team culture

Wellness program

Hybrid working model

Qualifications

• 5-8 years of experience in healthcare sector with project management.
• Experience working with diverse health system stakeholders.

Responsibilities

• Lead project management to enhance caregiver experiences.
• Support planning and evaluation of patient experience strategies.

Skills

Communication Skills

Stakeholder Engagement

Project Management

Data Analysis

Health Equity Knowledge

Education

Undergraduate Degree in Public Health

Master's Degree in Public Health

Tools

Project Management Tools

Job description

Pour obtenir une traduction en français de l’offre d’emploi suivante, veuillez envoyer un courriel à [e-mail]. Les demandes seront traitées dans un délai de trois jours ouvrables et la période de dépôt des demandes sera prolongée de trois jours.

To obtain a French translation of the following job posting, please email [e-mail]. Requests will be addressed within three business days, and the application window will be extended by three business days.

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:

Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

• Fully paid medical, dental and vision coverage from your first day

• a health care spending or wellness spending account

• a p remium defined benefit pension plan

• three personal days and two float days annually

• three weeks’ vacation to start (for individual contributors), increasing to four weeks after two years

• c areer development opportunities

• a collaborative values-based team culture

• a wellness program

• a hybrid working model

• p articipation in Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.

Here is what you will be doing:

Ontario Health is seeking an energetic professional with excellent communication, stakeholder engagement, and project management skills. The ideal candidate is passionate about advancing Person-Centred Care through measuring and reporting on patient and caregiver voices. This individual is a proactive, collaborative team member who enjoys gathering and synthesizing a range of perspectives and data into action-oriented plans

Role Overview:

The Lead is an integral member of the Person Reported Measurement (PRM) team and plays an essential role in leading the development, planning, implementation, and evaluation of PRMs within the Population Health and Value Based Systems Portfolio. This is an exciting opportunity to lead the implementation of PRMs that capture caregiver experiences with palliative care to support the delivery of high-quality, patient-centred care, and meaningful measurement of health system goals and objectives. The PRM Program provides strategic oversight and direction for person-reported experience and outcome-driven initiatives, stakeholder relationships, performance measurement, quality standards, and best practices, as well as championing greater equitable access for patients and caregivers across the health system

Key Responsibilities:

• Lead project management and implementation efforts to enhance caregiver experiences.

• Support the planning, development, and evaluation of PRMs to expand patient and provider experience strategies.

• Apply a health equity lens to PRMs through engagement, implementation, data collection, and analysis.

• Coordinate engagement activities with healthcare providers, community members, and caregivers.

• Collaborate with provincial and regional stakeholders through planned engagement sessions.

• Advise and update management teams regularly, highlighting challenges and opportunities.

• Drive performance measurement and health system planning activities using data for improvement.

• Support clinical programs in implementing patient reported measurements and driving practice change.

• Lead workflow analysis for clinical pathways to optimize processes.

• Develop business and technical requirements for electronic PRM collection and reporting.

• Manage PRM implementations, including stakeholder engagement, IT requirements, testing, reporting, and quality improvement.

• Act as a key liaison with managers, directors, executives, and other stakeholders.

• Provide mentorship and leadership to junior staff.

• Foster collaboration and teamwork across diverse and interdisciplinary groups.

• Monitor and synthesize information on evidence, trends, and best practices for planning and decision-making.

• Prepare reports, briefings, policy papers, and presentations for various audiences.

• Deliver excellent tactical and strategic thinking.

• Approach problems proactively and recommend practical solutions.

• Manage multiple projects concurrently.

• Promote a positive work environment and corporate culture.

• Prioritize and respond to risks and issues effectively.

• Support the advancement of equity, inclusion, and diversity across the Ontario health system.

Here is what you will need to be successful:

Education and Experience

• An undergraduate degree in public health, health sciences, social science, business/health administration, public policy or a related field is required

• A master’s degree in public health, health sciences, social sciences, business/health administration, public policy or a related field is preferred

• Experience working with diverse health system stakeholders, including people within health and social services, health system experts, clinicians, technology vendors, and health care administrators

• Five to eight years of experience, including at least two years working within the healthcare sector and leading/enabling large-scale strategic projects

• Project Management and stakeholder engagement experience

• Experience with large scale health system implementations

• Experience in survey design and methodology preferred

• Experience in facilitating interviews and focus groups then analyzing qualitative data preferred

• Patient reported measurement experience (PROMs/PREMs) is an asset

• Knowledge of population health management and health equity is preferred

• Experience synthesizing and applying scientific research/evidence to quality improvement and health system design initiatives

• Experience in designing evaluation methodology and tools for data collection is an asset

• Experience as a lead who is skilled in self-management, leading by example, and setting objectives, managing expectations, and facilitating stakeholder engagement activities across politically sensitive environments

• Clinical experience is an asset

Knowledge and Skills

• Knowledge of person-centred care principles and PRMs (PREMs/PROMs)

• Knowledge of population health and health equity principles

• An understanding of Ontario’s health care system, including Privacy regulations and relevant legislation is an asset

• Demonstrated ability to successfully execute on multiple large-scale, complex, high-risk projects, ideally within a cross-functional structure

• Knowledge in project management, change management and implementation methodologies and tools. Project Management Professional (PMP) and/or Change Management certification is an asset.

• Familiarity with experience measurement strategies including surveys, interviews, and focus groups

• Ability to develop relationships with key stakeholders to establish trust, credibility, and respect and clearly articulate key messages that resonate across different stakeholder groups and audiences

• Excellent writing skills including the ability to prepare briefing notes, reports, and business presentations

• Excellent oral skills including ability to create and deliver effective presentations and answer questions

• Collaborative leadership style with the ability to work in a multi-disciplinary team environment.

• High degree of emotional intelligence and strong interpersonal skills

• Ability to work independently in a highly organized and self-directed manner with minimal supervision.

• Capacity to work well under pressure and use good judgment in assessing difficult situations.

• Comfortable working in a dynamic fast-paced environment with a degree of uncertainty or ambiguity

Location: Ontario (currently hybrid; subject to change)

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Employment Type:

Temporary + (Fixed Term) Full time

Contract Length:

11 Month(s)

Salary Band:

Band 6

External Application Deadline Date:

May 23, 2025

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; members ofBlack and racializedgroups; 2SLGBTQIA+ communities; trans and nonbinary individuals;and people living with disabilities.

Ontario Health is an accessible employer, and we offer accommodation in all aspects of employment, including the recruitment process. If you require a disability related accommodation in order to participate in the recruitment process, please email [e-mail] and a member of the team will connect with you within 48 hours.