Partnership and Experience Consultant

SJH St. Joseph's Healthcare Hamilton; Hamilton; On-site; CAD 75,000 - 86,000; Full time

Job summary

St. Joseph’s Health System seeks a Partnership and Experience Consultant to engage patients, residents, clients and families. You will recruit PFAs, drive system-wide experience initiatives and evaluate impact to improve partnership and safety across the organization.

In consultation with patients and families, you will lead engagement strategies, coach teams through change, and collaborate with clinicians and leadership to advance accreditation readiness and patient-centered care.

Qualifications

• Master's degree in a related health field is required.
• 3-5 years of practical related experience.
• Advanced proficiency in coordinating volunteers.
• Proven leadership abilities including ability to lead teams through change.
• Superior communication, facilitation, presentation and writing skills.
• Ability to collaborate with PFAs, physicians, senior leadership and the healthcare team.
• Demonstrated ability to evaluate outcomes and data.
• Knowledge of patient engagement, quality and patient safety.
• Clinical training is an asset.
• Quality Improvement or project management training is an asset.

Responsibilities

• Manages requests for PFA participation and assigns PFAs to projects/committees/teams.
• Recruitment, retention and orientation of PFAs representing the patient/family community.
• Promote and maintain a community of advisors with strong communication and events.
• Leads educational sessions and workshops with PFAs.
• Supports development and execution of patient experience initiatives.
• Analyzes and coaches around patient satisfaction and engagement data.
• Supports accreditation preparation and compliance related to patient and family centered care.
• Supports Joint Patient and Family Advisory Council activities.
• Acts as liaison among advisors, project leads, staff and senior leadership.

Skills

Communication

Facilitation

Leadership

Collaboration

Change management

Education

Master's Degree in Health Services Management or related field

Regulated health professional (preferred)

Tools

Microsoft Office

Job description

Position Details Job Number: JR02555 Department: Quality Patient Experience and Safety Program Job Type: Regular, Full time Work Environment: In-Person Contract Duration: (If applicable) 0 months Number of Positions: 1 Hourly Rate (Min / Max): $54.1605 - $62.7862 Schedule Work Days: Monday to Friday Time of Day: Days Shift: Hours - 7.5 Shift Start: (If applicable) Reason for Posting: Posting is for a role with an existing vacancy Application Dates Opening Date: 2026-10-20 Closing Date: 2026-10-27

Position Summary: The Partnership and Experience Consultant, in consultation with patients, residents, clients and families, develops and implements strategies to enhance partnership throughout St. Joseph’s Health System. This position is responsible for the recruitment and retention of patient and family advisors (PFAs) as well as the evaluation of their experience and impact. In addition, the Partnership and Experience Consultant, leads system wide patient, resident and client experience, engagement and partnership initiatives. Through demonstrated proficiency in leading and coaching, the following outcomes would be expected:

1. Develop and implement system strategy, policies and processes related to patient, resident, client, and family engagement, experience, satisfaction, and partnership
2. Optimize performance of Quality, Safety and Experience outcomes across the system by promoting and engaging patients, residents, clients and families in all aspects and decisions;
3. Implementing standards of care related to patient, resident, client and family engagement, including those embedded in Accreditation Canada’s requirements;
4. Play a leadership role in creating capacity for partnering and collaboration with patients, residents, clients, and families
5. Develop, execute, and evaluate experience, engagement and partnership initiatives

Qualifications:

• Master's Degree in Business Administration Health Services Management Health Sciences Nursing or other related field is required
• Regulated health professional is preferred
• 3-5 Years of practical related experience
• Advanced proficiency in coordinating volunteers
• Proven leadership abilities including ability to lead teams through change
• Superior communication facilitation presentation and writing skills
• Ability to effectively collaborate with PFAs physicians senior leadership and all members of the healthcare team
• Demonstrated ability to evaluate outcomes
• Extensive knowledge of current literature in patient engagement quality and patient safety
• Working proficiency of Microsoft Office (Advanced proficiency is an asset)
• Clinical training is considered an asset
• Quality Improvement and project management training and/or equivalent experience is considered an asset

Responsibilities:

• Manages the requests for PFA participation from clinical teams and makes appropriate selection and assignment of PFAs to projects/committees/teams
• Responsible for recruitment retention and orientation of PFAs that are representative of the patient family and caregiver community we serve.
• Promote develop and maintain a community of advisors keeping them informed and connected through strong communication channels networking and educational events.
• Leads educational sessions and workshops that promote patient/family partnership and co-design. These sessions are created and implemented in partnership with PFA.
• Supports the development and execution of key patient experience engagement and partnership initiatives
• Responsible for the analysis dissemination and coaching around patient satisfaction engagement and partnership data
• Participates in the preparation for hospital accreditation and advocates for completion of and compliance to accreditation requirements related to Patient and Family Centred Care and P/F/A collaboration and partnership.
• Supports the Joint Patient and Family Advisory Council including the development of workplans agendas and collaborating with co-chairs
• Acts as a liaison between advisors project leads/committee co-chairs staff and senior leadership team in collaboration with the Director of Patient Experience Quality and Patient Safety
• Supports the development of the corporate strategic plan through robust recommendations informed by internal and external reports.

St. Joseph’s Health System (SJHS) and its member organizations are equal opportunity employers and strives for equity, inclusiveness, and diversity in all programs, practices, facilities, and people.

We foster a culture of patient and staff safety where all positions comply and work in conjunction with the Mission, Vision, and Core Values.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

SJHS and its member organizations are committed to a barrier-free recruitment and selection process - please inform us should accommodation be required at any point in the recruitment process ([e-mail]).

At St. Joe’s Hamilton, we believe in nurturing new talent, providing an inclusive and supportive work environment with meaningful growth opportunities, and exciting benefits and rewards.

Whether you're passionate about providing compassionate care or eager to gain new skills, there’s a place here for you to grow, learn, and succeed! Dignity. Respect. Service. Justice. Responsibility. Enquiry.