Patient and Family Experience Specialist - Patient and Family Experience Team

Centre for Addiction and Mental Health; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading mental health institution in Toronto is seeking a full-time Patient and Family Experience Specialist to support the Patient and Family Experience team. This role involves providing clinical expertise, managing complex cases, and liaising with various stakeholders. Candidates should have a Master’s degree in a related field, strong analytical skills, and experience in mental health settings. The position offers a competitive salary and benefits package.

Benefits

Competitive salary and benefits package

Qualifications

• Master’s degree and regulated health professional in good standing.
• Experience in hospital or mental health settings preferred.
• Ability to manage multiple activities with superior organizational skills.

Responsibilities

• Provide clinical expertise to Patient and Family Experience Coordinators.
• Support management of day-to-day operations in the office.
• Liaise with internal stakeholders and prepare formal reports.

Skills

Strong written, verbal, and analytical skills

Conflict management skills

Computer and data management skills

Bilingualism (French / English)

Education

Master’s degree in a related field

Tools

Microsoft Office suite

Adobe Acrobat Professional

Job description

Job Description

Through its core values ofCourage, Respect and Excellence, CAMH is implementing its Strategic Plan : Connected CAMH,to transform lives, ignite innovation and discovery, revolutionize education and drive social change. CAMH is more than a hospital, it is a cause. CAMH is on a mission to change the way society thinks about and responds to mental illness. They aim to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system – a world where Mental HealthisHealth.

To view our Land Acknowledgment, please click here .

The Patient and Family Experience Teamis currently seeking a full-time, temporary (until January2027)Patient and Family Experience Specialist.Reporting to the Senior Manager, Patient and Family Experience, thePatient and Family Experience Specialistwill provide clinical expertise in supporting the Patient and Family Experience Coordinators with management of the day to day operations of the Patient and Family Experience Office. The Patient and Family Experience (PFE) Specialist will provide support and guidance to the PFE Coordinators when complex cases arises, including connecting directly with patients / families / members of the public to resolve concerns. The PFE Specialist will also support the PFE Coordinators with maintaining case files in our internal tracking system and ensuring that questions / concerns from stakeholders are responded to in a timely manner. The PFE Specialist will provide support and education to staff and physicians seeking proactive guidance from the Patient and Family Experience Office to navigate complex situations. This will include development and delivery of education and training for clinical teams.

This position requires a high degree of confidentiality and discretion as the successful candidate will provide assistance on confidential employee and physician practice issues and patient clinical matters. Participation in CAMH risk management and quality improvement initiatives will be required. The successful candidate will liaise effectively with internal stakeholders including the Quality and Patient Safety team, Office of CAMH President and CEO, Chief Medical Officer, Legal Office, CAMH leaders and managers, Empowerment Council, Psychiatric Patient Advocates Office, Office of Provincial Ombudsman, and clinical leadership. Other responsibilities include, but are not limited to, preparing correspondence, preparing formal reports and presentations, and other duties as assigned. The successful candidate will support a workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located at the Queen Street Site.

Minimum Requirements

The successful candidate will have a Master’s degree in a related field and be a regulated health professional in good standing with their respective College. Experience working in a hospital and / or mental health and addictions field preferred. Conflict management training or Alternative Dispute Resolution certification is considered an asset. Awareness of the impact of stigma as experienced by people with lived experience of mental health illnesses and or addictions will be an asset. You will possess strong written, verbal and analytical skills and the ability to manage multiple activities. You will be skilled at developing and delivering presentations. You will have superior organizational and communication skills, tact, diplomacy and sound judgment. You will possess excellent time management skills and the capacity to attend to your duties with minimal supervision. You will be conscientious, empathetic, mindful, objective and able to engage with others in a compassionate and productive manner. You will effectively manage unpredictable, stressful situations and conflicting priorities. Superior computer, data management and basic statistical analysis skills are essential. You will be proficient in the use of the advanced level Microsoft Office suite of applications, Adobe Acrobat Professional and related software combined with an ability to learn new applications quickly. Bilingualism (French / English) and / or proficiency in a second language would be an asset.

Salary Range : Competitive salary and benefits package.