Patient Care Quality Liaison

Vancouver Coastal Health; Vancouver; On-site; CAD 54,000 - 77,000; Full time

Benefits offered by this job

Comprehensive benefits package (MSP, E

Extended health and dental

Municipal pension plan

Job summary

Vancouver Coastal Health is seeking a Patient Care Quality Liaison to join the Patient Care Quality Team. The role, based primarily at Richmond Hospital, involves leading patient feedback processes, collaborating with regional leaders, and improving safety and quality. The position is full-time and in-office, with training at Vancouver General Hospital.

Qualifications

• Bachelor's degree in a relevant human services discipline and 3–5 years of related experience in conflict resolution/crisis intervention.
• Experience in managing patient/family feedback and complaints.
• Ability to communicate effectively, balance organizational and patient needs.

Responsibilities

• Support relationships with patients/clients/residents and internal stakeholders.
• Lead and consult on identification, management and education of patient issues to minimize risk.
• Ensure accessible avenues for feedback and timely, respectful responses.
• Track, analyze and report client feedback and identify improvement opportunities.
• Collaborate with Quality & Patient Safety, Patient Experience and Risk Management teams.

Skills

Conflict resolution

Crisis intervention

Client relations

Communication

Problem solving

Team collaboration

Education programs

Education

Bachelor's degree in human services

Tools

None

Job description

Salary Details

The salary range for this position is CAD $38.90/Hr. - CAD $55.92/Hr.

Job Summary

Come work as a Patient Care Quality Liaison with Vancouver Coastal Health (VCH)!

Vancouver Coastal Health is looking for a Patient Care Quality Liaison to join the Patient Care Quality Team.

Please note that this position is full time in-office.

This position will primarily be responsible for concerns in respect to Richmond General Hospital and UBC Hospital. The successful candidate will primarily be based out of Richmond Hospital, however the first 3 - 6 months (approx.) may be spent primarily at the PCQO regional office at Vancouver General Hospital (VGH) for training. As operational needs change the successful applicant may be moved to alternate communities. The successful applicant must be able to accept reassignment of portfolio and location as needed. In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

As a Patient Care Quality Liaison with Vancouver Coastal Health you will:

• Work closely with the administrative team (Regional Directors, Executive Directors, Medical leads, Operational Directors and Managers) to support Vancouver Coastal Health (VCH) in its focus on establishing and maintaining effective relationships with our patients/clients/residents.
• Provide leadership and consultation in the identification, management, resolution and education of patient/client/resident issues and work in collaboration with key stakeholders, internal to the organization to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization.
• Ensure that avenues for patient/client/resident feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner.
• Be responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization.
• Works closely with the Quality & Patient Safety, Patient Experience and Risk Management teams, referring to them all patient/family feedback issues with opportunities for quality improvement, potential liability or other risks requiring reporting to the Health Care Protection Program (HCPP).
• Performs other related duties as assigned.

Qualifications

Education & Experience

• Bachelor's degree in a relevant human services discipline, plus three to five (3 to 5) years' recent, related experience in conflict resolution/crisis intervention, or an equivalent combination of education, training and experience.

Knowledge & Abilities

• Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents' Bill of Rights.
• Demonstrated knowledge of client relations and complaints management best practices.
• Demonstrated ability to exercise judgement and sensitivity working with complex, confidential and sensitive issues.
• Demonstrated knowledge of health care system issues and functions.
• Demonstrated analytical, problem solving and conflict resolution skills.
• Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
• Ability to provide consultation to healthcare professionals.
• Ability to develop, coordinate and deliver educational programs and presentations.
• Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team and understanding the frameworks of other disciplines.
• Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs.
• Demonstrated organizational skills and ability to organize and prioritize workload and work under time pressures to meet deadlines.
• Physical ability to perform the duties of the position.

Closing Statement

As per Ministry of Health policy, all health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these records will allow for offering of any missing vaccines, and for appropriate actions to be taken in the event of any future exposure to a communicable disease or during outbreaks. For all new hires and appointments to Vancouver Coastal Health, you will be asked to provide this information as part of the onboarding process.

Why Join Vancouver Coastal Health (VCH):

VCH is a world class innovator in medical care, research and teaching, delivering service to more than one million BC residents. At VCH, we embrace thinking boldly, taking smart risks, and 'going first' when we believe it will lead to the best possible outcomes for patients and their families. We invite you to join us in creating healthy lives in healthy communities by showcasing our passion for care, connection to the communities we serve and our culture of teamwork that makes VCH a great place to work.

• Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan
• Grow your career with employer-paid training and leadership development opportunities
• Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families
• Award-winning recognition programs to honour staff, medical staff and volunteers
  Access to exclusive discount offers and deals for VCH staff

At Vancouver Coastal Health, our vision of healthy lives in healthy communities inspires us and our values and pillars guide us. We support equitable practices, diverse teams and inclusive environments, which are vital to creating welcoming spaces where everyone can bring their whole selves to work and feel supported. We encourage applications from equity-deserving communities, including Indigenous Peoples and members of racialized groups, people with disabilities and people of all gender identities and expressions and sexual orientation.

Vancouver Coastal Health is proud to be recognized as one of Canada’s Top 100 Employers, BC’s Top Employers, Canada’s Best Diversity Employers and Canada's Top Employers for Young People in 2026.

Only short-listed applicants will be contacted for this posting.