Patient Care Quality Liaison

Island Health; Victoria; Hybrid; CAD 76.000 - 109.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

On-site at Royal Jubilee Hospital

Zusammenfassung

Island Health is seeking a Patient Care Quality Liaison at Royal Jubilee Hospital in Victoria, BC. The role focuses on leadership in addressing patient concerns, resolving complaints, and minimizing risk while collaborating with multiple stakeholders across units.

The position requires a bachelor’s degree and several years of crisis intervention experience, with strong writing and communication skills in a healthcare setting. Hybrid on-site work is required.

Qualifikationen

• Bachelor's degree in a relevant human services discipline.
• Three (3) years' related conflict resolution / crisis intervention experience.
• Knowledge of privacy laws and patient rights applicable to care environments.

Aufgaben

• Provide leadership and expert consultation in patient/client/resident issues.
• Collaborate with stakeholders to resolve complaints and minimize risk.
• Track, analyze, and report client feedback to identify improvement opportunities.
• Educate healthcare professionals and develop educational programs.

Kenntnisse

Laws & privacy knowledge

Client relations

Conflict resolution

Healthcare system knowledge

Educational program delivery

Interdisciplinary collaboration

Effective written communication

Workload prioritization

Ausbildung

Bachelor's degree in a relevant human services discipline

Jobbeschreibung

Royal Jubilee Hospital (RJH) - Victoria, BC V8R 1J8 CA (Primary)

Work Area (FBA Only)

Multi-Site

Yes

Travel Requirement

Travel between multiple sites may be required

Shift Start Time/End Time

0800-1600

Days Off

Vacancy Type

Temp FT

Salary Range (Hourly Rate)

$39.03 - $56.11

Paid FTE

1.0

Worked BI-WEEKLY HOURS

75

Planned Start Date

Aug. 31 2026

Approximate End Date (For Temporary Assignments ONLY)

Feb. 26 2027

Pending Return of Incumbent

Yes

CRC required? (employee will be working with or have access to children or vulnerable adults and requires a Criminal Record Check)

No

Job Description

In accordance with the Vision, Purpose, and Values, and strategic direction of the Vancouver Island Health Authority (Island Health) 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.

Reporting to the Manager, Patient Care Quality Office, the Patient Care Quality Liaison (PCQ Liaison) provides leadership and expert consultation in the identification, management, resolution and education of patient / client / resident issues and works in collaboration with key stakeholders, internal to the organization, to facilitate resolution of complaints and minimize risk exposure to the organization. The PCQ Liaison ensures that avenues for client feedback are accessible, that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The PCQ Liaison is also responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization.

QUALIFICATIONS:

Education, Training And Experience

A level of education, training and experience equivalent to a bachelor's degree in a relevant human services discipline and three (3) years' related conflict resolution / crisis intervention experience.

Skills And 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, and ability to apply these skills in potentially emotionally charged situations with patients and families.
• Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
• Ability to educate and 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 ability to organize and prioritize workload in a complex environment.
• Advanced writing skills.
• Ability to operate related equipment.
• Physical ability to carry out the duties of the position.

The salary range for this position is $76,111 (min) to $95,138 (midpoint) to $109,409 (max) per annum (based on 1 FTE). Salary placement is between min and midpoint, based on experience, qualifications, and internal equity. This is a hybrid position with required on-site work at Royal Jubilee Hospital.