Patient Experience Specialist

Joseph Brant Hospital & Foundation; Burlington; On-site; CAD 50,000 - 70,000; Full time

Job summary

Joseph Brant Hospital & Foundation in Burlington is looking for a Patient Experience Officer. This full-time role ensures high-quality patient relations and safety while coordinating complaint resolution and supporting the Quality team. The ideal candidate will have extensive experience in conflict resolution, strong communication skills, and a passion for patient care.

With a focus on exemplary service and compliance with health regulations, the position offers the chance to impact the community positively. The hospital is committed to equity and inclusion, supporting a diverse environment.

Qualifications

• Minimum five years of recent relevant experience.
• Completion of formal training in conflict resolution preferred.
• Good understanding of relevant health legislation.

Responsibilities

• Provides compassionate service to patients and families.
• Facilitates optimal resolution of patient concerns.
• Maintains compliance with relevant legislation.

Skills

Mediation skills

Conflict resolution

Excellent communication

Emotional intelligence

Education

Formal education in public service or health-related field

Job description

Status: Regular Full-Time (1.0 FTE)

Department: Quality, Strategy, and Patient Experience

Union: Non-union

Shifts: Days

Rate of Pay: $49.08/hr - $61.35/hr

Posting Date: May 26, 2026

Internal applicants must apply by 11:59pm on June 2, 2026.

About Joseph Brant Hospital:

Joseph Brant Hospital (JBH) is a full-service hospital located in the growing and thriving community of Burlington, Ontario, serving more than 185,000 residents in Halton, Hamilton, Waterdown, Flamborough, Milton and Stoney Creek. JBH is honoured to be recognized as one of Hamilton Niagara’s Top Employers since 2015, with a skilled team of approximately 200 physicians, 2,000 employees, and more than 300 volunteers.

JBH is a Clinical Education site in conjunction with McMaster University, and is designated as an Academic Community Teaching Hospital. JBH is also a partner member of the Burlington Ontario Health Team (BOHT). JBH is deeply committed to providing exemplary care and living the hospital’s core values of Compassion, Accountability, Respect and Excellence.

JBH also inspires and empowers a culture of caring and this is demonstrated in many ways including our commitment to the health, safety, and wellbeing of our people. For more information, visit www.josephbranthospital.ca.

Position Summary

Reporting to the Director – Quality, Strategy and Patient Experience, the Patient Experience Office maintains the continuity and effectiveness of critical daily operational functions related to patient relations, patient safety, and risk management.

Responsibilities

• Provides first rate, compassionate service to patients and families.
• Facilitates the optimal resolution of patient and family concerns.
• Identifies mitigates, and escalates risk issues appropriately.
• Coordinates investigation and resolution of complaints that cannot be resolved in the area where they occurred – typically involving multiple hospital programs and/or both hospital and physicians. Acts as an objective liaison between professional staff and patient/family in these situations.
• Actively supports JBH Patient and Family Advisory processes.
• Works closely and often collaborates with Quality team members in response to organizational and Quality and Patient Experience Team priorities.
• Maintains compliance with relevant legislation and recognized best practice standards.
• Translates data into useful information to identify opportunities for process improvement, stakeholder education, and to support leadership decision making.
• Acquires new knowledge (i.e., scans research, learns from peer organizations) and to inform improvement practices related to patient relations.
• Utilizes the patient safety and patient feedback incident reporting system to document incidents, analyse and manage data, and to generate useful information/reports for hospital teams and leadership.
• Support patient experience surveying processes and utilization of data to drive improvement.

Qualifications

• Successful completion of formal education in a public service or health-related field such as Social Work, Psychology, or as acceptable to the hospital.
• Completion of formal training in conflict or dispute resolution – Preferred.
• Minimum five (5) years of recent relevant experience.
• Excellent mediation, conflict resolution and negotiation skills with the ability to negotiate diplomatically with individuals at all levels.
• Ability to work effectively and remain composed in a high‑pressure environment.
• Good knowledge of the hospital organization and the health care system.
• Good understanding of the health care system (local, provincial, federal) and knowledge of relevant health legislation including Excellent Care for All Act (ECFAA), Freedom of Information and Privacy Protection Act (FIPPA), Personal Health Information Protection Act (PHIPA), Apology Act, etc.
• Good understanding of the Patient Ombudsman Fairness Triangle.
• Excellent verbal and written communication skills with the ability to communicate objectively and effectively with patients, staff, physicians and leaders at all levels.
• Ability to maintain impartiality, objectivity and diplomacy.
• Commitment to support and promote diversity, equity and inclusion in daily interactions with patients, care partners and staff.
• Ability to educate and support adult staff/physicians throughout the hospital in customer service and dealing with challenging situations.
• Strong emotional intelligence and self‑awareness.

Please Note: Assignment subject to change based on the needs of the department.

Equity, Diversity and Inclusion

Joseph Brant Hospital is committed to an equitable and inclusive culture where everyone thrives and feels that they belong. One of the pillars of our Diversity, Equity and Inclusion framework is to enable our people and patients to flourish by removing barriers. In compliance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available during the recruitment and selection process and throughout employment.

To let us know if you require accommodation, please contact Human Resources for confidential assistance at [e-mail] or at 905‑632‑3737 ext. 4129.