Patient Experience Specialist (PT)

Windsor Regional Hospital; Windsor; On-site; CAD 25,000 - 41,000; Part time

Job summary

Windsor Regional Hospital in Windsor, Ontario, is seeking a Part-Time Patient Experience Specialist to support patient advocacy and service recovery in the Emergency Department. You will collaborate with patients, families, caregivers, clinicians and staff to enhance the overall patient experience and respond to concerns in real time.

By proactive rounding, feedback collection and coordination with the experience team, you will promote a compassionate, respectful care environment and help

Qualifications

• Undergraduate degree or equivalent in a related field.
• Experience in patient advocacy or health-care setting is preferred.
• Strong communication and interpersonal skills are required.

Responsibilities

• Support patient and family concerns in real time within the Emergency Department.
• Promote patient-centered care and assist with advocacy and service recovery.
• Engage with patients, families, clinicians and staff to improve experiences.
• Assist in education related to initiatives in the hospital’s strategic plan.
• Gather feedback and participate in quality-improvement activities.
• Contribute to teamwork and effective communication in high-stress areas.

Skills

De-escalation

Crisis management

Problem solving

Communication

Team collaboration

Attention to detail

Education

Undergraduate degree in Social Sciences/Nursing/Adult Education or related field

Bachelor’s Degree in Social Work (asset)

Job description

Job Summary

Reporting to the Director, Patient Partnership & Experience, the Patient Experience Specialist will collaborate with patients, families, caregivers, clinicians, leaders and staff to support patient care and experience in the Emergency Department of Windsor Regional Hospital. This role is responsible for supporting patients and caregivers while receiving care in our Emergency Departments and serves as a key resource for patient advocacy, communication, and service recovery.

Status: Part-Time
Salary Grade: 5

Job Summary

Reporting to the Director, Patient Partnership & Experience, the Patient Experience Specialist will collaborate with patients, families, caregivers, clinicians, leaders and staff to support patient care and experience in the Emergency Department of Windsor Regional Hospital. This role is responsible for supporting patients and caregivers while receiving care in our Emergency Departments and serves as a key resource for patient advocacy, communication, and service recovery.

The Patient Experience Specialist will promote a patient-centered approach to care by identifying and addressing patient and family concerns in real time, facilitating meaningful engagement, and fostering positive relationships between patients, families, and care teams. Through proactive rounding, collaboration, feedback collection, and continuous quality improvement initiatives, the incumbent will contribute to enhancing the overall patient experience and supporting an environment of compassionate, respectful, and responsive care.

Communications

This position will interact with patients, leaders, staff and physicians at all levels of the Hospital organization.

Skills/Capabilities

• Strong ability to de-escalate and manage crisis;
• Strong problem solving, decision making, analytical and negotiation skills;
• Innovative self-starter with strong multi-tasking and organizational skills;
• Organized and solution-focused;
• Strong communication skills, verbal, written and listening;
• Able to work both independently and as a member of a team and have the ability to interact and develop effective relationships with diverse groups of individuals;
• Detail oriented with a high level of accuracy and proven track record of project follow-through;

Duties And Responsibilities

• Adhere to policies and procedures established for the assigned department while supporting the Mission, Vision and Values of Windsor-Regional Hospital.
• Engage as a collaborative member of the Emergency Department with focused attention on patient experience, support, advocacy and partnership.
• Enhance communication in the waiting room while collaborating with patients and staff and assisting with comfort items (water, blankets, etc.) for those experiencing a longer than usual wait time.
• Collaborate with staff for patients being admitted and connect patients to the patient experience program for a focus on continuity of care.
• Support patients and caregivers with communication, collaboration and escalation of concerns while in the Emergency Department.
• Support programs in the implementation of strategies to improve patient satisfaction.
• Assist in fostering an environment of real-time de-escalation of concerns, both with staff and with patients/families.
• Create, implement and monitor mechanisms for ongoing input from patients and family members seeking care.
• Assist in completion of surveys.
• Participate in education related to strategic plan initiatives as appropriate.
• Engage in rounding to support patient/family needs and liaise with experience team to address feedback/concerns in real time.
• Perform any other relevant duties as assigned.

Qualifications

• Undergraduate degree in Social Sciences, Nursing, Adult Education, or related field of study required;
• Bachelor’s Degree in Social Work considered an asset;

Windsor Regional Hospital is an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, upon request, accommodation will be provided by WRH throughout the recruitment, selection and/or assessment process to applicants with disabilities.