Patient Relations Specialist

St. Michael's Hospital; Toronto; On-site; CAD 52,000 - 80,000; Full time

Job summary

Ein etabliertes Krankenhaus sucht einen Patient Relations Specialist, der die Stimme der Patienten und Familien in den Mittelpunkt stellt. In dieser Schlüsselrolle unterstützen Sie die Organisation bei der Verbesserung der Patientenversorgung durch effektive Kommunikation und Problemlösung. Ihre Aufgaben umfassen die Verwaltung von Feedback, die Analyse von Daten zur Identifizierung von Verbesserungsmöglichkeiten und die Schulung von Führungskräften in Best Practices. Wenn Sie eine Leidenschaft für Patientenversorgung und exzellenten Service haben, ist dies die perfekte Gelegenheit für Sie, einen positiven Einfluss auf die Gesundheitsversorgung zu nehmen.

Qualifications

• Mindestens 5 Jahre Erfahrung in einem Krankenhaus mit Patienten und Familien.
• Erfahrung in der Patientenbeziehungsposition zur Lösung komplexer Beschwerden.

Responsibilities

• Verantwortlich für die Bearbeitung und Dokumentation von Patientenfeedback.
• Führt die Überprüfung und Antwort auf komplexe Beschwerden durch.

Skills

Konfliktlösung

Mediation

Verhandlungsführung

Kommunikationsfähigkeiten

Organisatorische Fähigkeiten

Empathie

Datenanalyse

Education

Masterabschluss in einem verwandten Gesundheitsbereich

Tools

MS Office

RLDatix Feedback Software

Job description

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The Patient Relations Specialist supports Unity Health Toronto’s commitment to the best care experiences, created together, promoting care and service that reflects the organization’s Mission and Values and Care Experience Charter. Reporting to the Manager of Patient Experience, the Patient Relations Specialist leads the fair, timely and effective review and resolution of patient/family feedback across the organization’s three hospital sites. This role serves as a central point of contact for patients and families with inquires/concerns /compliments and is responsible for: intake of information and coordinating and supporting leaders and physicians in the review and follow up of patient concerns. The role is integral in communicating the patient/family voice to key stakeholders, managing the resolution of complex complaints along with tracking/trending feedback data to identify opportunities for service recovery and continuous quality improvement in the organization with the goal to improve the care experience. The role is responsible for imparting knowledge and best practices in patient relations with the organization and building internal capacity through strong engagement with organizational leaders, physicians and staff. The Patient Relations Specialist is also responsible for management of the feedback database, documenting/coding feedback, ensuring integrity of the data and report generation. This position works across all

Main Responsibilities

• Serves as a central contact in the organization, accountable for the intake, documentation and notification to leadership of patient and family feedback regarding the care and service (complaints, inquiries, compliments)
• Facilitates the fair, thorough and timely review and response of complex patient/family complaints (including chart reviews, meetings with patients, leadership and physicians and the coordination and tracking of case follow up), including response to escalations to the Patient Ombudsman’s office or regulatory colleges
• Problem-solves, mediates and negotiates the resolution of conflict between patients/family and the Health Care
  
  

Team to restore relationships and assists in diffusing anger and escalated situations.

• Engages and supports patients/families through the critical incident review process, ensuring their voice is included
  
  

in the process and works with leadership to facilitate communication of review outcomes

• Develops written communications on behalf of organization in response to patient and family feedback including
  
  

high risk, sensitive issues

• Identifies quality of care, safety, high risk/high profile issues through complaint investigations
• Manages the RL6 Feedback Database including appropriate documenting and coding of feedback, ensuring
  
  

integrity of feedback data, report generation and providing input into system optimization and effectiveness

• Analyzes and interprets feedback data, identifying trends, and making recommendations to leadership regarding
  
  

areas of focus for improvement

• Leads the orientation of new managers, directors, chiefs to the Patient Relations process including use of RL6
  
  

feedback database

• Builds internal capacity as an expert resource, sharing knowledge/best practices in patient relations through strong
  
  

engagement and coaching with organizational leaders, physicians and staff

• Provides support for patients/families to navigate the system, interpret policy/legislation.
• Develops and contributes to the review and enhancement of department processes
  
  

Qualifications

• Masters degree in a related healthcare discipline and a member in good standing of a professional regulatory body
• Minimum 5 years related hospital experience, working with patients/families and health care teams, and experience and skill in working with Mental Health and diverse populations
• Experience working in a Patient Relations position within a health care setting resolving complex patient complaints
• Demonstrated skill in conflict resolution, mediation, negotiation and facilitation with the ability and confidence to collaborate and build relationships with staff/physicians at all levels
• Highly developed communication skills including proficiency in writing complex sensitive correspondence
• Strong organizational, critical thinking and problem-solving skills with ability to manage stress and the unpredictable and to handle a high volume of work, multiple simultaneous demands/priorities
• Exceptional interpersonal skills with a high level of maturity, empathy and demonstrated ability to be fair/objective, and handle sensitive situations with diplomacy, tact and professionalism
• Experience in coaching, mentoring and developing others
• Self-directed and highly collaborative, able to establish credibility of role and developing ongoing relationships and networks to ensure success
• Demonstrated understanding of/commitment to Unity Health’s Mission and Values, strong customer service orientation and respect for/belief in the value of the patient/family as essential members of the health care team
• Must have knowledge and understanding of Hospital processes and Legislation (Excellent Care for All Act, Health Care Consent Act, Substitute Decisions Act, Mental Health Act, PHIPA)
• Demonstrated commitment to professional development and building skill set for Patient Relations role
• Proficiency in various computer applications (MS Office, experience with RLDatix Feedback Software), database management and ability to troubleshoot basic software issues
• Satisfactory Attendance Record.
  
  

Unity Health Toronto is committed to creating an accessible and inclusive organization. We strive to provide a recruitment process that is barrier-free and in compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We understand that you may require an accommodation at any stage of the recruitment process. When you are contacted, please inform the Talent Acquisition Specialist and we will work with you to meet your accommodation needs. We want to emphasize that all accommodation requests are handled with the utmost confidentiality, respecting your privacy and dignity.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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