Senior Consultant

Alberta Health Services; Alberta; Hybrid; CAD 53,000 - 92,000; Full time

Job summary

Alberta Health Services seeks a Patient Relations Senior Consultant, a strategic leadership role in the Patient Relations Department, reporting to the Patient Concerns Director. You will guide the department to ensure the consistent application of the PCRP and drive process improvement across patient concerns resolution.

You will collaborate with department leadership and Patient Concerns Consultants to meet department objectives for education, policy development, planning, implementation, and

Qualifications

• Bachelor’s degree in Health, Leadership or Business Administration disciplines.
• A minimum of 5 years of progressive leadership experience in a healthcare environment.
• An expert knowledge of concerns resolution and the Alberta Patient Concerns Resolution ProcessRegulation 124/2006.

Responsibilities

• Provide guidance to staff and leaders in applying the PCRP and resolving patient concerns.
• Collaborate with department leadership and consultants to meet education, policy, planning and monitoring objectives.
• Interpret client needs, assess requirements, and identify issues including non-standard requests.

Skills

Leadership

Decision making

Coaching

Teaching

Strategic thinking

Education

Bachelor’s degree in Health Leadership or Business Administration

Master’s degree in healthcare related field or business administration

Tools

FACT database

PR Business processes

FACT system

Job description

Your Opportunity:

The Patient Relations Senior Consultant is a strategic leadership position in the Patient Relations Department and reports directly to the Patient Concerns Director. The Patient Relations Senior Consultant is accountable for supporting the Patient Concerns Director and providing guidance to the Patient Relations Department for Alberta Health Services (AHS) to ensure the consistent application of the AHS Patient Concerns Resolution Process, the ongoing evaluation and process improvement of all aspects of patient concerns resolution services within AHS as required under the Patient Concerns Resolution Process Regulation 124/2006, and the use of Patient Feedback data to inform service planning and quality improvements. The Patient Relations Senior Consultant is responsible for collaborating with the department leadership and Patient Concerns Consultants and meeting department objectives regarding department education, policy development, planning, implementation, operationalization, management, and monitoring of the PCRP including effective patient concerns management and resolution services with ensuing performance measures. The Patient Relations Senior Consultant will provide advanced consultation to staff and leaders in AHS to interpret client needs, assess requirements, and identify issues including non-standard requests. This role is guided by Alberta Health Services policies and procedures and applicable legislation which includes but is not limited to; Alberta Ombudsman’s Act, Patient Concerns Resolution Process Regulation, Health Information Act, Freedom of Information and Protection of Privacy Act, Alberta Evidence Act, Mental Health Act, The Protection of Persons in Care Act, Child Youth and Family Enhancement Act.

Description:

The Patient Relations Senior Consultant is a strategic leadership position in the Patient Relations Department and reports directly to the Patient Concerns Director. The Patient Relations Senior Consultant is accountable for supporting the Patient Concerns Director and providing guidance to the Patient Relations Department for Alberta Health Services (AHS) to ensure the consistent application of the AHS Patient Concerns Resolution Process, the ongoing evaluation and process improvement of all aspects of patient concerns resolution services within AHS as required under the Patient Concerns Resolution Process Regulation 124/2006, and the use of Patient Feedback data to inform service planning and quality improvements. The Patient Relations Senior Consultant is responsible for collaborating with the department leadership and Patient Concerns Consultants and meeting department objectives regarding department education, policy development, planning, implementation, operationalization, management, and monitoring of the PCRP including effective patient concerns management and resolution services with ensuing performance measures. The Patient Relations Senior Consultant will provide advanced consultation to staff and leaders in AHS to interpret client needs, assess requirements, and identify issues including non-standard requests. This role is guided by Alberta Health Services policies and procedures and applicable legislation which includes but is not limited to; Alberta Ombudsman’s Act, Patient Concerns Resolution Process Regulation, Health Information Act, Freedom of Information and Protection of Privacy Act, Alberta Evidence Act, Mental Health Act, The Protection of Persons in Care Act, Child Youth and Family Enhancement Act.

• Classification: Senior Consultant
• Union: Exempt
• Unit and Program: Patient Relations
• Primary Location: Alberta
• Location Details: Eligible to work remotely within Alberta
• Negotiable Location: Provincial
• Employee Class: Regular Full Time
• FTE: 1.00
• Posting End Date: 03-NOV-2026
• Date Available: 30-NOV-2026
• Hours per Shift: 7.75
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days
• Days Off: Saturday/Sunday
• Minimum Salary: $38.73
• Maximum Salary: $66.42
• Vehicle Requirement: Not Applicable

Required Qualifications:

Bachelor’s degree in Health, Leadership or Business Administration disciplines. A minimum of 5 years of progressive leadership experience in a healthcare environment. An expert knowledge of concerns resolution and the Alberta Patient Concerns Resolution ProcessRegulation 124/2006.

Additional Required Qualifications:

Leadership skills, including demonstrated ability and comfort with decision making responsibilities, coaching and teaching, and the ability to inspire and build confidence in others. Familiarity with the FACT database and PR Business processes and the use of the FACT systemas a case management tool for the application of the PCRP. Proven ability to foster partnerships, achieve organizational goals and influence culture within a large, diverse organization. Knowledge and practical experience in the application of change management and process improvement principles and practices. Uses strategic thinking (assessment and organizational implications). Ability to manage change and create innovative solutions for complex and diverse issues. Ability to foster professional growth in teams through educational deliverables/competencies/training. Ability to continually analyze effectiveness of strategies and implement quality and process improvements. Familiarity with the principles and strategies for advancing the practice of Patient and Family Centered Care throughout the organization. Effective communicator with strong organizational skills, client focused orientation and commitment to providing long term quality services. An expert knowledge of concerns resolution and the Alberta Patient Concerns Resolution ProcessRegulation 124/2006.

Preferred Qualifications:

Master’s degree in healthcare related field or business administration. Diploma, certificate, or courses completed in quality improvement and patient safety. Professional license, certification, or registration in related field. Leadership in patient concerns management. Demonstrated ability to foster a climate of cooperation amongst, and build solid relationships with public agencies, government, boards, committees and other partners.