Manager, Patient Experience, Full-time - Markham, Canada - Oak Valley Health

Oak Valley Health

Verified Company

Markham, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Full time

Description

Land Acknowledgement:

Oak Valley Health honours the traditional territory of the closest Indigenous communities, the Chippewas (chi-puh-waas) of Georgina Island and the Mississaugas of Scugog Island.

The Haudenosaunee (Ho-de-no-shau-nee) and Anishinaabe (Ah-nish-in-ah-beh) have lived, worked and existed on this land from time immemorial.

This land is covered by Treaty 13 signed with the Mississaugas of the Credit, and the Williams Treaty signed with many Mississauga and Chippewa bands.

Forbes Canada Honouree

Who you are:

You encompass Oak Valley Health's core values and live the words of Respect, Trust, Commitment, Compassion and Courage
You are a patient and/or client centered individual who performs at an exemplary standard
You are a team player with excellent communication, critical thinking and prioritization skills

What we are looking for:

To provide leadership, management (of daytoday operations) and evaluation of the patient experience portfolio, aligned with Oak Valley Health's strategic plan. This will entail responsibility for developing and leading a patient experience strategy that strengthens patient experience organizationwide. Redefining 'patient experience' as a core business strategy will be the priority, and will call for the development and alignment of systems, processes and structures to support this foundational work. Additionally, this role will be a point of contact for patients, families, visitors, and staff to navigate concerns, compliments and feedback related to their hospital experience. The role will also build partnerships with departments across the hospital to provide the support and tools required to facilitate dispute resolution, as well as proactively engage teams on customer service strategies.
Patient Relations Specialist acts as a liaison between patients, families, and the hospital to support patientcentric care delivery. Communicates patients' questions, concerns, and issues to appropriate staff members, follow up, and facilitates solutions as needed. Explains policies, procedures, rights and applicable regulations to patients/families/caregivers and provides informational resources about available services. Works with multidisciplinary teams and makes recommendations for improvements to the patient experience.
Interpreters (contracted service) provides onsite language interpretation across the hospital (Oak Valley Health site).

You will be responsible for:

Responsible for overall supervision of all aspects of the Patient Experience improvement effort including coordination of training, development and project management related to service culture change.
Design and provide all training, coaching and mentoring processes while building and maintaining strong working relationships with senior leaders, physicians, clinical and nonclinical management team members and staff in all departments.
Works in concert with teams in promoting and evaluating progress towards redefining the patient experience.
Work with the governance team to triangulate multiple sources of data to identify themes and trends and proactively manage and address them including working with the Quality Lead and other staff on improvement work. Lead and evolve the Patient Experience Participant Program
Investigate and provide response letters to complainants, for example, Patient Ombudsman, may engage hospital leadership as required.
Support the Patient Relations Specialist and all efforts related to the management of complaints and grievances as well as implementation of service recovery improvement efforts.
Participate in family meeting as required.
Cover the Patient Relation Specialist when that individual is off.
In collaboration with the Patient Relations Specialist, manage and coordinate the hospitals complaints management process and procedures, maintaining a central database and logging on RL Datix.
Ensure the learning and improvements identified from complaints and concerns are achieved measured and logged.
Provides leadership with monitoring and translation and/or utilization of patient experience data.
Regular reporting on qualitative and quantitative data to ensure that the experience of care, patient voice and personcentered approach is at the forefront of decisions and demonstrates responsiveness.
Utilize real time patient feedback to track how patient comments are changing in response to changes in service delivery.
Utilize methods such as dashboards and roadshows to enable point of care staff to interact with the data and focus on bringing about meaningful change.

What you bring to the role:

Undergraduate Degree in Regulated Healthcare Professional related field required (e.g. nurse, social worker)
5 years regulated healthcare professional work experience required.
Minimum 2 years of manager experience preferred.
Master's Degree in Health related field preferred (e.g. Health administration