Patient Relations Advisor - Kitchener, Canada - Grand River Hospital

Grand River Hospital

Verified Company

Kitchener, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Location:
Forty Green

Work Type:
Full Time

Shift:
Non Union

**JOB SUMMARY: Delivering a positive patient experience is essential to providing safe, high quality health care. The Patient Relations Advisor works to create an environment that promotes a positive patient experience by collaborating with patients, their caregivers and hospital staff and physicians to identify and resolve concerns. This position gives voice to patients and their support network in a timely and articulate manner, translating those concerns to the interdisciplinary team as well as to middle and senior management and the hospital board. There is also potential for interaction with the hospital's insurer and legal counsel.

Key Responsibilities:
Work collaboratively with the clinical team and patients & their support persons to address patient concerns in a timely manner

Receive, investigate, propose solutions and respond to patient concerns
Facilitate communications and participate in meetings between GRH medical, clinical and administrative staff and patients and their support persons.
Provide advice and support to clinical and administrative staff in managing and deescalating contentious situations involving dissatisfied patients
Maintain documentation and metrics related to the complaint process
Review and analyze data related to complaints to understand areas of risk and identify opportunities for improvement
Promote positive patient relations in the organization and build capacity for handling patient concerns through coaching, mentoring, education and communication with clinical staff and administration

Develop and update Policies & Procedures related to complaint management.

Participate in quality of care reviews as required.

Contribute to ensuring there is a safe environment for patients, staff and visitors.

Work collaboratively with risk management, quality and other stakeholders to develop and implement strategies to improve the patient experience.

Work collaboratively with risk management to identify cases that are at risk for insurance claims or legal action.

File potential claims with HIROC
Access, review and summarize clinical documentation as required for legal or insurance claims
Participate from time to time as a witness or in examinations for discovery
Assist insurance company in investigations

**QUALIFICATIONS:

Education & Knowledge:

Bachelor's degree in a relevant health services field as well as a member in good standing with the relevant regulatory health provider college (e.g. nursing, social work) or equivalent combination of education and experience.
Training or proven ability in negotiation / dispute resolution.
Knowledge of key legislation (ECFAA 2010, QCIPA 2016, Apology Act 2009, AODA 2005).
Minimum 57 years of experience preferred.
Additional education or training in health law or risk management is an asset.

Skills:

Ability to manage conflict and deescalate
Excellent interpersonal, verbal and written communication and customer service skills
Ability to work independently and coordinate multiple time demands
Sound judgment, tact and diplomacy
Understanding of hospital regulations
Comfort in presentation skills
Excellent computer skills, Microsoft Office Professional, Word, Excel, PowerPoint
Good attendance record
APPLICATIONS WILL BE RECEIVED UNTIL THE POSTING IS CLOSED.

Grand River Hospital is committed to fair and equitable employment and in our recruitment and selection practices.

We strongly believe in inclusion and diversity within our organization, and welcome all applicants including, but not limited to:

racialized communities, all religions and ethnicities, persons with disabilities, LGBTQ2S+ persons, Indigenous people, and all others who may contribute to the further diversification of our Hospital community.

We are committed to providing and fostering a respectful workplace for all employees, free from violence and harassment. Grand River Hospital is a proud member of the Canadian Centre for Diversity and Inclusion (CCDI).