Quality Improvement Representative, Workplace Health Call Centre (BB-FDD21)
Found in: Talent CA
Description:Bring your positive energy and commitment to excellent customer service to this exciting and diverse role where you can really make a difference as a Quality Improvement Representative. In this role you will build on your career experience, as you actively support the Workplace Health Call Centre. You will assist with the implementation and evaluation of quality improvement initiatives within the Provincial Workplace Health Call Centre (PWHCC) and BC Health Authority Workplace Health Services.Fraser Health is responsible for the delivery of hospital and community-based health services to over 1.8 million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional territories of the Coast Salish peoples. Our team of nearly 40,000 staff, medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care.Twelve acute care hospitals, BC's first dedicated outpatient care and surgery centre and services in public health, home health, mental health and residential care facilities. Known as one of the most desirable place to live in the world, these dynamic communities along with inspiring scenery and easy access to an abundance of outdoor activities provide an amazing quality of life.We are proud of the innovation, dedication, integrity and tenacity of our physicians, employees and volunteers. More than any building or technology, we believe it's our people who make Fraser Health distinct.Fraser Health's Commitments: •Being passionate in pursuit of quality and safe health care •Inspiring individual and collective contribution •Being focused on outcomes, open to evidence, new ideas and innovation •Embracing new partners as team members and collaborators •Being accountable •Strategic direction In this position your primary responsibilities include: •Conducting regular quality audits on PWHCC output, systems, and processes. •Assist in the development and implementation of quality improvement initiatives. •Provides basic supervisory coverage as necessary, and assists staff in handling difficult calls by clarifying procedures, providing best practice recommendations, or using interpersonal skills to resolve issues. •Oversee statistical reporting and staff performance metrics and utilizes this information in the evaluation of the effectiveness of training programs, activities and resources. Evaluation involves analyzing learning outcomes by using program/resource evaluation, learner behaviors, utilization statistics, and reviewing feedback to determine opportunities for quality improvement. •Enhances knowledge transfer and integration with the various Health Authority Workplace Health teams and across client applications as required. •Reviews and recommends process changes for work flow and staffing levels in support of PWHCC service delivery commitments to each of the Health Authorities. •Provides training activities to individuals and groups by facilitating groups, coaching, mentoring, conducting formal presentations and demonstrations, and by using educational technology in a training environment and self-directed learning methods to implement planned programs. •Participates in the development of new Call Centre initiatives. Recommends strategies to improve team, services, data integrity and work processes using principles of continuous quality improvement to promote delivery of a high quality service. •Performs other operations functions as required, including taking calls during overflow periods. Education and experience required: •Graduation of a diploma program in Business, Human Resources, Adult Education or relevant discipline. •Five years' recent related experience including in a leadership, training, or quality role. An equivalent combination of education, training and experience is acceptable.This Relief Full-time position is located in Surrey, BC with access to public transit, restaurants and other amenities and will be available until November 31, 2021 or until the return of incumbent.Valued Benefits:A career at Fraser Health will offer you the opportunity to work in a fast growing and exciting organization with professionals who are eminent in their respective fields. We offer a competitive salary package, including comprehensive health benefits coverage.
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