Manager, Patient and Family Experience - Toronto, Canada - Centre for Addiction and Mental Health

Centre for Addiction and Mental Health

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Number: 928873

Category:
Quality, Safety & Patient/Family Exp

Positions Available: 1

Years Experience Required: 5 years

Location:
Toronto, Ontario

Posted Date:
Feb 14, 2024

EMPLOYMENT OPPORTUNITY

Manager, Patient and Family Experience

Quality, Safety, Patient and Family Experience

Position Description
The Centre for Addiction and Mental Health (CAMH) is currently seeking a full-time, permanent Manager, Patient and Family Experience.

Reporting to the Director, Quality, Patient Safety, Patient and Family Experience, and working collaboratively with staff and physicians to promote an extraordinary/positive patient experience, the Manager is responsible for managing all aspects of the patient and family experience program, including oversight of the client relations office and family resource centre.

In this role, you will work with senior leadership in Quality to lead efforts to understand the experience of patients and families, and lead programs and services that will advance the patient and family experience at CAMH.

This includes providing oversight for the day-to-day operations of the Client Relations and Patient/Family Experience Teams, act as a Subject Matter expert for clinical teams around issues related to patient/family-centred care and conflict management, develop policies, procedures and guidelines to ensure continued compliance in accordance with the _Excellent Care For All Act_ (ECFAA).

Working with Senior Leaders, you will establish and maintain systems to track and trend feedback across CAMH and develop robust reporting across CAMH to Managers, Directors, Senior Leadership.

The Manager will work collaboratively with the Patient Advisory Committee (PAC), Family Advisory Committee (FAC), Empowerment Council, Psychiatric Patient Advocates Office, Office of Provincial Ombudsman and key clinical leaders.

You will be accountable for ensuring that feedback is documented and responded to in a timely manner.

You will also prepare and present formal reports to CAMH leaders and the Clinical Quality Committee of the CAMH Board of Trustees.

You will monitor performance of the client relations process at CAMH, evaluate the outcomes and impacts, identify potential improvements, and implement same where appropriate.

You will build trust and respect with stakeholders; share the patient/family experience perspective to inform decision making and use patient/family feedback to identify opportunities for improvement and impact change at both the individual and system level.

As part of supporting a positive patient experience, you will actively participate in key CAMH initiatives and committees and engage with patients and families.

You will support a workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located at 100 Stokes Street.

Qualifications

Master's degree and 5 years progressive experience in health care, preferably in mental health and addictions.
Regulated Health Professional with membership in good standing with the relevant regulatory college is an asset.
Membership in Ontario Patient Relations Association (OPRA) is an asset.
Expert mediation and conflict resolution, preferably with formal training in Conflict Resolution techniques
Strong negotiation skills combined with an awareness of professional roles & functions of diverse disciplines within integrated clinical teams, and can effectively liaise with external programs & agencies. You must demonstrate the ability to provide leadership and organizational effectiveness in managing client/patient/family complaints/concerns, and a commitment to enabling clients/patients/family members to exercise their rights.
Prior experience in a leadership capacity in patient relations office is an asset.
Experience analyzing quantitative and qualitative patient experience data
Excellent communication (both oral and written), interpersonal, and presentation skills and should possess excellent judgment, tact and diplomacy to work with diverse teams and stakeholders.
Possess a compassionate and emotionally resilient approach to complex challenges inherent in a leadership role in a patient relations process
An indepth understanding of the Ontario health care system and related legislation is required. This includes, but is not limited to, Excellent Care for All Act (ECFAA); Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, Personal Health Information Protection Act, and Quality of Care Information Protection Act
Demonstrated skills to liaise effectively with stakeholders in the community on behalf of CAMH, demonstrated sensitivity to the principles of diversity and culture, the ability to challenge and to motivate others and the ability to forge strong relationships with staff and the clients they serve are required.
Excellent Computer skills (Access, Excel, Powerpoint, Project, Outlook, Feedb