• Manager, Patient Experience & Engagement

    Posted Date 2 months ago(9/6/2018 3:09 PM)
    Job ID
    Job Location
    CA-ON-Markham ON
    # Positions
    Job Type
    Job Industry
    Government and Public Sector, Healthcare and Medical Services
    Central LHIN
    Career Level
    Experienced, Management
    Years of Experience
  • Job Description

    Central LHIN


    Manager, Patient Experience & Engagement 


    Position Summary

    Reporting to the Director, Risk Management and Patient Safety, this position is responsible for patient experience and engagement; managing the patient relations processes including complaints and appeals and supports patient experience improvement and engagement strategies.


    Core Responsibilities

    • Leads, develops, and manages patient experience and engagement initiatives across the organization
    • Develops a patient relations processes that is transparent, responsive and equitable
    • Assists patients and caregivers to navigate complaint and appeals processes and provides an opportunity for them to express compliments, concerns, suggestions and improvements
    • Undertakes mediation of disputes between patients, substitute decisions makers (on behalf of patients) and Central LHIN employees or service providers concerning the delivery of services
    • Collaborates with appropriate stakeholders to problem solve and strengthen the relationship between the patient and Central LHIN for complex patient and family issues
    • Supports leadership development in managing and resolving complaints and provides education to staff on patient relations process e.g. complaint management
    • Builds relationships with health service providers, service provider organizations and other relevant stakeholders to support resolution of complaints
    • Develops and implements a patient experience and engagement strategy for the Central LHIN
    • Reviews and evaluate patient experience and engagement processes using patient feedback from various sources e.g. complaints, surveys, incident reviews, to inform practice and improvements
    • Fosters a culture of person-centred care and engagement
    • Revises and/or provides advice on Central LHIN policies and procedure ensuring compliance with relevant legislation
    • Participates and has a lead role in committees that involve Patient Experience and Engagement e.g. Care Support and Learning Committee
    • Supports the Patient and Family Advisory Committee
    • Represents Central LHIN on relevant Pan LHIN and external committees/ projects


          Knowledge Management

    • Collaborate and build capacity for knowledge management across the organization
    • Leverage technology to enable knowledge management initiatives

    Relationship Management

    • Coach managers and employees regarding patient relations
    • Establish and sustain effective working relationships with management and staff at all levels to facilitate successful relationships with patients and caregivers
    • Develop and sustain positive working relationships with service providers to assist them in follow-ups that meet patient needs and development of best practice
    • Provide support to senior management by identifying the impact of proposed changes to organization and patients from organizational effectiveness perspective
    • Provide mediation and dispute resolution expertise


    • Lead and/or participate in inter LHIN Provincial committees and other inter-agency committees to improve processes regarding patient experience and engagement across the continuum
    • Provide ongoing leadership, advice and counsel to the management team and organization on positive areas and opportunities for improvement for patient experience

          Safety, Science and Service

    • Ensures that safe, high quality healthcare and/ or services are always patient centered, driven by information and organized for safety
    • Participates in safety and quality information gathering and analysis
    • Leads changes and improvements are identified from the collection of data and implement and put into practice
    • Understands expectations  around the quality and safety framework and leads safety and quality initiatives
    • Ensures that healthcare staff respect and respond to patient choices, needs and values



    • Relevant University degree or recognized equivalent work experience.
    • Minimum 5 years’ experience in managing patient/consumer complaints, investigations and resolutions.
    • Knowledge of the Excellent Care for All Act
    • Knowledge of Local Health System Integration Act, Home Care and Community Services Act, and other relevant health care legislation an asset
    • Knowledge of Patient’s First: Action Plan for Health Care
    • Certification in dispute resolution and/or mediation an asset.


    Patient Relations

    • Dispute resolution skills to help resolve complex issues related to patient care
    • In-depth knowledge of complaint management techniques
    • In-depth knowledge of problem solving techniques and solutions to drive improvement 
    • Influence and enable others to utilize problem solving, dispute resolution and negotiation skills to enhance patient experience
    • Good knowledge of the healthcare system and direct care/service delivery models used in community agencies
    • Good knowledge of Central LHIN’s strategic priorities and goals


    This position is located at the Central LHIN headquarters in Markham, Ontario. There may be requirement for occasional travel to other sites across the Central LHIN.

    For more information on the Central LHIN, visit centrallhin.on.ca.

    We thank all candidates for their interest; however, only those selected for an interview will be contacted. Individuals with a disability requiring accommodation during the application and/or the interview process should advise the recruitment contact so arrangements can be made.


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