Patient Relations Advisor (Full Time)
At this time, the South West Local Health Integration Network is seeking one (1) permanent full time Patient Relations Advisor to manage the complaint and event management process and serve as a proactive resource for concern and complaint resolution.
The Patient Relations Advisor serves as a central resource for information concerning patient’s rights and responsibilities and ethical issues, and provides consultation on issues that impact patient’s rights and responsibilities; investigating issues and ensuring compliance. The primary goal of the Patient Relations Advisor is to ensure that patients receive the best possible customer service while upholding the LHIN’s vision, mission, values and purpose.
What will you do?
As a Patient Relations Advisor, you will:
- Consult on cases and where necessary, assist staff to handle and resolve complaints in a timely and effective manner, involving Managers, Home and Community Care when required for coaching and support of staff.
- Serve as the LHIN’s primary point of contact to respond to MPP’s offices regarding patient concerns/complaints.
- Serve as the LHIN’s primary point of contact to respond to Action Line or Ministry of Health Complaints.
- Lead the development of case conferencing guidelines.
- Lead the development of the events management process flow.
- Working with the various Managers and Directors, coordinate and lead case conferences.
- Assist LHIN with written responses to patients through the development of letter templates and writing.
- Use project management skills to lead and/or support the ongoing development of adverse event and risk reporting and tracking, including system administration and customization, staff education, process review, report development.
- Monitor and audit the ETMS system with regard to complaints and events to ensure timely investigation, follow-up, and closure of files.
- Work with the Director and Quality team members to identify opportunities for improvement in patient satisfaction, quality and safe and equitable care.
- Support the development of policies and procedures and tools to identify and address areas of risk or concern for patients, service providers, LHIN staff and the organization as a whole.
- Identify and share research, recommendations, or other information regarding patient relations practices, events reporting, ethics, and quality of care.
- Work with the Human Resources Team to design and provide training to staff on topics such as customer service, patient relations, and patient’s rights and responsibilities, ethics, and quality.
- Work with the Communications team to provide recommendations on the development of newsletters, brochures, or other printed materials to share information with patients.
- Provide a client-centered, ethics, and quality perspective through participation on assigned committees, work groups, and project teams.
- Provide education to staff regarding customer service principles, patients’ rights and responsibilities, and ethical issues.
- Facilitate the development of the disclosure framework based on OALHIN guidelines.
- Provides education to LHIN staff about disclosure framework and process
- Lead and/or participate in the investigation and management of high risk and adverse events, including file reviews, report preparation, and data analyses, as required.
Location: This position is located within the South West LHIN regions and may be worked in one of the LHIN’s offices: Woodstock, St. Thomas, London, Stratford, Seaforth, Owen Sound.
What must you have?
- Four (4) year university degree in a related discipline in Quality, Patient Safety and/or Patient Relations.
- Three (3) year diploma in a related discipline plus related experience.
- Minimum two (2) years’ related experience in a health care environment.
- Previous experience leading and/or facilitating patient-related concerns.
Knowledge, Skills, and Abilities:
- Knowledge of risk and feedback software (i.e. enterprise risk management software, occurrence tracking software)
- Strong communication skills.
- Strong problem solving and decision-making skills.
- Self-motivated, able to work independently and within a team.
- Ability to manage multiple projects within tight deadlines; excellent time management and organizational skills
- Experience in developing robust and practical processes and structures.
- Demonstrated ability to handle confidential information with discretion and professionalism.
- Demonstrated knowledge and commitment to continuous quality improvement.
- Knowledge of relevant legislation pertaining to patient care.
- Knowledge of ethical principles of care, patients’ rights and responsibilities, and customer service principles.
- Knowledge of Accreditation Canada standards.
- Proficiency in data analysis and statistical trending.
- Knowledge of health care system and the role of the LHIN within the system.
- Designation as a Regulated Health Professional is an asset.
- Proficiency in a second language, particularly French.
- An ambassador of workplace culture.
Who we are:
Local Health Integration Networks (LHINs) play a key role in Ontario’s health care system. Working in partnership with patients, families, providers and community organizations, LHINs ensure people have access to the health care they need — at home and in the community.
Committed to innovation and collaborative partnerships, the South West LHIN plans, coordinates and funds local health services, and delivers high-quality home and community care to patients and families, with a focus on improving population health, the patient experience, and value for money across the health care system. Our staff incorporate the best aspects of teamwork and continuous learning as they work with the local community to ensure the best health outcomes for everyone.
How do I apply?
Please visit www.lhinjobs.ca to submit your resume and cover letter. Application deadline is August 25, 2019 at 11:59 p.m.
All applications will be reviewed; however, only those selected for an interview will be contacted. Due to volume of applications, we are not able to respond to general inquiries by phone or e-mail.
We are committed to a culture that values diversity and inclusion.
We welcome and encourage applications from people with disabilities, and are committed to providing accommodation as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment process.