Manager, Patient and Family Experience and Partnerships

Job Summary :

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Manager, Patient and Family Experience and Partnerships (PFEP), manages a team and leads and co-ordinates all aspects of complex initiatives undertaken by the PFEP team in support of organizational strategies, programs, and projects. The Manager oversees the identification of person and family centered initiatives to address patient experience and engagement needs that have been identified at BC Cancer. The Manager builds and strengthens partnerships with multiple parties of interest to ensure that patient and family experience initiatives solutions can be implemented effectively. The Manager ensures the deliverables are completed on time and on budget. The Manager leads and coordinates project activities including financial responsibility for the initiatives and management of resources as deemed necessary to meet the program deliverables. The Manager cultivates and manages key internal and external relationships; utilizes and applies project management principles and professional expertise to lead complex, multi-organizational initiatives; and provides leadership, advice and guidance on various patient experience initiatives. The Manager provide leadership, guidance and support to their team, contractors and parties of interest.

Duties / Accountabilities :

• Leads and / or coordinates the evidence-based planning and design of complex, strategic initiatives, including health literacy, patient experience measurement, cultural safety and anti-racism, provincial partner engagement and stigma reduction priorities. Establishes detailed project charters, plans and objectives to outline timelines and project deliverables. Executes project plans according to project methodologies, ensures successful and coordinated completion of project components, facilitates consensus with all partners of interest as needed and ensures readiness for project implementation.
• Tracks progress according to plans for patient and family experience and engagement initiatives and identified metrics. Monitors and reports on the status of initiatives and major barriers encountered. Makes decisions and recommendations regarding projects scope and related changes required to facilitate a successful outcome. Implements or contributes to the implementation of effective processes to assess project risks, identify risk mitigation strategies and monitors risk.
• Develops and monitors implementation budgets within the context of operational demands and environmental and resource constraints and uses best practice methods to thoroughly monitor and adhere to allocated budgets. Responsibilities include reporting variance, planning and adjusting operations and / or staffing to meet projections and annual targets, approving expenditures and preparing summaries and is accountable for its own operating budget.
• Identifies and manages key partner relationships across multiple organizations. Collaborates with key support areas and parties of interest, including the leaders and staff across all BC Cancer operations, PHSA Corporate partners, Regional Health Authorities, Doctors of BC and Health Organizations across BC. Negotiates / facilitates resolution of any impediments to progress and success with these parties of interest.
• Liaises with organizations, primary care physicians, agencies and the communities to identify and document deliverables, including issue discussion and resolution, in support of efficient and effective execution of the initiative.
• Provides supervision, leadership and guidance to team members by establishing priorities, supervising and directing work, assessing performance, motivating and coaching staff. Maintains full accountability for all personnel including hiring, termination, and handling discipline problems.

Qualifications :

A level of education, training, and experience equivalent to a Master’s Degree in Health Services Administration, Business Administration or relevant health care discipline with a minimum of seven (7) year’s recent, related experience in project management and facilitating and managing consultation processes with a wide range of client groups. Project Management Professional designation and experience in fostering person and family centered care and leading community engagement is considered an asset.

Experience or working knowledge of community engagement, person centered care, the continuum of the cancer care journey, quality improvement methodology and change management are key to the success of this role. Demonstrated ability to supervise and lead staff. Ability to establish courses of action for self and others that are results oriented. Excellent oral and written communication skills including the ability to present information in concise and meaningful ways, to facilitate, negotiate, and persuade multiple client groups with diverse views and experiences. Knowledge of current and emerging evidence based practice in standards and guidelines, client engagement and continuing education and adult learning principles. Demonstrated analytical and critical thinking skills including the ability to creatively problem-solve in partnership. Computer literacy with word-processing, spreadsheet, presentation, project management and database applications.