Patient and Family Experience Specialist - Patient and Family Experience Team

Job Description

Through its core values of Courage, Respect and Excellence, CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change. CAMH is more than a hospital, it is a cause. CAMH is on a mission to change the way society thinks about and responds to mental illness. They aim to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system – a world where Mental Health is Health.

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The Patient and Family Experience Team is currently seeking a full-time, temporary (6 months) Patient and Family Experience (PFE) Specialist. Reporting to the Senior Manager, Patient and Family Experience, the PFE Specialist will provide clinical expertise in supporting the Patient and Family Experience (PFE) Coordinators with management of the day to day operations of the Patient and Family Experience Office. The PFE Specialist will provide support and guidance to the PFE Coordinators when complex cases arises, including connecting directly with patients/families/members of the public to resolve concerns. The PFE Specialist will also support the PFE Coordinators with maintaining case files in our internal tracking system and ensuring that questions/concerns from stakeholders are responded to in a timely manner. The PFE Specialist will provide support and education to staff and physicians seeking proactive guidance from the Patient and Family Experience Office to navigate complex situations. This will include development and delivery of education and training for clinical teams. The PFE specialist will also support with ongoing projects within Patient and Family Experience, including but not limited to the expansion of patient experience surveys.

This position requires a high degree of confidentiality and discretion as you will provide assistance on confidential employee and physician practice issues and patient clinical matters. Participation in CAMH risk management and quality improvement initiatives will be required. You will liaise effectively with internal stakeholders including the Quality and Patient Safety team, Office of CAMH President and CEO, Chief Medical Officer, Legal Office, CAMH leaders and managers, Empowerment Council, Psychiatric Patient Advocates Office, Office of Provincial Ombudsman, and clinical leadership. Other responsibilities include, but are not limited to:

• Preparing correspondence
• Preparing formal reports and presentations;
• and other duties as assigned

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

Minimum Requirements

The successful candidate will have a Master’s degree in a related field and be a regulated health professional in good standing with their respective College. Experience working in a hospital and/or mental health and addictions field preferred. Conflict management training or Alternative Dispute Resolution certification is considered an asset. Awareness of the impact of stigma as experienced by people with lived experience of mental health illnesses and or addictions will be an asset. You will possess strong written, verbal and analytical skills and the ability to manage multiple activities. You will be skilled at developing and delivering presentations. You will have superior organizational and communication skills, tact, diplomacy and sound judgment. You will possess excellent time management skills and the capacity to attend to your duties with minimal supervision. You will be conscientious, empathetic, mindful, objective and able to engage with others in a compassionate and productive manner. You will effectively manage unpredictable, stressful situations and conflicting priorities. Superior computer, data management and basic statistical analysis skills are essential. You will be proficient in the use of the advanced level Microsoft Office suite of applications, Adobe Acrobat Professional and related software combined with an ability to learn new applications quickly. Bilingualism (French/English) and/or proficiency in a second language would be an asset.

Compensation & Benefits:

• Salary is competitive and based on experience, with a hiring range of $83,797.50 – $104,746.88 per year.
• Employees in this role may progress within the full pay range of $83,797.50 – $125,696.26 per year
• CAMH’s Total Rewards: Includes participation in HOOPP defined benefit pension plan, extended health and dental benefits, paid vacation starting at 4 weeks, flexible work arrangements, and ongoing professional development support.

This role allows professionals to apply their expertise in a mission-driven environment dedicated to public health outcomes.