Talent.com
Patient Experience Advisor
Patient Experience AdvisorGrand River Hospital • Kitchener, Region of Waterloo, CA
Patient Experience Advisor

Patient Experience Advisor

Grand River Hospital • Kitchener, Region of Waterloo, CA
Il y a 12 jours
Type de contrat
  • Temporaire
Description de poste

Position Vacancy : Quality Assurance

Work Type : Full Time (existing position)

Location : WRHN

Home to seven regional programs and comprehensive health-care services, Waterloo Regional Health Network (WRHN, pronounced wren) is committed to meeting the current and emerging needs in Waterloo-Wellington and beyond. WRHN is redefining the health-care experience through collaboration and innovation, addressing barriers to access, advancing care delivery, and setting new standards in compassionate, empowered community-driven health care. At WRHN, every patient is at the centre of everything we do as we strive to improve lives, inspire healing, and build healthier, stronger communities. By listening to patients and partners, we strive to connect communities to the right care, at the right place, and at the right time.

Please Note : New employees must provide documentation / proof of COVID-19 vaccination status, a 2-step TB test, as well as proof of immunity to measles, mumps, rubella, and varicella (chickenpox) prior to their start date at Waterloo Regional Health Network (WRHN). New Employees will require clearance from Employee Health, Safety and Wellness before they are able to begin any position within WRHN.

Position Summary

Delivering a positive patient experience is essential to providing safe, high quality health care. The Patient Experience Advisor works to create an environment that promotes a positive patient experience by collaborating with patients, their care partners and hospital staff and physicians to identify and resolve concerns. In this role, you may be the first contact for patients and families with queries, concerns or compliments. You will support staff, formal leaders and physicians to investigate and follow up on complaints. In partnership with other key parties, you will identify strategic opportunities for service recovery and quality improvements. You provide support and advice to internal partners based on best practice in People Centred Care.

Responsibilities

  • Work collaboratively with the clinical team, patients & their support persons to address patient concerns in a timely manner
  • Receive, investigate, and respond to patient concerns
  • Facilitate and assist with the resolution of patient / family concerns in collaboration with leadership, physicians, and other healthcare team members
  • Coach / mentor staff, physicians and volunteers in dealing with challenging situations relating to patients and families
  • Maintain documentation and metrics related to the complaint / compliment process
  • Identify and trend systemic issues based on data analysis and bring forward recommendations for improvement
  • Generate patient feedback reports and communicate key findings to programs
  • Coordinate and facilitate Secondary Disclosure meetings and restorative patient feedback
  • Promote positive patient relations in the organization and build capacity for handling patient concerns through coaching, mentoring, education and communication with clinical staff and administration
  • Develop and update Policies & Procedures related to patient relations processes and feedback.
  • Participate in quality of care reviews as required, to represent the patient and family voice.
  • Contribute to ensuring there is a safe environment for patients, staff and visitors.
  • Work collaboratively with risk management, quality and other key members to identify cases that require additional investigation, and develop and implement strategies to improve the patient experience.

Skills

  • Superior understanding of consent, substitute decision making, confidentiality and privacy Strong investigation / assessment skills
  • Self-directed and able to manage multiple priorities Ability to manage conflict and de-escalate
  • Demonstrated ability to facilitate difficult conversations and act as a mediator Excellent interpersonal, verbal and written communication and customer service skills
  • Ability to work independently and also as part of a dynamic Patient Experience team Sound judgment, tact, diplomacy and ability to manage complex and sensitive issues
  • Understanding of hospital regulations Comfort in presentation skills
  • Excellent computer skills, Microsoft Office, Word, Excel, PowerPoint
  • Position Requirements

  • Bachelor’s degree in a relevant health services field Member in good standing with the relevant regulatory health provider college (e.g. nursing, social work) or equivalent combination of education and experience Training or proven ability in negotiation / dispute resolution
  • Knowledge of key legislation (ECFAA 2010, QCIPA 2016, Apology Act 2009, AODA 2005)
  • Additional education or training in health law or risk management, health equity, or patient experience are assets
  • Preferred Requirements

  • Minimum 5 years of experience
  • preferred Master’s degree an asset but not required
  • Waterloo Regional Health Centre is committed to fair and equitable employment and in our recruitment and selection practices. We strongly believe in inclusion and diversity within our organization, and welcome all applicants including, but not limited to racialized communities, all religions and ethnicities, persons with disabilities, LGBTQ2S+ persons, Indigenous people, and all others who may contribute to the further diversification of our Hospital community. We are committed to providing and fostering a respectful workplace for all employees, free from violence and harassment.

    Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code. WRHN is committed to complying with the Accessibility for Ontarians with Disabilities Act (AODA) to provide an inclusive, barrier free workplace. We will accommodate the accessibility needs of individuals with disabilities to support participation in all aspects of the recruitment process. Should you require this accommodation, please contact Human Resources.

    International Applicants If you are seeking employment on a temporary work or study permit we recommend reviewing work permit restrictions as it applies to healthcare organizations in Canada. Individuals holding a work or study permit seeking employment in the healthcare sector may be required to complete additional steps in the process. This may also apply to current employees seeking renewal of their work permits. It is the accountability of the applicant and / or employee to ensure they are adhering to their specific work permit restrictions. We would like to thank all candidates in advance for their interest and only those candidates selected for an interview will be contacted. Due to the volume of applications, we receive, we are unable to confirm the receipt of individual applications or resumes.

    #J-18808-Ljbffr

    Créer une alerte emploi pour cette recherche

    Patient Experience Advisor • Kitchener, Region of Waterloo, CA

    Offres similaires
    Nurse Manager, After Hours (Part Time )

    Nurse Manager, After Hours (Part Time )

    Homewood Health • Guelph, ON, Canada
    Temps partiel
    Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care.Work with supportive colleagues who are passionate about improving lives and c...Voir plus
    Dernière mise à jour : il y a 1 jour • Offre sponsorisée
    Full-Time Community Occupational Therapy / Physiotherapy Assistant (OTA / PTA)

    Full-Time Community Occupational Therapy / Physiotherapy Assistant (OTA / PTA)

    The Care Company Inc. • Simcoe, ON, CA
    Temps plein
    Quick Apply
    The Care Company is a home health care organization whose purpose is to create .A Better Life for Those at Home.We support clients of all ages—including infants, children, youth, adults, and s...Voir plus
    Dernière mise à jour : il y a plus de 30 jours
    Data Entry Clerk Work From Home - Part-Time Focus Group Participants (Up To $850 / Week)

    Data Entry Clerk Work From Home - Part-Time Focus Group Participants (Up To $850 / Week)

    Apex Focus Group Inc. • Brantford, ON, Canada
    Télétravail
    Temps plein +1
    Job Title : Data Entry Clerk Work From Home - Remote Panelists.Part-Time Focus Group Participants - Remote Work From Home (Up To $850 / Week). Our company is seeking individuals to participate in Natio...Voir plus
    Dernière mise à jour : il y a plus de 30 jours • Offre sponsorisée
    Practice Coach I / Clinic Manager

    Practice Coach I / Clinic Manager

    FYihealth group • Guelph
    Temps plein
    Our FYidoctors - Guelph clinic is seeking a Practice Coach for a full‑time role, working 40 hours per week, to fill an existing vacancy! Our clinic is open Monday through Friday, availability to wo...Voir plus
    Dernière mise à jour : il y a 7 jours • Offre sponsorisée
    Saviynt SME - TechDemocracy

    Saviynt SME - TechDemocracy

    TechDemocracy • guelph, on, ca
    Temps plein
    Lead design and implementation of Saviynt IGA solutions (Lifecycle, Access Requests, Certifications).Integrate Saviynt with HR, AD, Azure AD, and cloud / on-prem applications.Configure workflows, pol...Voir plus
    Dernière mise à jour : il y a 8 heures • Offre sponsorisée • Nouvelle offre
    Remote Freelance Project Manager – Patient & HCP Education & Engagement Platform - guelph

    Remote Freelance Project Manager – Patient & HCP Education & Engagement Platform - guelph

    Community Health Marketing (CHM) • guelph, on, ca
    Télétravail
    Temps plein
    Remote Freelance Project Manager.This role serves as the operational backbone of cross-functional initiatives, driving timelines, accountability, and execution excellence.This is a remote role that...Voir plus
    Dernière mise à jour : il y a 3 jours • Offre sponsorisée
    Monitoring & Evaluation Advisor

    Monitoring & Evaluation Advisor

    Cuso International • Kitchener, Ontario
    Permanent
    This Volunteer Placement is Located in : .Belize, Dominica, Grenada, Guyana, Jamaica, St.Vincent and the Grenadines, Suriname. Eligibility : Open to Canadian Citizens and Permanent Residents of Canada ...Voir plus
    Dernière mise à jour : il y a plus de 30 jours
    Medical Administrative Assistant - Contract - kitchener

    Medical Administrative Assistant - Contract - kitchener

    Grand River Personnel Limited • kitchener, on, ca
    Temps plein +1
    Our client, a doctor's office in Kitchener, is looking for an Medical Office Administrator with experience in medical office admin AND using PS Suites EMR software!. This role will start out part-ti...Voir plus
    Dernière mise à jour : il y a 3 jours • Offre sponsorisée
    Casino Coordinator

    Casino Coordinator

    BET99 • guelph, on, ca
    Temps plein
    BET99 is Canada's Premiere Online Sportsbook and Casino.Launched in 2020, we have consistently innovated the online gaming landscape every step of the way, exponentially growing our customer base a...Voir plus
    Dernière mise à jour : il y a 8 heures • Offre sponsorisée • Nouvelle offre
    Insolvency Advisor

    Insolvency Advisor

    BDO Canada LLP • Kitchener
    Temps plein
    Insolvency Advisor page is loaded## Insolvency Advisorlocations : Kitchener-Waterloo - Caroline Sttime type : Full timeposted on : Posted Todayjob requisition id : JR5699 • •Putting people first,...Voir plus
    Dernière mise à jour : il y a 10 jours • Offre sponsorisée
    Registered Physiotherapist (ADP Authorizer Preferred)

    Registered Physiotherapist (ADP Authorizer Preferred)

    Arvan Rehab Group • Delhi, Ontario, Canada
    Temps partiel
    Quick Apply
    We are currently looking for a.Registered Physiotherapist (PT).The Physiotherapist will work closely with residents to develop individualized treatment plans to help improve / maintain their mobility...Voir plus
    Dernière mise à jour : il y a plus de 30 jours
    Dental Reception / Treatment Coordinator

    Dental Reception / Treatment Coordinator

    Gordon Street Dental • Guelph, Ontario, Canada
    Temps plein +1
    Quick Apply
    We are looking for an experienced, enthusiastic, and energetic Dental Care Treatment Co-ordinator who will manage our Hygiene and Treatment Schedules. Responsible for the Booking Appointments and Ma...Voir plus
    Dernière mise à jour : il y a plus de 30 jours
    Customer Service Associate, Inside & Outside Lawn & Garden (Part Time)

    Customer Service Associate, Inside & Outside Lawn & Garden (Part Time)

    RONA+ • Brantford, ON, CA
    Temps partiel
    At RONA, our employees let their passion blossom every day.Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities...Voir plus
    Dernière mise à jour : il y a 5 jours • Offre sponsorisée
    Customer Service Manager

    Customer Service Manager

    Intellijoint Surgical Inc. • Kitchener
    Temps plein
    Lead the charge in elevating customer experience at Intellijoint Surgical!.Full time - In Office presence required 4 days per week. RRSP with employer match, health benefits (effective day-1!), well...Voir plus
    Dernière mise à jour : il y a 5 jours • Offre sponsorisée
    Home Health RN — Advanced Care & Palliative Support

    Home Health RN — Advanced Care & Palliative Support

    VON Canada (Ontario) • Brantford
    Temps plein
    A community health organization in Ontario is seeking a Registered Nurse to provide evidence-based, client-centered nursing care. Responsibilities include managing client care, conducting assessment...Voir plus
    Dernière mise à jour : il y a 10 jours • Offre sponsorisée
    Senior User Experience Designer

    Senior User Experience Designer

    fintex • guelph, on, ca
    Temps plein
    Canada's premier financial institutions.As we charter new territories in the digital domain, we are on the lookout for dynamic individuals. Senior UI / UX Designers collaborate closely with cross-func...Voir plus
    Dernière mise à jour : il y a 3 jours • Offre sponsorisée
    Product Specialist

    Product Specialist

    Syneos Health Commercial Solutions • Brantford
    Temps plein
    JOB SUMMARY The role of the Product Specialist (PS) will be to support the launch a new product across Canada in the insomnia market. Within their assigned territory the PS will be responsible for b...Voir plus
    Dernière mise à jour : il y a 10 jours • Offre sponsorisée
    Intermediate Property Adjuster, Full-Time, HYBRID (Kitchener, ON)

    Intermediate Property Adjuster, Full-Time, HYBRID (Kitchener, ON)

    SCM • Kitchener
    Temps plein
    Company : ClaimsPro LP — Intermediate Property Adjuster, Full-Time, HYBRID (Kitchener, ON).The Claims Adjuster actively adjusts claims while ensuring that business development opportunities are maxi...Voir plus
    Dernière mise à jour : il y a 10 jours • Offre sponsorisée