Patient Experience Coordinator

Unit Summary

In accordance with our organizational commitment to provide an Excellent Patient Experience for All, the Patient Experience Office provides organization-wide operational support and leadership in the areas of Patient Experience, Patient Safety and Clinical Risk Management. The program is accountable for the provision of roles, resources and structures required to deliver safe, patient and family centred care and services across Hamilton Health Sciences (HHS) and, as a part of the Quality and Performance Portfolio, the program models the application of evidenced based quality tools and methodologies. The Office will: provide tools, processes and resources necessary to support, measure, monitor, and evaluate the Patient Experience; identify, prioritize and action strategies to improve and advance safe, patient and family centred care; provide infrastructure, tools and resources to facilitate the identification, management and prevention of adverse and critical events; and ensure corporate and local level strategies and tools for monitoring and evaluating performance metrics are established. Through education, modeling and mentoring the Patient Experience Office will support organization wide awareness, attention and focus on the critical importance and necessity of a positive experience for all patients and families.

Position Summary

Responsible to the Manager, of Patient Experience, the Patient Experience Office Coordinator is responsible to support operations of key areas of the program to ensure efficient and effective processes including: triaging and/or responding to patient, family or customer complaints, compliments or suggestions; providing administrative support to the program as required; managing and maintaining comprehensive data systems to meet the needs of the Patient Experience which may include data collection; Maintenance, coordination and corporate support of data systems including designing and writing reports ;assisting with the coordination of educational events.

Schedule Work Hours

Monday to Friday, days

Qualifications

1. College Diploma/Degree in Business Administration, Office Administration, or equivalent
2. Minimum 5 years experience in a health care setting, with a thorough understanding of the organization
3. Demonstrated ability to work collaboratively with multidisciplinary teams
4. Demonstrated experience with customer service or patient relations- with knowledge of complaint or incident management processes
5. Demonstrated abilities to: respond positively to change, work on own initiative, organize and set priorities, to problem solve, organize and develop systems which create efficient work flow, meet timelines and work effectively in a team environment
6. Excellent demonstrated communication (written and verbal), interpersonal and conflict management skills that promote co-operation and teamwork
7. Demonstrated excellent analytical, data management skills
8. Highly computer literate, including demonstrated working knowledge of Microsoft Word, Excel, Outlook, Access and Powerpoint . Experience related to videography production an asset.
9. Demonstrated high level of maturity, discretion and ability to work with highly confidential information
10. Demonstrated ability to maintain impartiality, objectivity, diplomacy and confidentiality, including an understanding and appreciation for cultural, religious and other individual beliefs
11. Medical terminology is an asset
12. Demonstrated evidence of commitment to continuous learning through pursuit of educational endeavours

Guidelines

Hamilton Health Sciences fosters a culture of patient and staff safety, whereby all employees are guided by our Mission, Vision, Values, and Values Based Code of Conduct. Hamilton Health Sciences is a teaching hospital and all staff and physicians are expected to support students and other learners.

To be considered for this opportunity applicants must apply during the posting period. All internal and external applicants may ONLY apply via the Careers website. This job posting is for an existing vacancy.

Hamilton Health Sciences is an equal opportunity employer and we will accommodate any needs under the Canadian Charter of Rights and Freedom, Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact Human Resources at 905-521-2100, Ext. 46947 for assistance. If the applicant requires a specific accommodation because of a disability during an interview, the applicant will need to advise the hiring manager when scheduling the interview and the appropriate accommodations can be made.

This competition is open to all qualified applicants, however, qualified internal applicants will be considered first. Past performance will be considered as part of the selection process. If you are a previous employee of Hamilton Health Sciences, please note: the circumstances around an employee's exit will be considered prior to an offer of employment. Proficiency in both Official Languages, French and English, is considered an asset.