Senior Patient Relations Facilitator

Senior Patient Relations Facilitator Location: Mount Sinai Hospital Campus, Toronto, ON M5G 1X5.

Salary: CAD $47.94 – $59.95 per hour.

Hours: 37.5 per week, with additional hours possibly required.

This is a Temporary Contract for up to Eighteen (18) Months.

What begins as a conversation with one patient can become the blueprint for building more compassionate and equitable care for thousands. This Senior Patient Relations Facilitator role blends frontline advocacy with system‑level impact, with the aim of enhancing patient experiences and health equity. You’ll engage directly with patients and families in pivotal moments while facilitating resolution with clinical teams and leaders. Many of these cases involve medical‑legal, human rights, accessibility, and patient safety issues, giving you the exposure to enhance your expertise and credibility. With opportunities to present insights to senior leadership, physician chiefs, and cross‑disciplinary teams, you’ll experience the visibility and influence to drive improvements at scale, while enriching your career journey with leadership‑level impact.

About this team At Sinai Health, the Patient Relations team plays a vital role in strengthening the patient and family experience. With a presence at Mount Sinai Hospital and Hennick Bridgepoint Hospital, our team supports patients, families, and caregivers across Sinai Health by ensuring concerns are addressed with fairness, respect, and compassion. Our services include listening and resolution support, mediation and facilitation of discussions between families and care teams, and clear guidance about rights, policies, and available resources.

In this role you will

Identify and receive patient concerns with potential multi‑area concerns, medical‑legal implications, patient safety issues, AODA issues, human rights violations, or high organizational risk, serving as the primary conduit for communication and response.

Draft correspondence on behalf of CEO, Senior Leadership, and Physician Chiefs as required.

Facilitate timely resolution of complex patient and family concerns while ensuring individuals remain informed throughout the patient relations process as outlined in hospital policy.

Coach staff and physicians on communication styles and stakeholder perspectives, mediation and conflict resolution.

Arrange and facilitate family meetings, when necessary, with patients and families and the healthcare team.

Provide patients and families with information on current policies, procedures, protocols, and rights, in addition to directing patients and their families to the appropriate services and resources.

Escalate issues with significant patient safety and organizational risk to appropriate Senior Leadership.

Ensure appropriate documentation of the patient relations process in the Patient Feedback database, while monitoring, improving and ensuring consistency across patient relations information systems; provide analysis of data to inform quality improvement.

Actively support investigation and analysis by integrating patient and caregiver experience survey results with resolution themes to identify strategic opportunities for improvement.

Identify patients and families to collaborate on quality improvement and system change, supporting the collection of information through channels outside the Patient Relations process, and develop methods with recommended targets to evaluate the effectiveness of the process.

Support quality improvement initiatives related to patient experience and health equity, providing reporting to stakeholders on patient relations opportunities in support of quality improvement planning. Develop and implement policies, procedures, and guidelines that support this work.

Develop education strategies, implementation plans and materials regarding patient relations, while providing consultative support to managers on complex patient experience and conflict issues.

Manage Patient Relations correspondence with the Ontario Patient Ombudsman’s office with coordination of Sinai Health response.

Participate as a member of external associations as appropriate.

Lead and collaborate on research initiatives to support the academic mandate of Sinai Health.

Perform other duties consistent with the job classification as required.

Job Requirements Mandatory

Bachelor’s degree in health or social sciences.

Certification and or advanced training in mediation, risk management and patient family‑centred care, ethics.

5 years of experience working in a clinical healthcare environment.

Preferred

Registered with active membership in a regulated health profession.

Master’s degree in health sciences, social sciences, or a related field.

Skills and Knowledge

Knowledge of health risk management practices and health law (e.g. human rights and health equity complaints, risk management processes, civil litigation, relevant legislation such as ECFAA, AODA, PHIPA).

Knowledge and experience of hospital organization and health care delivery system.

Applied knowledge in quality and process improvement especially related to patient experience and health equity.

Excellent listening, interviewing, verbal and written communication skills, with the ability to liaise objectively and effectively with patients, families and staff at all levels of the Hospital.

Demonstrated proficiency in computer skills, including familiarity with database applications and statistical analysis.

Ability to function independently and cooperatively in a multidisciplinary environment.

Excellent organizational and time‑management skills.

Demonstrated ability to use discretion, act maturely and be sensitive to individual needs.

Demonstrated ability to use good judgement and make decisive and independent decisions.

Proven ability to work effectively and remain composed in a high‑pressure environment.

Demonstrated satisfactory work performance and attendance record.

We invite qualified applicants from all backgrounds, including Indigenous Peoples, racialized people, people with disabilities, women, and members of 2SLGBTQIA+ communities. If you require accommodation at any point during the application and hiring process, please contact 416‑586‑4800 ext. 7050 or email TalentAcquisitionAccommodation.msh@sinaihealth.ca.

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