Patient Care Quality Liaison

Join to apply for the Patient Care Quality Liaison role at Vancouver Coastal Health.

The salary range for this position is CAD $38.13/Hr - CAD $54.82/Hr.

Come work as a Patient Care Quality Liaison with Vancouver Coastal Health (VCH)!

In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

This position will primarily be responsible for concerns in respect to Richmond General Hospital and UBC Hospital. The successful candidate will primarily be based out of Richmond Hospital, however the first 3 - 6 months (approx.) may be spent primarily at the PCQO regional office at Vancouver General Hospital (VGH) for training. As operational needs change the successful applicant may be moved to alternate communities. The successful applicant must be able to accept reassignment of portfolio and location as needed.

Responsibilities

• Work closely with the administrative team (Regional Directors, Executive Directors, Medical leads, Operational Directors and Managers) to support Vancouver Coastal Health (VCH) in its focus on establishing and maintaining effective relationships with our patients/clients/residents.
• Provide leadership and consultation in the identification, management, resolution and education of patient/client/resident issues and work in collaboration with key stakeholders, internal to the organization to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization.
• Ensure that avenues for patient/client/resident feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner.
• Be responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization.
• Works closely with the Quality & Patient Safety, Patient Experience and Risk Management teams, referring to them all patient/family feedback issues with opportunities for quality improvement, potential liability or other risks requiring reporting to the Health Care Protection Program (HCPP).
• Performs other related duties as assigned.

Education & Experience

• Bachelor's degree in a relevant human services discipline, plus three to five (3 to 5) years' recent, related experience in conflict resolution/crisis intervention, or an equivalent combination of education, training and experience.

Knowledge & Abilities

• Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents' Bill of Rights.
• Demonstrated knowledge of client relations and complaints management best practices.
• Demonstrated ability to exercise judgement and sensitivity working with complex, confidential and sensitive issues.
• Demonstrated knowledge of health care system issues and functions.
• Demonstrated analytical, problem solving and conflict resolution skills.
• Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
• Ability to provide consultation to healthcare professionals.
• Ability to develop, coordinate and deliver educational programs and presentations.
• Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team and understanding the frameworks of other disciplines.
• Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs.
• Demonstrated organizational skills and ability to organize and prioritize workload and work under time pressures to meet deadlines.
• Physical ability to perform the duties of the position.

As per Ministry of Health policy, all health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these records will allow for offering of any missing vaccines, and for appropriate actions to be taken in the event of a future exposure to a communicable disease or during outbreaks. For all new hires and appointments to Vancouver Coastal Health, you will be asked to provide this information as part of the onboarding process.

Why Join Vancouver Coastal Health (VCH)

• Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan
• Grow your career with employer-paid training and leadership development opportunities
• Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families
• Award-winning recognition programs to honour staff, medical staff and volunteers
• Access to exclusive discount offers and deals for VCH staff

We encourage applications from equity-deserving communities, including Indigenous Peoples and members of racialized groups, people with disabilities and people of all gender identities and expressions and sexual orientation.

Vancouver Coastal Health is proud to be recognized as one of BC’s Top Employers, Canada’s Best Diversity Employers and Canada's Top Employers for Young People in 2025.

Only short-listed applicants will be contacted for this posting.

Thank you for your interest in Vancouver Coastal Health.