Patient Relations Specialist - Patient Experience

Posting Period

Open:         March 18, 2025 

Deadline:    March 31, 2025 

Non-Union

Department Name

Patient Experience

The Patient Relations Specialist is responsible for case management of patient and care partner concerns/complaints. They receive, review, investigate and respond to patient and care partner concerns/complaints about the quality of care and services at LHSC in collaboration with staff and physician leaders. They identify, obtain and review relevant information and documents relating to concerns/complaints, including health records, hospital policies and procedures, and legislation and they mediate and negotiate mutually satisfactory resolutions to concerns/complaints between patients, care partners, staff and physician leaders, and the care team through a fair and objective process. They are also a resource for patients, care partners, staff/physician leaders and the care team by answering questions relating to services, policies and procedures and counsel on how to navigate and access hospital services. The Specialist provides consultation and in-the-moment coaching for hospital leaders to assist in responding to concerns/complaints.

Regular Full-Time

Rate of Pay:         $46.79 per hour - $58.48 per hour 

Hours of work:      37.5 hours per week

Qualifications

• Successful completion of a Bachelor's Degree in a Health-related field such as Social Work, Psychology, or as acceptable to the hospital
• Completion Conflict Resolution Certification and/or Alternative Dispute Resolution Certificate - Preferred
• Minimum five (5) years of recent relevant experience
• Excellent mediation, conflict resolution and negotiation skills with the ability to negotiate diplomatically with individuals at all levels
• Ability to work effectively and remain composed in a high-pressure environment
• Advanced knowledge of the hospital organization and the health care system
• Good understanding of the health care system (local, provincial, federal) and knowledge of relevant health legislation including Excellent Care for All Act (ECFAA), Freedom of Information and Privacy Protection Act (FIPPA), Personal Health Information Protection Act (PHIPA), Apology Act, etc
• Advanced knowledge and understanding of the Patient Ombudsman Fairness Triangle
• Excellent verbal and written communication skills with the ability to communicate objectively and effectively with patients, staff, physicians and leaders at all levels
• Ability to maintain impartiality, objectivity and diplomacy
• Commitment to support and promote diversity, equity and inclusion in daily interactions with patients, care partners and staff.
• Ability to educate and support adult staff/physicians throughout the hospital in customer service and dealing with challenging situations.
• Strong emotional intelligence and self-awareness
• Proficient Microsoft Office skills, Adverse Event Management System
• Demonstrated practice and commitment to the principles of patient and family centered care
• Demonstrated practice and commitment to patient and staff safety at LHSC
• Demonstrated practice and commitment to LHSC?s Mission, Vision and Values
• Demonstrated ability to attend work on a regular basis

Immunization Requirements:

Before beginning employment at LHSC, all new hires must provide documentation related to LHSC?s Health Review requirements. For more information and a detailed list of requirements, please visit Health Review Requirements | LHSC. 

LHSC is committed to the principles of hybrid work and may offer this option to employees whose work can be performed in an alternate location, without adverse impact to the operations of the Hospital, inclusive of our Staff and Patient experience. Confirmation of hybrid work options available to you will be clarified upon hire and may be subject to change based on the duties required of your position. Successful candidates will be required to perform work within Ontario and must be available to work on location, as required.

We are committed to providing a safe, healthy and inclusive work environment that inspires respect. LHSC is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Indigenous people, persons with disabilities, and 2SLGBTQIA+ persons. We are committed to providing persons with disabilities equal opportunities and standards of goods and services, and are also fully compliant with the Accessibility for Ontarians with Disabilities Act (2005), as applicable.

As part of the assessment process applicants may be required to complete a written examination or test.

Your interest in this opportunity is appreciated. Only those applicants selected for an interview will be contacted. Successful candidates, as a condition of job offer, would be required to provide a satisfactory police information check (original document) completed in the last 6 months.