Senior Patient Relations Specialist - Patient Experience

Posting Period

Open:         March 26, 2024 

Deadline:    April 8, 2024 

Non-Union

Department Name

Patient Experience

The Senior Patient Relations Specialist is responsible for coaching, mentoring and case consulting with the Patient Relations Associate, Patient Relations Specialists and new staff related to managing patient and care partner feedback. The Senior is also responsible for developing, implementing and overseeing the competency program for Patient Relations. Along with the Manager, the Senior Specialist will contribute to program development and continuous quality improvement regarding patient relations policies and procedures. The Senior Specialist will actively participate in continuing education opportunities to enhance current knowledge and best practices related to complaint case management. The Senior Specialist will also be responsible for maintaining a limited caseload while supporting and facilitating resolutions to complex and/or escalated complaints by patients and/or their care partners.

What you will do:

• Provide clinical practice support through coaching and mentoring for Patient Relations staff related to managing patient and care partner feedback
• Manage a caseload of patient, care partner, and staff concerns of varying complexities regarding care and services at LHSC
• Support and facilitate quality assurance regarding patient relation best practices
• Provide guidance and counsel as an expert resource for staff and physician leaders, care teams, and professional staff regarding the management of patient and care partner feedback

Regular Full-Time

Rate of Pay: $46.46 per hour - $58.07 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, Nursing, Psychology, or as acceptable to the hospital

• Master's Degree in a Health-related field - preferred

• Completion Conflict Resolution Certification and/or Alternative Dispute Resolution Certificate or equivalent required

• Member of a regulated health profession - preferred

• Minimum five (5) years of recent relevant experience

• Advanced mediation, conflict resolution, de-escalation 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

• Advanced understanding and knowledge 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

• Advanced 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 staff/physicians throughout the hospital regarding how to address concerns and manage challenging situations.

• Advanced emotional intelligence and self-awareness.

• Proficient in Microsoft Office skills, Adverse Event Management System

• Keeps up to date on relevant health care issues and developments provincially and nationally

• Keeps up to date on patient relations best practices to support team clinical practice competency

• Advanced ability to work with patients and/or care partners who are in an escalated, emotional state contending with grief or mental health issues and querulous personalities

• Adept at applying people centred care principles to all interactions with patients, care partners and staff/physician leaders

• Ability to understand and empathize with the experience of those who interact with the healthcare system recognizing the associated emotional impact

• 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 vision, purpose, and values

• Demonstrated ability to attend work on a regular basis

Immunization Requirements:

• Provide vaccination records or proof of immunity against measles, mumps, rubella and varicella (chicken pox), Hepatitis B, Tetanus/ Diphtheria/Polio; Meningitis. 
• Provide documentation of the Tuberculosis skin testing (two step) and COVID vaccine series.
• For more information visit https://www.lhsc.on.ca/careers/health-review-requirements

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 equity-denied groups including Indigenous people, racialized people, women, persons with disabilities, and 2SLGBTQIA+ persons. LHSC is also committed to ensuring an accessible and inclusive recruitment process.  Upon individual request, we will endeavor to remove any barrier to the hiring process to reasonably accommodate candidates, including those with disabilities, while maintaining a fair, consistent and equitable recruitment approach.  Should any applicant require accommodation through the application, interview or selection processes, please contact Recruitment Services at 519-685-8500, extension #34321 or recruitment@lhsc.on.ca .

As part of the selection process applicants may be required to complete an examination or test. Please be advised that a reference check may be conducted as part of the selection process.

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.

Please be advised, 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. As per the Government of Canada, LHSC is considered a hospital/healthcare organization, even if an employee is functioning in a non-patient facing role. Individuals on a work or study permit seeking employment in this sector may be required to complete additional steps in the process, including but not limited to a medical exam, which may also apply to employees looking to renew their work permits. It is the employee’s accountability to ensure they are adhering to their specific work permit restrictions, and we encourage all candidates and LHSC employees to be proactive and review restrictions as soon as possible as it could be a lengthy process.