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Patient Relations Coordinator, Quality

Closing Date:
Open until position filled
Job Summary:

Reporting to the Director, Quality, the Patient Relations Coordinator provides patients, their caregivers, CCAC staff and other healthcare partners' assistance and support when raising and handling issues and concerns. The Patient Relations Coordinator manages the complaint and event management process according to current policies and standards and serves as a proactive resource for concern and complaint resolution.

The Patient Relations Coordinator serves as a central resource for information concerning patient's rights and responsibilities and ethical issues and provides consultation on issues that impact patient's rights and responsibilities investigating issues, and ensuring compliance. The primary goal of the Patient Relations Coordinator is to ensure that patients receive the best possible customer service while upholding the CCAC's vision, mission, values and purpose.

Reporting to Director of Quality, responsibilities include:

  • Consults and where necessary, assists Managers and staff to manage and resolve complaints in a timely and effective manner
  • Leads the development of case conferencing guidelines
  • Leads the development of the events management process flow
  • Working with the various Managers and Regional Managers, coordinates and leads case conferences
  • Assists CCAC with written responses to patients through the development of letter templates and writing
  • Uses project management skills to lead and/or support the ongoing development of adverse event and risk reporting and tracking, including system administration and customization, staff education, process review, report development
  • Monitors and audits the events management system with regard to complaints and events to ensure timely investigation, follow-up, and resolution
  • Works with the Director and Quality team members to identify opportunities for improvement in patient satisfaction, quality and safe and equitable care
  • Supports the development of policies and procedures and tools to identify and address areas of risk or concern for patients, service providers, CCAC staff and the organization as a whole
  • Identifies and shares research, recommendations, or other information regarding patient relations practices, events reporting, ethics, and quality of care
  • Builds and maintains effective working relationships with managers and staff to facilitate the spread of quality and risk awareness and culture across the organization
  • Provides a client centered, ethics, and quality perspective through participation on assigned committees, work groups, and project teams
  • Provides education to staff regarding customer service principles, patients' rights and responsibilities, and ethical issues
  • Develops and maintains effective relationships with external service providers and supports the management of quality and safety issues that may arise, as required
  • Participates on provincial CCAC committees, as required
  • Builds partnerships with external stakeholders including regional hospitals and community organizations to build community awareness and improve inclusivity and accessibility of CCAC processes
  • Facilitates the use of ethical decision making guidelines; coordinate and participate in ethics consultations
  • Facilitates the development of the disclosure framework based on OACCAC guidelines

    Qualifications and experience will include: 
  • Four-year university degree or three-year diploma in a related discipline
  • Minimum two years related experience in a health care environment
  • Demonstrated knowledge and commitment to continuous quality improvement
  • Knowledge of relevant legislation pertaining to patient care
  • Knowledge of ethical principles of care, patient rights and responsibilities, and customer service principles
  • Knowledge of Accreditation Canada standards
  • Proficiency in data analysis and statistical trending
  • Knowledge of CCAC operations, quality, risk, and performance management principles
  • Knowledge of relevant health care legislation
  • Strong communication skills
  • Strong problem solving and decision-making skills
  • Self-motivated, able to work independently and within a team
  • Ability to manage multiple projects within tight deadlines; excellent time management and organizational skills
  • Experience in developing robust and practical processes and structures
  • Demonstrated ability to handle confidential information with discretion and professionalism
  • Knowledge of risk and feedback software (i.e. enterprise risk management software, occurrence tracking software)
  • Expert computer skills (MS Office Suite including Excel and Access)
  • Experience in Microsoft SharePoint
  • Regular travel throughout the South West CCAC and South West LHIN boundaries and occasional travel outside the South West region
  • Proficiency in French is an asset

    This is a permanent full time position, employed by the South West CCAC, with home office location to be determined (London-Middlesex, Oxford, Elgin, Huron, Perth).

To apply for this position, please visit www.ccacjobs.caApplication deadline is November 9nd 2015.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.  We welcome applications from people of diverse backgrounds.

About the CCAC

Community Care Access Centres (CCACs) connect people across Ontario with quality in‐home and community‐based health care. CCACs provide information, access to qualified care providers and community‐based services to help people come home from hospital or live independently at home.