Serves as the organization's Patient Relations designate - designated neutral/ impartial, confidential and easily accessible resource.
This role is responsible for patient relations, managing, developing, implementing and monitoring an integrated approach to quality, safety and performance management programs.
NATURE & SCOPE:
- Receiving and coordinating feedback from patients, families, staff, service providers and the general public on matters related to quality and access to care
- Supporting and enabling a patient centred culture
- Leading, facilitating and coordinating quality improvement and performance management initiatives with a focus on safety and optimizing value from the patient perspective, including business process improvement, in collaboration with internal and external stakeholders
- Providing quality management reports and analyses of performance against established standards and metrics, highlighting areas for improvement , e.g., balanced scorecard, M-SAA performance indicators
- Instilling quality improvement and monitoring as an integral part of business activities, including advancing organizational knowledge of quality improvement principles, methods and tools, e.g., Lean, and promotes a culture of performance accountability, quality and safety.
- Leading performance measurement and improvement and providing direction for business process review and related policy and procedure development and maintenance
- Managing the evaluation of patient and caregiver experience and facilitates related quality improvement initiatives
- Researching and identifies best practices and evidence to drive performance improvement
- Providing a key role in advancing compliance with national excellence standards e.g., Accreditation Canada, Excellence Canada Progressive Excellence Program, certification, etc.
- Establishing and maintaining effective working relationships with managers and staff at all levels to facilitate improvement processes and provide advice in using quality improvement methods and tools , e.g., Lean, six sigma family of tools, etc.
- Working with the LHIN, other CCACs, and other service partners to establish quality standards and to advance system level improvements
- Participating in Provincial CCAC committee work related to quality standards and patient evaluation survey reporting
- Developing and sustaining positive working relationships with external service providers to assist them in developing quality and safety standards
- Managing specific quality improvement projects and initiatives
- Providing advice and counsel to the leadership team regarding areas for improvement and performance management
- Master's degree in health, public or business administration or equivalent combination of education and experience
- 5 to 7 year experience in progressively responsible positions in health care with demonstrated success in a leadership role
- Previous experience in quality, safety and performance management projects and initiatives
- Trained in the principles of Lean Six Sigma Improvement methodology (certification preferred); in-depth knowledge of related quality improvement methods and tools
- In-depth knowledge of qualitative and quantitative measurement and analysis, evaluation, and utilization measurement
- Demonstrated ability to introduce and manage change, new concepts best practices and skills development
- Good knowledge of the healthcare system and direct care/service delivery models used in community agencies
- Good knowledge of the CCAC's business practices and objectives
- Thorough understanding of project management processes and techniques
- Proven ability to manage projects involving stakeholders from diverse areas and organizations
- Ability to influence internal and external stakeholders to motivate them to make the necessary changes for improved performance
- Good negotiation and conflict resolution skills
- Well-developed facilitation, coaching and mentoring skills
- Recognized ability to work with teams and individuals to achieve success
- Excellent written and verbal communication skills; including training and presentation skills, to communicate effectively at all levels of the organization and with external community organizations
- Develops affiliations with relevant community networks, and external professional bodies such as CIHI and Accreditation Canada
- Good negotiation, and mediation, and conflict resolution skills
- Solid mentoring, coaching and communication skills to provide instructions and guidance to staff with respect to activities, challenges and questions
- Ability to deal with highly sensitive and personal information in a confidential manner
- High level of computer literacy in project management programs, spreadsheets, databases, presentations and standard MS office software
If you are interested in this position, please submit a cover letter, along with a detailed resume, outlining how your skills, qualifications and experience meet the position requirements, quoting posting #14/A/10 before 4:30 p.m. on August 13, 2014 to Human Resources (e-mail: firstname.lastname@example.org). We thank all applicants in advance; however, we will be communicating only with those selected for an interview.
THE WATERLOO WELLINGTON CCAC IS COMMITTED TO THE PRINCIPLES OF EMPLOYMENT EQUITY.