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Manager, Patient Relations

Closing Date:
Open until position filled
Job Summary:

Primary Purpose:

The Manager, Patient Relations is responsible for creating a safe, responsive and effective patient experience reflective of our organization’s values. The Manager supports patients, caregivers, staff, health care providers and stakeholders by supporting resolution of complaints, sharing compliments, and identifying themes of opportunities for internal and system improvement.

Key Responsibilities:

Serves as the organization’s point person for patient relations – responds to inquiries and complaints from a range of stakeholders (patients, families, MPPs) – issues may range from information/education to complex service delivery and health or broader system complaints/issues.

 Ensures the patient relations process is easily accessed, confidential, impartial, timely, effective, understandable, fair, and equitable – a process through which patients, caregivers and others feel they are heard and that their issues have been reviewed with respect, compassion, objectivity, and thoroughness.

 Provides timely response and support to issues as they arise and prioritizes effectively, including ensuring communication with patients and families throughout the process.

 Actively promotes, mentors, and supports all staff to take ownership of patient relations and the organization’s commitment to service excellence; and provides education to enhance skills and capacity of staff in patient relations and related matters.

 Based on nature of an issue, develops a response plan, and leads execution; this may include escalation; coordinating, attending, facilitating and/or mediating discussions to facilitate resolution.

 Develops and maintains tracking methods related to understanding patients’ experience and formalizing the process to identify opportunities for process and system improvements that meet the needs and expectations of patients and caregivers.

 Educates patients and families on policies, protocols, rights and responsibilities.

 Identifies themes in concerns raised and communicates to the staff and leadership on opportunities and suggestions for improvement to better act in the best interest of residents’ health and well-being and improve the patient and caregiver experience.

 Reports regularly to senior leadership and works closely with the quality committee, risk management, and communications.

 Collaborates and cultivates positive relationships internally and externally with a variety of stakeholders to bring resolution to issues.

 Identifies patient stories for sharing to celebrate excellence and learn from concerns.

 Reviews patient survey results, metrics, and performance indicators and identifies, recommends and acts on opportunities to improve.

 Provides subject matter expertise to the organization – advice, development and delivery of education and programs.


 Undertakes research /environmental scans to identify emerging and best practices.

 Champions a culture of acting in the best interests of our residents’ health and wellbeing including setting an example of open communication, transparency and accountability.

 Identifies and manages risks.

 Through own work, and the management of others, ensures a safe working environment, wherever work is undertaken.

 Follows all safe work practices and procedures and immediately communicates and mitigates any activity or action which may constitute a risk to client or staff safety.

 Participates in related training and education.


Graduate level university degree with specialization in health sciences or relevant field.

 5-7 years related experience.

Preferred Experience:

Experience and training in counselling, mediation, dispute resolution, patient safety, risk management and/or other related disciplines.

 Empathetic, approachable and trust worthy.

 Knowledge of the Ontario health sector including related legislation such as substitute decision makers act, and privacy.

 Knowledge of patient experience current and emerging best practices.

 Knowledge of performance measurement and management.

 A drive, passion and creativity toward making it easy for patients to get the care they need.

 Self-motivated with exceptional interpersonal, facilitation, negotiation, problem solving, and conflict resolution skills.

 Strong coaching/mentoring and training experience.

 Demonstrated experience developing partnerships and trust relationships with diverse stakeholders.

 Demonstrated capacity to identify and respond quickly to emerging issues and priorities.

WWLHIN strives to create a respectful, accessible and inclusive work environment. Upon individual request, hiring processes will be modified to remove barriers to accommodate those with disabilities. Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources at for assistance.

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, before 4:30 p.m. on May 11, 2017 to Human Resources (e-mail: We thank all applicants in advance; however, we will be communicating only with those selected for an interview.


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.