Job Description

Requisition ID: 381493
Position Number: 20045180
Posting End Date: May 21, 2025
City: Winnipeg
Employer: Shared Health
Site: Winnipeg Shared Health
Department / Unit: SH - Patient Relations
Job Stream: Clinical Support
Union: Non Union
Anticipated Start Date: ASAP
FTE: 1.00
Anticipated Shift: Days
Work Arrangement: In Person
Daily Hours Worked: 7.75
Annual Base Hours: 2015
Shared Health leads the planning and coordinates the integration of patient- centered clinical and preventive health services across Manitoba. The organization also delivers some province-wide health services and supports centralized administrative and business functions for Manitoba health organizations.
Position Overview
Shared Health leads the planning and coordinates the integration of patient-centered clinical and preventative health services across Manitoba. The organization also delivers some province wide health services and supports centralized administrative and business functions for Manitoba health.
The Patient Relations Associate role acts as the primary liaison between patients, families, and healthcare service providers to address and resolve complaints and critical incidents. The position is responsible for managing complex and sensitive situations, ensuring that all concerns are acknowledged, reviewed, and responded to in an impartial and compassionate manner. This included collaborating with patient safety teams, healthcare providers, and leadership to share relevant information and facilitate transparent communication during critical incident reviews. This position will triage and escalate complaints, ensuring that all concerns are addressed according to established processes and provide regular updates to patients and families regarding the process of investigations.
The position also focuses on the overall patient experience by gathering feedback from patients and families to recommend quality improvements. This position works with senior management to identify trends in complaints and suggest improvements to enhance service delivery.
Experience

• Five (5) years' experience working with patients and families in the healthcare delivery system and/or in a directly related role in healthcare.
• Knowledge of Manitoba's public health care system and services.
• Experience applying quality, risk management and patient safety principles and procedures including for occurrence reporting and disclosures
• 3 years of experience delivering services to culturally diverse individuals from a variety of backgrounds, preferably including direct experience working with the Indigenous peoples and communities of Manitoba including the First Nations, Metis and Inuit and supporting reconciliation and acting to address historical and contemporary health care issues.
• Experience in customer service and conflict resolution; proficient in written and verbal communication and collaboration; skilled in developing and presenting findings to diverse audiences.
• Knowledge of applicable legislation (e.g. The Evidence Act, Personal Health Information Act and Protection for Persons in Care Act).

Education (Degree/Diploma/Certificate)

• Post-secondary degree in a relevant discipline such as health/social sciences, communications, health information services from an accredited educational institution.
• Education and training in Indigenous relations, trauma informed care, quality management, patient safety, mediation or conflict resolution are assets.
• Completion of Indigenous cultural safety and anti-racism training.

An equivalent combination of education and experience may be considered.
Certification/Licensure/Registration

• Active member in good standing of an associated regulatory body as appropriate.

Qualifications and Skills

• Demonstrated staff level leadership capabilities. The provincial health system in Manitoba has adopted the

framework. * Strong and culturally relevant communication, interpersonal, analytical, organizational, and leadership skills.

• Demonstrated ability to relate effectively to a variety of people from diverse backgrounds.
• Demonstrated knowledge of Canadian colonial impacts on indigenous people in social and health contexts.
• Knowledge and appreciation of the unique history, cultures and rights of Indigenous Peoples in Canada.
• Knowledge of the Manitoba health care system.
• Thorough knowledge of Windows based programs (Microsoft Word, Excel, PowerPoint, Outlook) and internet.

Physical Requirements

• Must be able to work safely in a typical computerized office environment; frequent meetings including in clinical care rooms at hospitals, and to lift and carry items of up to approximately 10 kg.
• Interruptions from stakeholders are common; dedicated and focused time for planning and concentration can be scheduled.
• Travel to other health services facilities throughout the province requiring a valid Manitoba driver's license and use of a personal motor vehicle.
• Must be able to work flexible hours to accommodate service requirements as required.

We have a unique ability to work together to make health care better. If you want to make a difference and contribute to supporting the health of your family, friends and neighbours, please apply today.
Interested candidates should select the "Apply" icon below to upload their cover letter, resume and copy of licenses/certification.
This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment. The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six (6) months prior to the start of employment.
Please note that an employee is not permitted to hold two or more positions in Shared Health that combine to equal more than 1.0 FTE.
Shared Health values and supports employment equity and workplace diversity and encourages all qualified individuals to apply. We thank all applicants but only those selected for an interview will be contacted.
We welcome applications from people with disabilities. Accommodations are available upon request during the assessment and selection process.