Reporting to the Patient Relations manager, the patient relations specialist addresses patient and family feedback, patient engagement activities, and quality improvement initiatives. This role ensures timely, compassionate, and professional responses to patient and family feedback while promoting patient and family centered care across the organization. The role will assist leaders and clinical teams in understanding, acknowledging and including the patient and family's perspective in planning, delivery and evaluation of health care services.
Qualifications
Required
Bachelor's degree in a health or related field, or equivalent experience
Minimum of 5 years of experience in healthcare operations with excellence in facilitation, coaching, and communication abilities
Demonstrated experience in healthcare or customer services preferably with direct patient and family interactions
Knowledge of patient relations, patient experience, or quality and safety principles considered an asset
Strong interpersonal and communication skills with demonstrated ability to handle sensitive situations with empathy and professionalism
Excellent organizational and time-management skills with attention to detail
Experience with data entry and database management would be an asset
Demonstrated commitment to continuous professional development and learning
Ability to work collaboratively within a multi-disciplinary setting and with community partners
Recent satisfactory performance and attendance records
Adherence to Brightshores 'CARE' Behaviours (Collaboration, Accountability, Respect, Excellence) and 'LEAD' Competencies (Lead by example, Empower, Achieve results, Develop others) and a commitment to a safe workplace free of violence and harassment
Advocates and supports a culture of patient safety and demonstrates an understanding of how the department service and assigned responsibilities contribute to overall patient safety at Brightshores through patient safety knowledge, skills and attitudes
Preferred
* Member of a regulated health profession, in good standing
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