Job Description

Your Opportunity:
Reporting to the Patient Concerns Officer (PCO) / Executive Director Patient Concerns & Experience (PRE), the Senior Consultant is a leadership position within the PRE team of the Quality Management Improvement portfolio within Acute Care Alberta (ACA). The position provides direct support to the PCO in the management of patient concerns that have been escalated to the PCO level of review and in supporting ACA organizations in the Patient Concerns Resolution Process (PCRP). This position also provides leadership in the planning, development, implementation, and evaluation of projects and/or initiatives that enable engagement of patients, families, staff, clinicians, and medical staff within ACA organizations to improve and advance Patient Experience including the management of patient concerns. This will be accomplished through the adoption and spread of Person-Centred Care principles and practices, and other system-level approaches to shaping care. The position is responsible for gathering and analyzing information, data and feedback to support strategic directions on all aspects of approaches that impact Patient Experience synthesizing best practices and innovation, developing recommendations, supporting the development of written documentation (strategy, guidelines, policies, and processes) and managing assigned projects/initiatives as directed. The Senior Consultant will provide advanced consultation to staff and leaders in ACA organizations to interpret client needs, assess requirements, and identify issues including non-standard requests. This position will be part of Acute Care Alberta effective April 1, 2025. By applying on this posting, if you are the successful candidate, you agree to and will become an employee of Acute Care Alberta.
Description:
The following areas of work are responsibilities of the Senior Consultant role: Patient Concerns Management at the PCO level of review and support of the requirements of the Patient Concerns Resolution Process (Alberta Regulation 2006/124) and the guidelines for administrative fairness outlined through the Alberta Ombudsman's office. Strategic and Business Planning for PRE including needs assessments, framework development, innovation that is evidence-based and utilizing best practices. Communication and Relationship Management through strong networks with stakeholder groups at multiple levels of ACA organizations. Change Management and Education providing coaching and mentorship to develop performance improvement expertise and creating opportunities to collaborate to build capacity across ACA organizations. Project Management through application of process improvement, change management and service design principles to projects/initiatives using various tools and models.

Transition Company:

Acute Care Alberta

Classification:

Senior Consultant

Union:

Exempt

Unit and Program:

Patient Concerns & Experience

Primary Location:

Seventh Street Plaza

Location Details:

Eligible to work hybrid (on/off site) within Alberta

Negotiable Location:

Provincial

Employee Class:

Regular Full Time

FTE:

1.00

Posting End Date:

17-JUL-2025

Date Available:

28-JUL-2025

Hours per Shift:

7.75

Length of Shift in weeks:

2

Shifts per cycle:

10

Shift Pattern:

Days

Days Off:

Saturday/Sunday

Minimum Salary:

$37.82

Maximum Salary:

$64.86

Vehicle Requirement:

Not Applicable

Required Qualifications:

A Master's degree in leadership or a health-related profession. A minimum of 5 years of progressive leadership experience in a healthcare environment of significant size, complexity and diversity. A demonstrated pattern of professional and personal development. A demonstrated commitment to the engagement of patients, families, staff, clinicians, and physicians and to the application of person-centred care principles and practices. Experience in strategy and policy development and the ability to think strategically. Experience in project management and demonstrated ability to facilitate change. Significant experience in problem-solving, concerns resolution, investigation and negotiations. Effective organization and communication skills with the ability to influence. Demonstrated ability to foster partnerships and cooperation to achieve organizational goals within a large, diverse organization. May consider a combination of related education and experience.

Additional Required Qualifications:

Demonstrated accomplishment in the following areas: Leadership skills, including demonstrated ability and comfort with decision making responsibilities, coaching and teaching, and the ability to inspire and build confidence in others.

Preferred Qualifications:

Ability to foster a climate of cooperation amongst, and build solid relationships with public agencies, government, boards, committees and other partners. An expert knowledge of concerns resolution and the Alberta Patient Concerns Resolution Process Regulation 124/2006. Familiarity with the FACT database and PR Business processes and the use of the FACT system as a case management tool for the application of the PCRP.