Job Description

Your Opportunity:
Alberta Health Services (AHS) is seeking a collaborative and experienced leader to join our team as the Patient Feedback Intake Coordinator (PFIC) Team Lead (TL). This provincial role reports directly to the Provincial Director, Patient Relations, within the Quality & Healthcare Improvement (QHI) portfolio. As the PFIC TL, you will oversee the day-to-day operations of Central Intake, including staffing, issue and risk management, application administration, and ensuring the delivery of high-quality services. You will provide coaching, mentoring, recruitment, orientation, training, and performance management for PFICs located in both Calgary and Edmonton. In this role, you will lead business process design, implementation, and standardization efforts, contributing to decision-making that promotes efficiency and consistency across the province. You will build and maintain effective relationships with internal and external stakeholders and follow up with feedback providers and partners to ensure their needs are met in a timely and professional manner. As the successful candidate, you will be accountable for data integrity and continuous quality improvement. You will support the analysis and interpretation of reports, identify trends, and contribute to strategic planning and new initiatives aimed at enhancing service delivery. Your strong communication and problem-solving skills will be key in facilitating timely, courteous service to the public, with a focus on information sharing, wayfinding, and de-escalation. Your ability to engage stakeholders, foster effective partnerships, and demonstrate professional acumen is essential to success in this position.
Description:
As the PFIC Team Lead (TL), you will oversee the daily operations of Central Intake, managing patient feedback across Alberta in alignment with the Patient Concerns Resolution Process Regulation AR 28/2016. You will play a key role in human resources management and lead efforts to initiate, evaluate, improve, and streamline processes that support the resolution of patient concerns. Operating with a high level of independence, you will work closely with the Provincial Director to ensure efficient service delivery, continuous process improvement, and regulatory compliance. This role demands emotional resilience, sound judgment, and the ability to manage high-conflict situations and heightened emotions with feedback providers, patients and families. It also requires strong leadership, strategic thinking, and the capacity to navigate complex, sensitive, and high-risk concerns. Collaboration with internal and external stakeholders is essential to fostering a culture of learning and improvement across the healthcare system.

Classification:

Team Lead

Union:

Exempt

Unit and Program:

Patient Relations

Primary Location:

Southport Tower

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:

26-SEP-2025

Date Available:

06-OCT-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:

$27.87

Maximum Salary:

$46.58

Vehicle Requirement:

Not Applicable

Required Qualifications:

A bachelor's degree in a healthcare or technology-related discipline is required, along with relevant professional licenses or designations in good standing. The ideal candidate brings 5-7 years of diverse clinical and/or community healthcare experience within the last 8 years, including 1-2 years in a supervisory role. A strong understanding of Alberta's healthcare system, patient feedback processes, and a demonstrated commitment to Patient & Family-Centered Care are essential. Experience in unionized environments managing daily operations, such as staffing, issue and risk management, is required, along with familiarity in applying collective agreements to HR practices. Proven leadership in team development, performance management, and staff engagement is critical. The role also requires experience in call center operations and related technologies. Success in this position depends on the ability to operate with discretion in a highly confidential and politically sensitive environment.

Additional Required Qualifications:

The successful candidate will demonstrate proven leadership in recruitment, training, coaching, and performance management, with a strong background in process improvement and standardization. Exceptional organizational, critical thinking, and time management skills are essential, along with a consistent pattern of professional and personal development. The ability to mentor, coach, and support growth in others is key to this role. Expertise in data-driven strategic planning and analysis is required, as is experience in policy implementation and stakeholder relationship management. A solid understanding of the Patient Concerns Resolution Process (PCRP) policies and their practical application is critical. The role demands exceptional communication and interpersonal skills, with a focus on respectful and timely engagement across diverse teams and environments.

Preferred Qualifications:

Minimum one year of experience in a call centre environment with familiarity in call centre technologies. Knowledge of key Alberta legislation, including ATIA, POPA, HIA, and others, is an asset. Certified ProSci Change Manager with proven leadership and professional development. Skilled in using Feedback & Concerns Tracker, Connect Care, Genesys, and MS 360. Strong communication, critical thinking, conflict resolution, and customer service skills, with empathy and resilience.