Patient Experience Specialist - Temporary Part-Time

The Patient Experience Specialist is a member of the Quality and Risk Management Team and plays a key role in enhancing the patient and family centred culture at BGH.  Self-directed and well-organized, the Patient Experience Specialist works collaboratively with staff and physicians to facilitate the effective management of all patient and family feedback including compliments, suggestions, inquiries, and complaints.

The Patient Experience Specialist bridges gaps between patients, families, and health care providers by ensuring concerns are handled openly, honestly and with the utmost confidentiality and sensitivity.

The Patient Experience Specialist promotes a positive experience and public confidence by ensuring the patient's voice is heard at the highest level. Through working with Patient and Family Advisors the Patient Experience Specialist ensures patient and family engagement is leveraged to improve the quality of the patient and family experience. They build capacity within the organization to recognize potential areas of concern effectively and at the earliest possible opportunity.

• →Provide central coordination for patients/families reporting compliments and complaints.
• →Receive and acknowledge concerns and direct them to the appropriate person(s).
• →Investigate and respond to patient concerns in collaboration with staff, Physicians and volunteers. 
• →Coordinate responses to patient related concerns within established policy timeframes and in compliance with applicable legislation. 
• →Provide support and direction to leadership, staff and Physicians to resolve patients concerns at the point of service, as appropriate.
• →Design and oversee patient experience implementation and evaluation frameworks to measure patient and family satisfaction.
• →Monitor patient feedback, identify and address actual and potential trends and disseminate concerns and compliments data to Leadership Team
• →Use data management skills to generate reports based on results from patients, family and community feedback.
• →Consults on policy and procedure development and implementation.
• →Acts as a resource on patient and family-centered care, and patient/family rights and responsibilities for staff and physicians
• →Provides training to new staff members about the concepts and practice of patient-centered care based on a thorough understanding and compliance with patient and family-centered care practice and research.
• →Functions as educational resource for patients, families and program team members
• →Ensure patients and families have knowledge of, and access to, their rights and responsibilities.

• Undergraduate degree in a relevant health related field
• Certification in patient relations, change management or quality improvement preferred
• Relevant and recent customer relations experience preferably in a hospital setting
• Minimum of 3 years of experience working with patients and families
• Demonstrated understanding of Patient and Family Centered Care
• Experience creating work/project plans
• Prior experience on a related council or committee
• Experience in establishing, leading and maintaining positive change

• Ability to effectively manage time and prioritize work
• Ability to deal with multiple complex issues
• Strong project management and leadership skills
• Strong conflict resolution, facilitation and negotiation skills
• Service recovery skills
• Ability to easily establish trust
• Ability to maintain privacy
• Critical thinking skills
• Sound judgement and decision-making skills
• Ability to coach and mentor others
• Statistical analysis skills to interpret patient experience data is required
• Proficiency in Microsoft Office suite of products (MS Word, MS Excel, MS Power Point)
• Ability to work equally effectively both independently and collaboratively is required
• Excellent presentation and written/oral communication skills and have the ability to engage a knowledgeable audience
• Statistical analysis to interpret patient experience data
• Must demonstrate a working knowledge of relevant legislation including but not limited to: Excellent Care for All Act, Corporate Patient Declaration of Values, Public Hospitals Act, Health Care Consent Act, Substitute Decisions Act, Mental Health Act, Privacy of Health Information Act