Patient Relations Leader

About the Opportunity

Reporting to the Director, Director, Quality Improvement & Safety, the Patient Relations Leader provides leadership, collaborates and participates with the Public Engagement, Communication & External Relations, Quality Improvement and Safety teams and care teams to coordinate, facilitate and support the implementation of patient feedback and patient experience to achieve the best outcomes in patient experience and high quality and safe health service delivery programs and continuous improvement.
 
The Patient Relations leader is responsible for objectively and fairly managing patient and family feedback with the goal of improving patient experience and quality of care, managing risk and identifying gaps between patient expectations and experiences of care.
 
The Patient Relations leader guides the team in ensuring collaboration with patients and families and care teams is conducted with the required confidentiality, tact and diplomacy to safeguard appropriate confidentialities; and ensures a person and family-centered care approach is employed in all aspects of planning, delivering and evaluating quality service delivery.
 
The Patient Relations leader oversees the gathering, interpretation, and integration of healthcare experiences into meaningful evidence which is then shared across Nova Scotia Health for the purpose of learning from patient experience, supporting decision making, and enhancing person-centered care.
 
The leader enables communication and meaningful engagement between patients and families and care teams with a priority focus on preserving relationships and building trust and confidence in patient/family and healthcare provider relationships, Nova Scotia Health and the health care system.

About You

We would love to hear from you if you have the following:

• Degree or certificate from a health profession related discipline or related field
• Experience and/or training in a clinical health discipline, Health Services Administration, Business Administration or a related program an asset
• Certificate or training related to communications, quality, patient relations, safety, risk management, or related program an asset
• Certified Health Executive is an asset
• French language proficiency an asset

 
Competencies

• Experience in planning and implementing a variety of strategic activities related to quality improvement, risk management, patient relations and patient engagement, provided across several locations with multiple partners and stakeholders and while ensuring appropriate confidentiality.
• Demonstrates high degree of judgement and independent decision making, creativity, self-direction, motivation, change management and team building/ leadership skills; leadership at multiple levels to advance excellence in care and patient safety; proficiency to autonomously assess situations, draw rational conclusions and develop relevant action plans with appropriate stakeholders and follow-up regarding implementation; critical analysis skills
• Experience engaging teams, leaders, medical staff, clinicians, patients/clients and stakeholders in a collaborative, participatory manner which supports the mission, vision, goals and objectives of the organization. Applies understanding of team dynamics, change management and team building and ability to build consensus to implement change.
• Excellent communications, organizational and presentation skills, presenting results in a meaningful manner specific to the target audience; application of word processing, spreadsheet, database, presentation and graphics software required; experience in project management and program evaluation an asset.
• In-depth knowledge of health care delivery system, comprehensive knowledge of building a just culture, actively seeks and implements solutions for system issues

Please ensure your resume is up to date and includes all relevant education, experience, training, and certifications.

Hours

• Casual Relief position

Compensation and Benefits

$42.94 - $57.05 Hourly