Moncton Patient Representative (N-B) PCN 1004144

Horizon Health Network is an equal opportunity employer.


COMPETITION #: 2020-48550 External


BARGAINING UNIT: Non-Bargaining


ZONE: Moncton


DEPARTMENT: Patient Representative Services


FACILITY: The Moncton Hospital


POSTING TYPE: Permanent Full Time


JOB TITLE: Patient Representative


CLASSIFICATION: Non-Bargaining


LANGUAGE: English Essential with requirements to handle verbal French inquiries


HOURS OF WORK: Day; Subject to change due to operational requirements


SALARY: $56,524 to $78,962 per year (Pay Band 5) (Based on 37.5 hours per week)


JOB PURPOSE:


The Patient Representative functions as a facilitator, consultant, advisor and advocate for patients and their families as it pertains to health services within Horizon. The Patient Representative promotes organizational transparency and corporate investigation/response while maintaining a working relationship with all staff within Horizon and fostering a patient centred care culture and practice.


The Patient Representative transcends departmental lines and interacts with staff and physicians at all levels of the Organization. Although the Patient Representative manages the complaint management process and works with stakeholders with a goal of resolution, the position also involves helping patients navigate their way through the health system in general.


The Patient Representative is part of the regional Patient Representative Service and actively participates in a collaborative region-wide initiative to plan, improve, standardize and evaluate Patient Representative Service.


QUALIFICATIONS:


Bachelor's degree with a focus on health or social sciences.
Certification or professionally-supervised training in mediation or dispute resolution is an asset.
Minimum five years experience in a health care setting including 2 years in a management/leadership position(s)
Must have experience in mediation and/or dispute resolution with demonstrated de-escalation skills.
Competency in Microsoft Office Word (50%), Outlook (50%), and Excel (50%) as demonstrated by testing


OTHER REQUIREMENTS:


Demonstrated ability to act in a manner consistent with the organizational values to yield effective, efficient patient-centred services.
Demonstrated ability to facilitate collaboration, cooperation and coalitions among diverse groups and perspectives aimed at improving patient experience and quality of care and services.
Good customer service skills with strong ability to remain focused and calm in chaotic circumstances.
Demonstrated ability to be politically astute, negotiate through conflict and mobilize support from multiple departments.
Ability to facilitate sessions and encourage open exchange of information and ideas using appropriate communication media.
Proficiency in problem solving, critical thinking and decision-making abilities with strong interpersonal and written/verbal communication skills.
Demonstrated ability to measure and evaluate outcomes, process and system indicators for performance improvement.
Ability to work independently, build interdisciplinary teams and develop networks.
Must be able to travel throughout Horizon as required to carry out the responsibilities of the position.
(Equivalent combination of training and experience may be considered)


SPECIAL REQUIREMENTS:


Demonstrated adherence to all privacy legislation and corporation policies to ensure all confidential patient, business, financial and employee information is accessed on a need to know basis only (for required job duties) and is disclosed only to those authorized to receive it
Ability to attend work on a regular basis.
Ability to perform the duties of the position.
Good work record.
Written and spoken competence in English and spoken competence in French are required (Intermediate Plus)


Demonstrated proficiency verified by testing in:


Excel 50%
Outlook 50%
Word 50%


KEY RESPONSIBILITIES:


Program Planning :


Is responsible for the quality of the Patient Representative Service at the local level and upholds the commitment of the standardization of services across Horizon.
Develops, implements and evaluates all aspects of the Patient Representative Service to support performance improvement, high quality patient centered care and best practices.
Fosters and maintains effective relationships with internal and external stakeholders, ensures work process support collaboration and participates in activities that contribute to the effective functioning of the organization.
Monitor, supervise and direct the work of the Administrative Support, Patient Representative Office.
Makes decisions and performs activities in an ethical manner.


Complaint Management:


Patient Representation


Acts as a mediator between patients/clients/families and staff to diffuse and resolve complaints.
Enables/empowers the patient/client/family and educates them about their rights and responsibilities within the health care system.
Assists all employees and physicians to identify potential complaints and to make evidence-based decisions which prevent further escalation of complaints.
Monitors complaint follow up actions as submitted by managers for appropriateness and degree of patient/client/family satisfaction.
Provides ongoing feedback to the patient/client/family as to actions taken and the outcome of their concern.
Involves Senior Management and the Leadership team in the complaint resolution process by obtaining their input on complex or escalating cases.
Forwards privacy complaints to Chief Privacy Officer for further investigation.


Complaint Management:


General Functions


Ensures that the concerns, questions and complaints of patients/families are acknowledged, respected, documented and acted upon by facilitating the interface between the patient/family and Horizon employees and physicians.
Captures, analyzes and trends complaint information by managing documentation in the Complaint Database and Incident Management Reporting System.
Enhances staff and organizational decision-making by providing complaint reports and trending analyses to appropriate stakeholders and identifying opportunities for improvements.


Consultation:


Provides expert knowledge and guidance to Patients/families, Programs and other Services on Patient Advocacy issues.
Receives inquiries from patients/families and the general public and assists with information sharing and education.
Provides a safe and supportive space for patients/families who seek assistance from the Patient Representative office.
Provides support and advice to the patient/general public concerning issues such as system navigation, discharge from active care, patient registry, etc. and offers realistic timelines regarding tests, treatments and patient care issues.
Executes Powers of Attorney for Personal Care to patients/clients and trains designated staff to do the same.
Provides direction for the investigation and management of a complaint, in collaboration with other team members.
Consults and collaborates with Chief Privacy Officer, Risk Management and other key stakeholders as required.
Provides consultation/information to community partners.
Facilitates an environment of collaboration and cooperation to achieve results and to promote organizational transparency.


Policy Development:


Develops and implements standardized policies at the regional level related to patient advocacy that are specific to the practice setting, the population served, and the continuum of care.
Collaborates with the Chief Privacy Officer to ensure consistent privacy processes are implemented throughout the region.
Consults with all stakeholders to incorporate patient advocacy principles into the organization's policies and procedures.


Education:


Promotes a patient/family centred care culture and practice to improve patient experience and outcomes.
Develops and facilitates educational programs which support patient advocacy best practices including an orientation and ongoing professional development for healthcare workers.
Provides support and advice to staff and physicians in implementing and upholding policies such as the Substitute Decision Maker and Privacy policies and advocacy issues surrounding patient care.
Fosters a climate of enabling/empowering patients/families through offering public information sessions to service/support groups in the community.


**A Resume (C.V.) is required as part of the application**


Applications for this position must be submitted on-line by December 9, 2020.


NOTE: There will be no further postings for this position should there be no fully qualified applicants. If you wish to be considered for this position and have most of the qualifications as posted and the registration or licensure where required, you are encouraged to apply at this time.


Should testing be required to demonstrate language proficiency, the official results will be shared with the candidate, Human Resources and the requesting manager electronically and will be placed on the personnel file for Horizon hiring purposes.


Please quote Competition # 2020- 48550 -External . Horizon Health Network appreciates expressed interest, however, only candidates considered for an interview will be contacted. Human Resources Department, Horizon Health Network.

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