Patient Experience Specialist

In accordance with our organizational commitment to provide an Excellent Patient Experience for All, the Patient Experience Office provides organization-wide operational support and leadership in the areas of Patient Experience, Patient Safety and Clinical Risk Management. The program is accountable for the provision of roles, resources and structures required to deliver safe, patient and family centered care and services across Hamilton Health Sciences (HHS) and, as a part of the Quality and Performance Portfolio, the program models the application of evidenced based quality tools and methodologies. Through education, modeling and mentoring the Patient Experience Office will support organization wide awareness, attention and focus on the critical importance and necessity of a positive experience for all patients and families.

Hamilton Health Sciences fosters a culture of patient and staff safety, whereby all employees are guided by our Mission, Vision, Values, and Values Based Code of Conduct. Hamilton Health Sciences is a teaching hospital and all staff and physicians are expected to support students and other learners.

To be considered for this opportunity applicants must apply during the posting period. All internal and external applicants may ONLY apply via the Careers website. This job posting is for an existing vacancy.

Hamilton Health Sciences is an equal opportunity employer and we will accommodate any needs under the Canadian Charter of Rights and Freedom, Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact Human Resources at 905-521-2100, Ext. 46947 for assistance. If the applicant requires a specific accommodation because of a disability during an interview, the applicant will need to advise the hiring manager when scheduling the interview and the appropriate accommodations can be made.

This competition is open to all qualified applicants, however, qualified internal applicants will be considered first. Past performance will be considered as part of the selection process. If you are a previous employee of Hamilton Health Sciences, please note\: the circumstances around an employee's exit will be considered prior to an offer of employment. Proficiency in both Official Languages, French and English, is considered an asset.

If this position is temporary, selection for this position will be as per the outlined Collective Agreements:

Article 30 (k), CUPE Collective Agreement 
Article 10.7 (d), ONA Collective Agreement 
Article 13.01 (b) (ii), OPSEU 273 Collective Agreement 
Article 14.04, OPSEU 209 Collective Agreement 
Article 2.07 and Article 13, PIPSC RT Collective Agreement

In collaboration with all programs and services, and members of the Quality and Patient Experience Program the Patient Experience Specialist is accountable for\: the ongoing development, implementation and evaluation of the patient experience strategies at Hamilton Health Sciences; supporting the patient relations process in a timely, efficient and consultative manner with leadership of programs and services; facilitation of education and awareness of the principles and strategies of the patient experience at all levels of the organization and the ongoing support and development of culture and Patient Experience Champions. Core Components of this position include the spread of Patient Experience Surveys and Language Services to Ambulatory care and other areas;  Dashboard creation and developing reports related to patient experience survey results.

1. Masters degree in relevant discipline.
2. At least 3 years relevant work experience.
3. Relevant education/experience in customer service and recovery principles.
4. Minimum of 5 years experience in a Hospital setting with a thorough understanding of hospital service delivery.
5. Demonstrated project management skills and success in the application of change management strategies. Ability to manage multiple projects and priorities.
6. Demonstrated knowledge and experience of patient relations processes including complaint management.
7. Experience in facilitating quality improvement, and the application of quality improvement tools.
8. Demonstrated experience and comfort with conflict management, crisis and complex issue resolution. Demonstrated alternate dispute resolution, negotiation and mediation skills. Ability to relate to people in a compassionate manner.
9. Understanding and demonstrated application of key concepts of patient experience concepts such as patient and family centred care; customer service excellence and recovery, environmental design, reliable coordinated care; teamwork and communication best practices; personhood and respectful partnerships.
10. Expert knowledge of the patient experience literature.
11. Demonstrated skills in data collection design and analysis.
12. Knowledge of statistics and experimental design.
13. Demonstrated expertise and ability to coach and mentor teams and individuals.
14. Demonstrated proficiency in Microsoft Work, Excel, PowerPoint, Access, Meditech, and Sovera.
15. Demonstrated presentation and report writing skills.
16. Demonstrated ability to effectively work in teams in balance with an ability to work independently and offer creative and innovative solutions.
17. Demonstrated evidence of commitment to continuous learning through pursuit of educations endeavours.
18. Demonstrated ability to maintain impartiality, objectivity, diplomacy and confidentiality including an understanding and appreciation for cultural religious and individual beliefs.
19. Demonstrated ability to work collaboratively with Senior Management, Medical Leadership, Physicians, Health Professionals, and multidisciplinary teams.
20. Demonstrated leadership, interpersonal, communication and facilitation skills that promote co-operation, teamwork and enhance the ability of management staff to deal with difficult communications.
21. Demonstrates knowledge of relevant legislation and policies such as; Excellent Care for All Act; Personal Health Information Protection Act; Health Care Consent Act; Substitute Decision making Act; Privacy Legislation.
 

Monday to Friday Days