Patient Relations Advisor

BWH Required Skills : The successful applicant will work in compliance with all relevant and applicable legislation and Hospital Policies and Procedures, will practice the Bluewater Health Standards of Performance Excellence and will fulfill their role within the Attendance Support Program parameters. The successful applicant will also possess effective communication and interpersonal skills, will have the ability to work independently and as part of a team, and will have strong attention to detail and accuracy.

Each member of Bluewater Health is called to embrace patient and family-centred care in its fullest form. This includes using techniques and strategies to communicate “I care and I respect you,” providing information in a way patients and families can understand, listening to patients and families to learn what an exemplary healthcare experience means to them, and seeking their perspective throughout their stay and during improvement initiatives.

Qualifications :

• Post-secondary education in the Healthcare or Human Service field required
• Degree in the Healthcare or Human Service related field preferred
• 3 - 5 years, experience within health care in particular acute care hospital setting preferred
• Diversity, Inclusion and Indigenous Cultural Safety training preferred

Principal Duties :

• Demonstrated active listener, with professional verbal and written communication for accurate documentation of phone or in-person conversations with patients, families and staff
• Using RL6 to assign/enters patient feedback for the appropriate Manager responsible for the file.
• Triages feedback for low, moderate and severe complaint
• Refers/actions immediate concerns to the appropriate Clinical Manager or Patient Experience Specialist when needed
• Pro-actively addresses issues or potential problems to minimize complaints independently
• Uses decision making skills to triage complaints and assess for immediate action to be taken
• Collaborates independently for immediate patient complaint follow up based on case-by-case situations
• Monitors the investigation process, timeframes, and appropriate resolutions for all RL files
• Collaborate with RLDatix software system administrator in Decision Support to build knowledge and provide back up
• Provides an accurate written summary note based on a review of the file and identifies root causes based on a review of the report when closing the files as completed.
• Executes patient experience survey methods and reports as required
• Uses hospital policies and appropriate legislation and frameworks to guide decisions, conversations and next steps (PHI, Privacy, Feedback, Patient Safety Disclosure, and Risk)
• Participates in patient experience office improvements

Statement : We thank you in advance for your interest in Bluewater Health, however, only those applicants selected for an interview will be contacted. In accordance with Bluewater Health policy, offers of employment to prospective employees are conditional upon the successful completion and disclosure of a Police Records/Vulnerable Sector Check.