• Patient Relations Advisor

    Job Location CA-ON-Kitchener
    Posted Date 4 months ago(11/1/2019 3:58 PM)
    Job ID
    Job Type
    Full time
    Career Level
  • Job Description

    Full time Patient Relations Advisor

    7.5 hour shifts Days (Monday to Friday)


    Delivering a positive patient experience is essential to providing safe, high quality health care.  The Patient Relations Advisor works to create an environment that promotes a positive patient experience by collaborating with patients, their caregivers and hospital staff and physicians to identify and resolve concerns. This position gives voice to patients and their support network in a timely and articulate manner, translating those concerns to the interdisciplinary team as well as to middle and senior management and the hospital board.  There is also potential for interaction with the hospital’s insurer and legal counsel.

    Key Responsibilities:
    Work collaboratively with the clinical team and patients & their support persons to  address patient concerns in a timely manner
    • Receive, investigate, propose solutions and respond to patient concerns
    • Facilitate communications and participate in meetings between GRH medical, clinical and administrative staff and patients and their support persons.
    • Provide advice and support to clinical and administrative staff in managing and deescalating contentious situations involving dissatisfied patients
    • Maintain documentation and metrics related to the complaint process
    • Review and analyze data related to complaints to understand areas of risk and identify opportunities for improvement
    • Promote positive patient relations in the organization and build capacity for handling patient concerns through coaching, mentoring, education and communication with clinical staff and administration

    Develop and update Policies & Procedures related to complaint management.

    Participate in quality of care reviews as required.

    Contribute to ensuring there is a safe environment for patients, staff and visitors.

    Work collaboratively with risk management, quality and other stakeholders to develop and implement strategies to improve the patient experience.

    Work collaboratively with risk management to identify cases that are at risk for insurance claims or legal action.
    • File potential claims with HIROC
    • Access, review and summarize clinical documentation as required for legal or insurance claims
    • Participate from time to time as a witness or in examinations for discovery
    • Assist insurance company in investigations

     Education & Knowledge:
    • Bachelor’s degree in a relevant health services field as well as a member in good standing with the relevant regulatory health provider college (e.g. nursing, social work) or equivalent combination of education and experience.
    • Training or proven ability in negotiation / dispute resolution.
    • Knowledge of key legislation (ECFAA 2010, QCIPA 2016, Apology Act 2009, AODA 2005).
    • Minimum 5-7 years of experience preferred.
    • Additional education or training in health law or risk management is an asset.
    • Ability to manage conflict and de-escalate
    • Excellent interpersonal, verbal and written communication and customer service skills
    • Ability to work independently and coordinate multiple time demands
    • Sound judgment, tact and diplomacy
    • Understanding of hospital regulations
    • Comfort in presentation skills
    • Excellent computer skills, Microsoft Office Professional, Word, Excel, PowerPoint
    • Good attendance record


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