City : Guelph

Category : Full-time Salaried

Industry : *Administration/Clerical

Employer : Homewood Health Inc.

Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champions for quality and continuous learning.

As a Patient Relations Advisor, you will be an integral part of the Patient Experience team; providing an inter-disciplinary team focused approach on delivering seamless services and programs to our clients and customers. If you are looking for a company that is constantly moving forward in pursuit of successful outcomes, get ready to love it here!

What you’ll be doing: 

• Provide leadership, management and resolution of patient/family concerns
• Serve as the first point of contact for staff, leaders and physicians in the review/investigation and follow-up of patient concerns and mediation of conflict
• Provide effective and direct communication with clinical leadership as it relates to patient complaints and rights processes, to support and improve upon existing processes
• Manage the patient perspective in our Patient and Family Strategy as well as our Quality framework
• Participate in the Unusual Occurrence Report (UOR) process
• Support investigation and disclosure with relation to critical incidents
• Gather through multiple sources, compile and leverage feedback to support education, quality improvement, marketing and celebratory activities
• Manage and document feedback, identify and analyze trends, interpret data and provide reports
• Identify opportunities for process and system improvements
• Recognize opportunities for service recovery and quality improvement based on best practices
• Support Accreditation Canada standards and the focus on patient and family-centered care 

What we’re looking for: 

• Demonstrated skill in conflict resolution, mediation and negotiation, including the ability to mediate difficult conversations and de-escalate crisis situations
• 5-7 years’ experience working with patients, families and health care teams; previous experience in a patient relations role is preferred
• Excellent judgment, critical thinking and decision making abilities combined with integrity
• Demonstrated experience developing partnerships and trust relationships with diverse stakeholders
• Analytical ability to determine and develop strategies, policies, processes, protocols and methods
• Health related degree, Master’s is preferred
• Knowledge and understanding of hospital processes and relevant legislation (e.g., Mental Health Act, Excellent Care for All Act, PHIPA) preferred
• Ability to work well and interact with all levels of management and staff, patients and external sources
• Ability to work with minimal supervision
• Knowledge and understanding of Accreditation Canada standards and the focus on patient and family-centered care is an asset

As part of our commitment to the health and safety of our patients, staff and community from COVID-19, subject to any accommodation required by applicable human rights legislation, Homewood Health Centre requires that all staff have received all required doses of a COVID-19 vaccine approved by Health Canada.

Why work with us 

Homewood Health is Canada’s largest and leading service provider for medically focused, evidence-based treatment of mental health and addiction disorders. Our organizational culture values service excellence, integrity, collaboration and innovation. Our people make a difference!

Homewood Health Inc. is committed to ensuring that its teams reflect the diversity of our community and welcomes applications from all qualified individuals. In accordance with the various provincial legislations that we operate under, Homewood Health is committed to working in collaboration with any team member who may require workplace accommodation in order to successfully perform any or all aspects of their role.

Join us at Homewood Health™ and be part of a diverse team helping Canadians live healthier, more productive and fulfilling lives.

This job posting is for an existing vacant position within the organization.