Job Description

Temporary Full-Time until 16 March 2025, with possible extension
Provincial Director of Patient Experience and Service Excellence (Classification Under Review)
Location: Provincial position. Location TBD.

The Provincial Director of Patient Experience and Service Excellence is one of five senior leadership positions that report to the Senior Director of Quality, Risk Management, and Accreditation within the Quality and Learning Health System portfolio. The Provincial Director will support the planning, coordination, and evaluation of an integrated, comprehensive approach for the Provincial People Centred Care, Client Relations/Navigation and Accreditation Programs throughout Newfoundland and Labrador Health Services (NLHS).

The incumbent will be responsible for leading evidence-informed development of applicable frameworks, policies, and action plans and accountable for ensuring the subsequent oversight and operationalization, including the development, coordination and maintenance of required processes. They will be required to work collaboratively across the provincial health authority with leadership, physicians, staff, and patients and families, as well as partners externally to support and enhance quality processes. This position is integral in providing guidance and support to NLHS leadership and staff related to ensuring meaningful patient and family engagement and experience opportunities, and effective, coordinated mechanisms for feedback and follow-up. The director will support other related NLHS priorities as required in alignment with Provincial Quality and Learning Health Systems mandate.

The successful candidate must demonstrate the key skills, behaviours, abilities and knowledge as outlined in the five domains of the LEADS in a Caring Environment framework.

o Leading yourself by having self-awareness, managing your performance and health, developing yourself, and demonstrating character that is in line with NLHS' values ;
o Engaging others through fostering development of others, contributing to the creation of a healthy organization, communicating effectively, and building effective teams;
o Achieving results by setting direction, strategically aligning decisions with vision, values, evidence, taking action to implement decisions, and assessing and evaluating outcomes;
o Developing coalitions through purposefully building partnerships and networks to create results, demonstrating a commitment to customers and service, mobilizing knowledge, and navigating socio-political environments;
o Systems Transformation by thinking analytically and critically and questioning and challenging the status quo, encouraging and supporting innovation, orienting oneself strategically to the future, and championing and orchestrating change.

Required Qualifications: Candidates considered for this position must demonstrate a comprehensive understanding of the health services system and have at least five years of leadership and management experience in a clinical setting. They will demonstrate strong leadership and facilitation skills in addition to strong evidence-based decision making, analytical and problem solving skills. The successful candidate must also demonstrate expertise in the areas of quality improvement, the accreditation process and an understanding and knowledge of applicable legislation. They will have effective communication skills and the ability to work collaboratively with teams. A broad knowledge of data base design, report design, and information systems is required. The successful applicant will have completed an undergraduate degree in a health related discipline, preferably in a clinical area, and in addition, hold a master's degree in a health related field, health services administration or business administration (or provide equivalent qualifications).

NOTE: Use of a private vehicle is a condition of employment.

**A satisfactory record of work performance and attendance is required for this position.
Hours of Work: 70 Hours per pay period
0830-1630 Hours, Monday to Friday.
Salary Scale: $84,773.00 - $110,205.00 per Annum (Salary Under Review)
Competition Number: WH-2024001781
Competition Closing Date: 1 October 2024
Recruiter Name: Martina Fequet

Western Health values diversity and is an equal opportunity employer.

Please provide curriculum vitae, proof of qualifications, and the names of two references. Applicants who do not provide the necessary documentation as outlined on this job posting will not be considered.

To apply, go to https://employment.westernhealth.nl.ca. If you are having issues when using eRecruit, please email [email protected]

Thank you for your interest with Western Health, however, only those applicants selected for an interview will be contacted.