Zone: All Zones
Location: To Be Determined (Remote work Opportunity)

Patient Experience Leader
Central Zone - CZ-Quality Improvement/ Risk Mgmt
Permanent Full-time
44013POS
Hours 70 (8 hours; Days)
Salary HL22 (CAD42.05 - CAD54.66 per hour)
Competition Number VAC0007059
Posted Date 2025-02-17
Closing Date 2025-02-24
Demands, duties, qualifications Applicants are being accepted for the permanent full-time position of Provincial Patient Experience and Engagement Manager. The incumbent will be responsible for supporting the development and implementation of an integrated provincial model for PCC that supports zone and provincial program structures. Provincial Patient Experience and Engagement Manager is a management position within the Provincial Quality, Risk Management and Accreditation Program, reporting to Provincial Director of Patient and Family Engagement and Service Excellence. The Provincial Patient Experience and Engagement Manager will be responsible for developing and instituting evidence informed, consistent approach to People Centred Care provincially within NL Health Services (NLHS). The successful candidate will function with a high degree of independence and accountability within the mandate, vision and values of NLHS and be a visible and enthusiastic champion for improved client/patient/resident engagement and experience. The successful applicant will work closely with patient and family experience advisors (PFEAs), the various committee structures that support PCC, quality improvement teams; team members within the Quality and Learning Health System portfolio, staff, leaders and managers at all levels in the organization and physicians. Travel throughout the regions and flexible work hours will be required.

Duties will include, but not limited to:
• In pursuit of continuous improvement within a Learning Health and Social System (LHSS), the incumbent will be responsible to harness a co-production approach with PFEAs leveraging the various organizational structures that support PCC to plan, develop, implement and evaluate a PCC strategy across NLHS that incorporates equity-focused priorities and principles in all parts of how we think about and plan.
• Inform and monitor relevant strategic goal(s) and objective(s) in the NLHS Strategic Plan, Board Quality and Safety Scorecards and other relevant reporting requirements.
• Develop, maintain and monitor a provincial data base to capture data that supports measurement of engagement, number of advisors, measures that support equity, diversity, and inclusion, and other quality indicators.
• Work with the Office of Patient-Centred Measurement to ensure co-design of survey processes.
• Ensure compliance with Accreditation Canada's standards with respect to PCC and client experience requirements.
• Lead public and community partner engagement and consultation in the development and implementation of PCC action plans.
• Lead the development of a provincially consistent process for recruitment and onboarding, including provincial orientation for advisors, and specific committee and/or assignment.
• Identify and/or develop and implement PCC education and training for all physicians and staff (including education modules, handbooks etc.).
• Lead the development of PCC and partner engagement policies throughout the organization.
• Provide leadership and support to patient advisors throughout the organization.
• Build capacity and capability to enhance engagement and the patient experience at all levels of the organization.
• Work in partnership with NLHS leaders/managers recognizing that employee engagement is a key driver to improving patient experience.

The successful candidate must demonstrate the key skills, behaviors, abilities, and knowledge as outlined in the five domains of the LEADS in a Caring Environment framework.
• Leading yourself by having self-awareness, managing your performance and health, developing yourself, and demonstrating character that is in line with NLHS' values;
• Engaging others through fostering development of others, contributing to the creation of a healthy organization, communicating effectively, and building effective teams;
• Achieving results by setting direction, strategically aligning decisions with vision, values, evidence, taking action to implement decisions, and assessing and evaluating outcomes;
• 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;
• Transforming systems 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.

Qualifications Required:
• Bachelor degree in a health-related field.
• Education and/or experience in the areas of patient experience and engagement; as well as training in quality improvement.
• Five years of leadership experience in healthcare.
• Proven strong people-centred care philosophy.
• Demonstrated change management, evaluation and leadership capabilities.
• Demonstrated outstanding interpersonal skills; self-directed and function well in a team setting with the ability to interact effectively with a wide variety of partners.
• Passionate and able to inspire and motivate others and drive positive organization-wide change.
• Demonstrated skills in the areas of community capacity building, indicator development, project management, program development and evaluation.
• Demonstrated ability to manage, organize and prioritize a very diverse and demanding workload in a complex environment.
• Consistent demonstration of NLHS' values: Innovation, Compassion, Accountability, Respect, and Excellence (ICARE).
• A satisfactory record of work performance and attendance is required for this position.
• A satisfactory certificate of conduct from the RCMP or local police authority.

Preferred qualifications:
• Bachelor's degree in a health-related field

An equivalent combination of education and experience may be considered. Applicants claiming equivalency are required to explain in their cover letter how their education and experience meet the required qualifications.

The candidate may be required to travel. Use of a private vehicle is a condition of employment.

NLHS values diversity and is an equal opportunity employer.

A resume, proof of qualifications, and the names of two references are required. Applicants who do not provide the necessary documentation as outlined on this job posting will not be considered.