DEPARTMENT: Patient Experience

ANTICIPATED START DATE: 01 Jun 2025

BARGAINING UNIT: Management and Non-Bargaining

JOB TYPE: Permanent full-time

SCHEDULE: Day, Evening, 8 and 12-hour shifts. Work schedule may be changed to meet operational needs.

LANGUAGE REQUIREMENTS: Bilingual essential

NOTE: Applicants must attach a resume to their application.

JOB SUMMARY:

Reporting to the Manager of Patient Experience, the incumbent is responsible for ensuring the integration of best practices in client satisfaction for the facilities that are part of their territory. This integration is achieved through implementation and support of patient- and family-centred care and service delivery in all facilities and programs in the region. Works closely with all levels of the organization to implement strategies to seek feedback from and listen to patients and their families in order to improve the quality of care and services and the patient experience.

Is responsible for implementing an integrated approach to managing and addressing complaints, with the objective of using complaints as a source of information to improve services. Ensures that effective, transparent, responsible and reasonable processes are used and that the interests of stakeholders are well represented. Serves as a liaison between patients and their families / loved ones and all staff members to facilitate handling and effective resolution of complaints.

Also works on continuous improvement of quality, patient safety, and standard and best practice integration activities as part of the accreditation process, also supported by the quality department.

REQUIREMENTS:

• Undergraduate degree in the health care field or any other combination of training and experience deemed equivalent;
• Specific training in quality management or patient safety or willingness to take such training within two years of the position start date;
• Specific training in conflict resolution and communication techniques or ability to complete such training within one year of position start date;
• Graduate degree considered an asset;
• Five (5) years of varied experience in the health field;
• Clinical experience in a hospital setting;
• Management experience considered an asset;
• Good analytical and problem-solving skills for complex issues;
• Leadership and the ability to mobilize/engage others toward a common objective;
• Group/meeting facilitation skills and conflict management skills;

• Strong organizational ability, good judgment and ability to prioritize work;

• Skills in research methodology and interpretation of results;
• Skills leading teams, coordinating initiatives, and developing and presenting educational material.

• Good oral and written communication skills and good competence in both official languages;

• Good knowledge of Microsoft Office tools, Meditech (MedQM, PCI), etc;

• Physical ability to perform the assigned work;
• Good work history (performance and attendance);
• Adherence to professional ethics principles, to the Network's management philosophy and organizational values;
• Compliance with the rules of confidentiality set by Vitalité Health Network.

• The above requirements may be verified through oral, written or practical tests during the selection process.
• Should there be no fully qualified applicants, this position will not necessarily be reposted. If you wish to be considered for this position and meet most of the requirements, you are encouraged to apply at this time.
• The employer reserves the right to shorten or extend temporary assignments for operational reasons.
• We thank all applicants. However, only those selected will be contacted.