Bilingual Patient Experience & Risk Specialist

About this position

Bilingual Patient Experience & Risk Specialist

Permanent Full-Time Position – Ottawa, ON

The mandate of the Champlain Local Health Integration Network (LHIN) is to ensure health services are well-organized, and appropriately funded, and meet the health needs of the 1.3 million residents who call this region home.

We work with, and fund, roughly 120 health service providers that offer about 240 health programs in hospitals, community support services, mental health and addiction services, community health centres, and long-term care homes. The Champlain LHIN also delivers home and community care services.

Position Summary:

The bilingual Patient Experience and Risk Specialist is instrumental in identifying opportunities for improvement in the patient experience by reviewing, and responding to, patient concerns and complaints, safety events, and patient experience survey data for a core group of clinical teams and contracted service provider partners. They will lead and support improvement projects as identified by the Quality Department and/or with our Home & Community Care teams and external service provider partners.

Primary Responsibilities:

• Consults on cases and, where necessary, assists Managers and staff in handling and resolving complaints in a timely and effective manner
• Serves as the LHIN’s Home and Community Care division’s primary point of contact to respond to MPPs’ offices regarding patient concerns/complaints
• Leads the development of case conferencing guidelines
• Leads the development of the events management process flow
• Assists in the coordination and facilitation of case conferences
• Assists the LHIN with written responses to patients through the development of letter templates and writing
• Uses project management skills to lead and/or support the ongoing development of patient safety incident and risk reporting and tracking, including system administration and customization, staff education, process review, and report development
• Monitors and audits the Champlain Events Learning System with regard to complaints and events, to ensure timely investigation, follow-up, and closure of files
• Works with the Director and Quality team members to identify opportunities for improvement in patient satisfaction, and quality, safe and equitable care by ensuring:
  • Compliance with policies, standards, and legal requirements
  • Trends and issues are identified and reported
  • Corrective actions are taken to manage identified risk and maximize patient and employee safety
  • Investigation of risk situations is conducted and reported
  • Risk prevention is maximized
  • Unsafe practices are mitigated
  • Ongoing education to staff about complaints and events management
• Supports the development of policies, procedures and tools to identify and address areas of risk or concern for patients, service providers, LHIN staff and the organization as a whole
• Identifies high-risk patient events or concerns, and communicates to the Director in a timely fashion
• Identifies and shares research, recommendations, or other information regarding patient relations practices, events reporting, ethics, and quality of care
• Works with the Organizational Development team to design and provide training to staff on topics such as customer service, patient relations, patients’ rights and responsibilities, ethics, and quality
• Works with the Communications department to provide recommendations on the development of newsletters, brochures, or other printed materials to share information with patients
• Assists in the implementation and maintenance of the organization’s risk management program
• Supports the facilitation of risk assessment exercises and workshops
• Prepares and presents concise oral and written reports on risk management activities
• Conducts risk assessments of processes or departments to identify high-risk areas and makes recommendations for improvement

POSITION REQUIREMENTS:

Education and Experience:

• Four-year university degree in a related discipline, or three-year diploma in a related discipline plus extensive related experience
• Minimum two years’ related experience in a health care environment
• Experience in project management

Knowledge:

• Demonstrated knowledge of, and commitment to, continuous quality improvement
• Knowledge of relevant legislation pertaining to patient care
• Knowledge of ethical principles of care, patients’ rights and responsibilities, and customer service principles
• Knowledge of risk management principles and tools
• Knowledge of Accreditation Canada standards
• Proficiency in complex data analysis and statistical trending
• Knowledge of risk and feedback software (i.e. enterprise risk management software, occurrence tracking software, etc.)

Skills and Abilities:

• Ability to build and maintain effective working relationships with managers and staff to facilitate the spread of quality and risk awareness and culture across the organization
• Ability to provide a patient-centred, ethics, and quality perspective through participation on assigned committees, work groups, and project teams
• Ability to provide education to staff regarding customer service principles, patients’ rights and responsibilities, and ethical issues
• Ability to develop and maintain effective relationships with external service providers and support the management of quality and safety issues that may arise, as required
• Ability to build partnerships with external stakeholders, including regional hospitals and community organizations, to build community awareness and improve inclusivity and accessibility of Home and Community Care processes
• Good coaching, negotiation, facilitation, problem-solving and conflict resolution skills
• Expert computer skills (MS Office Suite)
• Bilingualism, in English and French

Please apply online via our website at http://www.champlainlhin.on.ca/Careers.aspx. All applications will be reviewed; however, only those selected for an interview will be contacted.

Champlain LHIN welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in any aspect of the selection process.