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Grand River Hospital

If you are searching for opportunities with one of the largest community hospitals in Ontario, providing patient-centred care to the Waterloo Region, Wellington County and Southwestern Ontario, then you*ve come to the right place! Whether you are looking for a specific job opportunity, a volunteer position, student placement or physician role, you can find this information and much more here.

Grand River Hospital (GRH) provides a wide range of care programs and services, Advancing Exceptional Care in the provision of 15 patient care programs at the KW and Freeport campuses located in Kitchener, and smaller satellites located in Guelph and the Palmerston areas. The KW campus houses our primary acute care services and is located in downtown Kitchener. It offers a fast-paced environment in an urbanized setting. The hospital*s Freeport campus is the home of the specialized mental health program, complex continuing care and rehabilitation, outpatient services and breast screening. Located in the south of Kitchener close to Highway 401, Freeport has evolved over a century to become a key care site for patients in the Kitchener-Waterloo region.

Position:  Patient Relations Advisor

Region:  Kitchener-Waterloo & Area


Delivering a positive patient experience is essential to providing safe, high quality health care. The Patient Relations Advisor works to create an environment that promotes a positive patient experience by collaborating with patients, their care-givers and hospital staff to identify and resolve concerns. This position gives voice to patients and their support network in a timely and articulate manner, translating those concerns to the interdisciplinary team including physicians, and also to middle and senior management and the hospital board. There is also potential for interaction with the hospital*s insurer and legal counsel.

Key Responsibilities:
Work collaboratively with the clinical team and patients & their support persons to address patient concerns in a timely manner
? Receive, investigate, propose solutions and respond to patient concerns
? Facilitate communications and participate in meetings between GRH medical, clinical and administrative staff and patients and their support persons.
? Provide advice and support to clinical and administrative staff in managing and deescalating contentious situations involving dissatisfied patients
? Maintain documentation and metrics related to the complaint process
? Review and analyze data related to complaints to understand areas of risk and identify opportunities for improvement 
? Promote positive patient relations in the organization and build capacity for handling patient concerns through coaching, mentoring, education and communication with clinical staff and administration

Develop and update Policies & Procedures related to complaint management.

Participate in quality of care reviews as required.

Contribute to ensuring there is a safe environment for patients, staff and visitors

Work collaboratively with risk management, quality and other stakeholders to develop and implement strategies to improve the patient experience.

Work collaboratively with risk management to identify cases that are at risk for insurance claims or legal action.
? File potential claims with HIROC
? Access, review and summarize clinical documentation as required for legal or insurance claims
? Participate from time to time as a witness or in examinations for discovery
? Assist insurance company in investigations


Education & Knowledge:
? Bachelor*s degree in a relevant health services field as well as a member in good standing with the relevant regulatory health provider college (eg. Nursing, social work) or equivalent combination of education and experience.
? Training or proven ability in negotiation / dispute resolution 
? Knowledge of key legislation (ECFAA 2010, Apology Act2009, AODA 2005)
? Minimum 5-7years clinical experience preferred
? Additional education or training in health law or risk management is an asset.

? Comfort in presentation skills
? Judgment, tact and diplomacy
? Excellent interpersonal, verbal and written communication and customer service skills
? Ability to manage conflict and de-escalate 
? Ability to work independently and coordinate multiple time demands 
? Excellent computer skills, Microsoft Office Professional, Word, Excel, PowerPoint
? Good attendance record
? Understanding of hospital regulations

Salary:  To be discussed

Terms of Employment:  Full Time

Deadline for Application:  Friday, August 17, 2018

How to Apply:  Upon individual request, the hospital will endeavour to remove any barrier to the hiring process to accommodate those candidates with disabilities. Should any applicant require accommodation through the application, interview or selection processes, please contact Human Resources or your Recruitment Specialist for assistance.

Grand River Hospital is committed to providing and fostering a respectful workplace for all employees, free from violence and harassment.

Grand River Hospital requires all new hires to submit a valid Criminal Record Check that may include a Vulnerable Sector Screen prior to start date.

Location:  Kitchener

Profession Type:  Other

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