Manager, Patient Relations

Are you a strategic leader who is a proactive central resource for patient complaint resolutions? Do you have experience supporting patient experience improvement strategies? Are you passionate about exceptional health care and driven by a desire to help others?

If so, take a look at this rewarding career opportunity working alongside a supportive and collaborative team of over 9,000 regulated health care and other professionals. ​​​We are amid a momentous time for health care in Ontario as we move to a more connected health care system through the Ontario Health Teams model of care.

Ontario Health atHome is looking for an experienced leader in Patient Relations with an in depth knowledge of relevant health care legislation including Connecting Care Act, Excellent Care For All Act, Personal Health Information Protection Act, Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, Occupational Health & Safety Act and other relevant health care legislation. This position is also accountable supporting patient experience improvement strategies and providing leadership to the integration of ethical decision making and education within the organization.

What do we offer?

We know wellness is supported with work-life balance. In an inclusive culture committed to support your passion for continuous learning, growth and innovation, we offer: ​

• Attractive comprehensive compensation packages and benefits​
• Valuable development opportunities​
• Membership in a world class defined benefit pension plan​
• Salary: $108,339.33-$129,362.92

What will you do?

• Ensure the organization has an effective complaint management process aligned with the provincial complaint management framework and policies, and complies with relevant legislation and standards
• Support local implementation of and provide education to all staff and service provider organizations on provincial complaints framework, policies and processes, as well as effective concern resolution, complaint escalation and patient relations processes.
• Supports leadership and manage escalated complaints from patients and caregivers ensuring fair and transparent processes and effective and timely resolution
• Serve as primary point of contact for complaints and inquiries received from the Patient Ombudsman, Health Services Appeal Review Board (HSARB), elected official offices, Long Term Care Family Support and Action Line, Independent Complaints Facilitators or external health system partners and escalate appropriately
• Use excellent communication skills to assist patients, caregivers and other external parties in navigating the organization's complaint and appeal processes ensuring that the complainant is supported and receives the best possible customer service
• Serve as a proactive resource for concern and complaint resolution across the organization
• Consult on cases and work with the patient services managers and directors, facilitating and leading case conferences to support complaints resolution
• Ensure appropriate written responses to patients through the development and use of letter templates regarding complaints
• Ensure effective processes in place for accurate record keeping and documentation of complaints including all interactions with complainant and resolution within the event reporting system
• Monitor electronic event reporting system with regard to complaints, and compliments to ensure there is timely follow up and thorough investigation, including ongoing communication with the complainant and closure of files
• Provide feedback to staff, managers, directors, and service providers to improve reporting, resolution and documentation of complaints
• Review complaints data and develop reports, and presentations on patient complaints as required
• Identify and engage others to addresses patient complaint trends to improve patient outcomes and experience
• Respond to service alerts from patient and caregivers survey questionnaires
• Review patient and caregiver experience survey results, metrics, and performance indicators and identify, recommend and act on opportunities to improve
• Provide ongoing leadership, advice and counsel to the management team and organization on positive areas and opportunities for improvement for patient experience
• Build and maintain strong relationships with key external stakeholders, including constituency offices, hospitals, community support organizations, and the Office of Patient Ombudsman for Ontario.
• Participate in Regional Ethics Committee and provide leadership at a local level related to ethics needs including:
  • Promote and facilitate the use of ethical decision-making guidelines and tools
  • Coordinate and participate in ethics consultations
  • Design & provide education and outreach to Ontario Health atHome staff and service providers about ethical framework and tools
  • Develop ethics-related content, including reports and presentations, as required
• Embody Ontario Health atHome mission, vision and values and apply quadruple aim (enhancing patient experience, enhancing provider/staff experience, improving value and improving population health) in daily work.
• Utilize quality improvement tools to drive excellence in care and service delivery and to create a culture of continuous quality improvement.
• Exemplify, embrace and intentionally promote an inclusive work environment where all are meant to feel they belong
• Continually demonstrate a commitment to create a positive culture of equity, inclusion, diversity and anti-racism
• Other duties as assigned

What must you have?

• Relevant University degree or recognized equivalent work experience.
• Certification in dispute resolution and/or mediation an asset.
• Regulated Health Profession designation an asset.
• Minimum 5 years' experience in managing patient/consumer complaints, investigations and resolutions.
• Minimum 3 years' experience of complaints management in health care environment (preferably in a Home Care environment)
• Minimum of two years' management experience, preferred

What would give you the edge?

• Knowledge of relevant health care legislation including Connecting Care Act, Excellent Care For All Act, Personal Health Information Protection Act, Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, Occupational Health & Safety Act and other relevant health care legislation
• Demonstrated ability to handle confidential information with discretion and professionalism
• Demonstrated knowledge and commitment to continuous quality improvement
• Knowledge of ethical principles of care, patients' rights and responsibilities, and customer service principles
• Knowledge of health care system and the role of the Ontario Health atHome within the system
• Knowledge of Ontario Health atHome operations, quality, risk, and performance management principles
• Understanding of Ontario Health atHome partners and contracted service providers in the community
• Proficiency in data analysis and statistical trending
• Knowledge of quality management concepts and experience in applying them in the healthcare sector
• Strong change management skills; able to focus priorities and drive for positive change
• Seeks to understand customer requirements and improve quality of service delivery
• Superb ability to demonstrate sensitivity and diplomacy in all interactions
• Strong facilitation and effective negotiation and conflict resolution skills to resolves issues
• Ability to deliver information effectively, verbally and in writing, in a variety of settings including one-on-one, team meetings, and presentations
• Strong collaboration skills to participate on projects and committees with colleagues across OH atHome and local community agencies
• Ability to effectively coach, interact, and exchange information with staff and partners
• Excellent presentation skills to provide information to varying audiences internally and at external community organizations
• Ability to build effective relationships with key stakeholders including service providers
• Ability to convey a positive image of self and organization to staff, the community and public; understands key external relationships important to the success of the organization.

Who are we?

We are Ontario Health atHome, ready to serve every person in Ontario. We partner with patients and caregivers, primary care providers, hospitals, long-term care and retirement homes, service providers and Ontario Health Teams, to deliver responsive, accessible, integrated, patient-centred care.

If you're interested in driving excellence in care and service delivery, and seeking an unparalleled opportunity to lead and learn, partner and connect, care and be cared for, this is your home.

Equity, Inclusion, Diversity and Anti-Racism Commitment

Ontario Health atHome is committed to a culture of equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.