Manager, Patient Experience & Engagement

Responsible to the Director of Patient Experience & Safety, the Manager of Patient Experience has leadership and managerial responsibilities at both the planning and operational level.  The manager works collaboratively with HHS leadership and  is responsible to assist in the development of  the tools, processes and resources necessary to support, measure, monitor, and evaluate the Patient Experience; identify, prioritize and action strategies to improve and advance safe, high quality patient and family centred care; provide infrastructure, tools and resources to facilitate the identification, management and prevention of adverse and critical events; implement strategies to monitor and decrease clinical risk; ensure corporate and local level strategies and tools for monitoring and evaluating performance are established and oversee the Patient and Family Partnership Program which includes liaison with corporate Patient and Family Advisory Councils.

1. Health professional with a Masters Degree in a related field
2. Minimum of 5 years management experience and engagement in an acute hospital setting with thorough understanding of hospital service delivery
3. Minimum of 3 years experience related to patient experience, patient safety, quality and clinical risk best practices.
4. Expert knowledge and demonstrated application of key patient experience concepts such as patient and family centred care; customer service excellence and recovery; environmental design; teamwork and communication best practices; personhood and respectful partnerships. 
5. Expert knowledge and demonstrated application of key concepts of patient safety such as :  Human factors, teamwork and communication, system design & approaches, High Reliability Organizations, Failure Modes Effects Analysis.  
6. Relevant education/experience in clinical risk management, root cause analysis and adverse event review.  Knowledge of relevant health care legislation such as: Public Hospitals  Act; Healthcare Consent Act; Excellent Care For All Act; Personal Health Information Protection Act; Disclosure Policy; Mental Health Act; Freedom of Information Act; Substitute Decision Maker Act; Quality of Care Information Protection Act.
7. Demonstrated experience and comfort with conflict management, crisis management and complex issue resolution.  Alternate dispute resolution or mediation skills preferred. Demonstrated experience with customer service or patient relations- with knowledge of complaint or incident management processes.
8. Demonstrated project management skills.  Proven change agent with  advanced knowledge of change management strategies.
9. Experience facilitating quality improvement, and application of quality improvement tools and methodologies.  Certification in quality improvement an asset.
10. Demonstrated skills in:  data collection design and analysis, including knowledge of statistical and experimental design; ability to evaluate outcomes using a balanced scorecard approach; and presentation and report writing skills.
11. Demonstrated ability to effectively work in teams in balance with an ability to work independently and offer creative and innovative solutions.
12. Demonstrated evidence of commitment to continuous learning through pursuit of education endeavours.
13. Demonstrated ability to maintain impartiality, objectivity, diplomacy and confidentiality, including an understanding and appreciation for cultural, religious and individual beliefs
14. Proven  leadership abilities, excellent  interpersonal, communication and facilitation skills that promote cooperation, build teamwork  and an ability to work collaboratively with all levels of the organization. Demonstrated experience and ability to coach and mentor teams and individuals.
15. Proficiency in Word, Excel, Powerpoint, Access, Meditech, Sovera,  Visio,and reporting software applications such as RL solutions.