Patient Experience Specialist

In collaboration with all programs and services, and members of the Patient Experience and Safety Program the Patient Experience Specialist is accountable for: the ongoing development, implementation and evaluation of the patient experience strategies at Hamilton Health Sciences; supporting the patient relations process in a timely, efficient and consultative manner with leadership of programs and services; facilitation of education and awareness of the principles and strategies of the patient experience at all levels of the organization and the ongoing support and development of culture and Patient Experience Champions

1. Masters degree in relevant discipline.
2. At least 3 years relevant work experience.
3. Relevant education/experience in customer service and recovery principles.
4. Minimum of 5 years experience in a Hospital setting with a thorough understanding of hospital service delivery.
5. Demonstrated project management skills and success in the application of change management strategies. Ability to manage multiple projects and priorities.
6. Demonstrated knowledge and experience of patient relations processes including complaint management.
7. Experience in facilitating quality improvement, and the application of quality improvement tools.
8. Demonstrated experience and comfort with conflict management, crisis and complex issue resolution. Demonstrated alternate dispute resolution, negotiation and mediation skills. Ability to relate to people in a compassionate manner.
9. Understanding and demonstrated application of key concepts of patient experience concepts such as patient and family centred care; customer service excellence and recovery, environmental design, reliable coordinated care; teamwork and communication best practices; personhood and respectful partnerships.
10. Expert knowledge of the patient experience literature.
11. Demonstrated skills in data collection design and analysis.
12. Knowledge of statistics and experimental design.
13. Demonstrated expertise and ability to coach and mentor teams and individuals.
14. Demonstrated proficiency in Microsoft Work, Excel, PowerPoint, Access, Meditech, and Sovera.
15. Demonstrated presentation and report writing skills.
16. Demonstrated ability to effectively work in teams in balance with an ability to work independently and offer creative and innovative solutions.
17. Demonstrated evidence of commitment to continuous learning through pursuit of educations endeavours.
18. Demonstrated ability to maintain impartiality, objectivity, diplomacy and confidentiality including an understanding and appreciation for cultural religious and individual beliefs.
19. Demonstrated ability to work collaboratively with Senior Management, Medical Leadership, Physicians, Health Professionals, and multidisciplinary teams.
20. Demonstrated leadership, interpersonal, communication and facilitation skills that promote co-operation, teamwork and enhance the ability of management staff to deal with difficult communications.
21. Demonstrates knowledge of relevant legislation and policies such as; Excellent Care for All Act; Personal Health Information Protection Act; Health Care Consent Act; Substitute Decision making Act; Privacy Legislation.