126-26 Patient Experience Specialist, Quality, Patient Safety & Patient Experience, Full-Time, Alliance Wide

Position

Patient Experience Specialist

Department

Quality, Patient Safety & Patient Experience

Job Location

Alliance Wide

Posting #

126-26

Position Type

Full-Time

Salary Range

$106, 827.00 annually

Union

Non-Union

Posted Date: April 27, 2026

Expiry Date: May 4, 2026

WHY IS HPHA THE RIGHT FIT FOR YOU?

Huron Perth Healthcare Alliance (HPHA) is an organization that influences proactive change; embraces the potential of partnerships; harnesses the power of performance, and values the skills and guidance of our people - staff, patients, families and caregivers included to advance our healthcare system. HPHA is a multi-site organization that includes Clinton Public Hospital, St. Marys Memorial Hospital, Seaforth Community Hospital and Stratford General Hospital.

ROLE

Under the direction of the Manager Quality, Patient Safety and Experience, the Patient Experience Specialist advances a culture of person- and family-centred care by proactively developing, implementing and sustaining strategies related to patient and caregiver experience, person-centred care, and engagement. The Patient Experience Specialist works collaboratively with the Quality & Patient Safety Team with respect to patient safety and experience, and the Corporate Lead Volunteers & Student Engagement with respect to Patient Partners.

The primary responsibility of the Patient Experience Specialist is to manage the patient and caregiver feedback process. This includes working collaboratively with patients and caregivers; leaders; physicians/midwives; and programs/departments to ensure timely acknowledgement and resolution of patient and caregiver concerns, compliments, and feedback regarding their experience at HPHA. The Patient Experience Specialist develops, implements, and monitors methods to elicit feedback and collaborates with the Quality & Patient Safety Specialists and Decision Support to identify, monitor, and report on Patient Experience metrics. These insights are used to inform person-centred care practices and quality improvement initiatives.

The Patient Experience Specialist provides consultation and coaching to leaders, physicians/midwives, staff and volunteers to enhance understanding of their role in delivering a positive patient experience and responding effectively to complaints and concerns. The Patient Experience Specialist advocates for the patient voice and perspective and ensures that principles of person-centred care are integrated into organizational plans and priorities.

REQUIRED EDUCATION & CERTIFICATION(S)

• Bachelor’s degree in a health‑related field required

REQUIRED SKILLS & EXPERIENCE(S)

• More than 3 years and up to 5 years at a minimum previous experience with Patient Experience/Relations in a health care setting
• Leadership experience
• Knowledge of relevant healthcare legislation and regulatory requirements, including the Excellent Care for All Act (ECFAA), Quality of Care Information Protection Act (QCIPA), Accessibility for Ontarians with Disabilities Act (AODA), Health Care Consent Act (HCCA), Freedom of Information and Protection of Privacy Act (FIPPA), Personal Health Information Protection Act (PHIPA) and Substitute Decisions Act (SDA) and Accreditation Canada standards
• Advanced mediation, conflict resolution, and negotiation skills; proven ability to de- escalate and manage sensitive situations with tact and empathy
• Exceptional emotional intelligence, cultural humility, and commitment to diversity, equity and inclusion
• Excellent interpersonal, facilitation, and written/verbal communication skills
• Strong critical thinking, judgement, and decision-making abilities, with the capacity to assess risk, balance competing interests, and recommend appropriate courses of action
• Able to balance multiple responsibilities and deadlines with minimal supervision.
• Proficiency with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint) and experience using patient safety/feedback systems (e.g., RL Datix, Qualtrics)
• Ability to analyze, interpret, and monitor Patient Experience metrics and create clear, meaningful reports and dashboards
• Demonstrated experience developing partnerships and trust-based relationships with diverse groups
• Demonstrated understanding of person-centred care principles
• Ability to research, apply, and implement leading and evidence-based practices
• Demonstrated ability to lead and contribute to projects

DESIRED SKILLS, EXPERIENCE(S) & EDUCATION

• Certified Patient Experience Professional (CPXP) designation preferred
• Education or certification in trauma-informed care, with demonstrated skills in conflict resolution, de-escalation, mediation, and collaborative problem-solving preferred
• Meditech experience an asset

ADDITIONAL PERKS AT HPHA

• Preceptor/Peer Mentorship Opportunities
• Collaborative Team Environment
• Enrolment in the Healthcare of Ontario Pension Plan (HOOPP)
• Extended Health/Semi Private and Dental Benefits (for Part-time and Full-time only)
• Diverse Committees and Engagement Opportunities
• Opportunities to grow your career and explore different roles within the hospital

OUR COMMUNITIES

Our communities are small in size but large in amusement; you will always find spectacular local heritage, a live event, a wide range of cuisine and locally owned stores. The communities and surrounding areas are enriched by their arts and culture. Huron Perth offers a wide variety of activities, regardless of your interests, from the famous Stratford Festival, museums, Seaforth’s historic Main Street shopping, historical downtowns, the St. Marys swimming quarry, close proximity to Lake Huron, cycling and hiking trails, art and cooking classes, the Clinton Raceway, or simply enjoying the local parks with your friends.

Care to join us?

ADDITIONAL INFORMATION

Location: Stratford General Hospital located in Stratford, Ontario.

Department: Quality, Patient Safety & Patient Experience

Our Organization: The Huron Perth Healthcare Alliance is an equal opportunity employer that strives to create a respectful, accessible and inclusive work environment. We know that we are strengthened by a diverse workforce and encourage applications from all equity deserving groups, including but not limited to: Indigenous persons, visible minorities, persons with visible and/or invisible disabilities, persons who identify as women and persons of marginalized sexual orientation and gender identities. Upon individual requests, hiring processes will be modified to remove barriers to accommodate those with disabilities. Should any applicant require accommodation through the application, interview or selection process, please contact Human Resources for assistance.

This job posting is being advertised for a new vacancy within the Hospital. The status of the position is indicated to provide transparency in accordance with applicable regulations.

Huron Perth Healthcare Alliance does not use artificial intelligence (AI) to screen, assess or select applicants at any stage of the recruitment process. All application reviews and hiring decisions are conducted by HPHA Human Resource professionals and/or the hiring managers.

HOW TO APPLY

Applicants interested in becoming a part of an energetic, caring team in a fast-paced and rewarding environment can submit their cover letter and resume as either a PDF or Word document(s) to postings listed on hpha.ca/careers by 11:59pm on the listed closing date. Paper or email-based resumes will not be accepted.

We thank all applicants for their interest in this opportunity, note that only those selected for an interview will be contacted. Selection will be based on the skill, ability, experience and qualifications. The Hospital reserves the right to conduct a formal interview or other applicable testing where required.