Coordinator

We are currently seeking a dynamic and compassionate individual to join our Patient and Provider Experience & Volunteer Resource team as a Patient and Provider Experience Coordinator (PPEC). Working with our Volunteer Resource Program at the University of Alberta Hospital group (UAH), which includes the Mazankowski Alberta Heart Institute, the Kaye Edmonton Clinics and Stollery. In this role, you will support workplace culture, experience, wellness, and joy for all UAH, MAZ, KEC staff, physicians, volunteers, patients, their families and supports.

The Patient and Provider Experience Coordinator will play a vital role in shaping the support to patient and providers through engagement to support a culture of wellness, diversity and inclusion. The successful incumbent will be positive and open to leading change in a dynamic healthcare environment supporting both volunteers in patient advisor roles and wellness activities, alongside ensuring the voice of our patients and providers are represented in key committees and improvement initiative. The PPEC will also be involved in recruitment, selection, screening, placement, orientation, recognition, evaluation, and administration. You will also cultivate and maintain strong relationships with key stakeholders and community leaders to ensure the effective involvement of the patient and provider experience, recognizing their invaluable contribution to the delivery of healthcare services. The coordinator is also responsible for: Coordinate and facilitate patient and provider feedback mechanisms, such as surveys and focus groups, to gather insights and identify areas for improvement. Support interactive activities on site to promote patient and provider experience. Support patient advisors on site with onboarding, orientation, and training. Collaborate with staff and patients to develop and implement strategies to enhance the overall patient and provider experience within the hospital. Monitor and analyze patient satisfaction data to track trends and identify opportunities for improvement. Stay updated on best practices and industry trends related to patient and provider experience and recommend innovative solutions to enhance the quality of care. Support the volunteers resource coordinators in the support of volunteers and programs.

A post-secondary degree in Human Resources Management, Business Administration, or Management in Human and Social Services or an equivalent of experience, education, and training may be considered. Previous supervisory experience. A demonstrated proficiency in Microsoft Office programs including Word, Excel, Visio, and PowerPoint required. Bachelor's degree in healthcare administration, business administration, or a related field. Previous experience in a healthcare setting, preferably in a patient experience or customer service role. Strong communication and interpersonal skills, with the ability to interact effectively with patients, providers, and staff members. Excellent organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment. Proven ability to work collaboratively across departments and disciplines to achieve common goals. Compassionate, empathetic, and dedicated to improving the overall healthcare experience for patients and providers alike.

Knowledge of patient experience measurement tools and methodologies is an asset. Experience as a team member in project planning, execution, reporting, monitoring, and evaluation. Demonstrated ability to facilitate change. Able to utilize volunteer management software (e.g. Better Impact or equivalent) Knowledge and skills in problem solving and concerns resolution. Ability to establish and maintain effective working relationships with internal and external stakeholders. Effective communicator with strong organizational skills, influential skills, and client focused orientation and commitment to providing quality services. Ability to communicate effectively with a variety of stakeholders to respond to standard requests and relay information. Proven ability to foster partnerships and to achieve organizational goals within a large, diverse organization and managing within a unionized environment. A demonstrated clear pattern of professional and personal development. Personal volunteer experience.

As Required.