DEPARTMENT: Patient Experience

BARGAINING UNIT: Management and Non-Bargaining

JOB TYPE: Permanent full-time

SCHEDULE: Day, 8 and 12-hour shifts. Work schedule may be changed to meet operational needs.

LANGUAGE REQUIREMENTS: Bilingual essential

NOTE : Applicants must attach a resume to their application.

JOB SUMMARY

Reporting to the Patient Experience Manager, the incumbent is responsible for handling complaints and other related tasks. This person provides support to managers, department heads, directors, chief medical officers and teams in complaint management, based on a proactive approach and a just culture. They work closely with all levels of the organization to implement strategies for gathering feedback and listening to patients and their families, with the aim of improving the quality of care and services and the patient experience.

The incumbent is also responsible for using an integrated approach to managing and handling complaints, considering them as sources of information for improving services. They ensure that efficient, transparent, responsible and reasonable processes are followed, while adequately representing the interests of stakeholders. This person also liaises with patients, their families or loved ones, as well as with all staff members, to facilitate the efficient handling and resolution of complaints.

They also contribute to the continuous improvement of quality and patient safety, as well as to the integration of standards and best practices related to the process.

REQUIREMENTS:

• Undergraduate degree in the health care field or any other combination of training and experience deemed equivalent;
• Specific training in quality management or patient safety or willingness to obtain such training within two years of starting position;
• Specific training in conflict resolution and communication techniques or ability to obtain such training within one year of starting position;
• Graduate degree considered an asset;
• Five years' varied experience in the health field;
• Clinical experience in a hospital setting;
• Management experience considered an asset;
• Good analytical and problem-solving skills for complex issues;
• Leadership and ability to motivate/engage others to achieve a common goal;
• Group/meeting facilitation and conflict management skills;
• Keen organizational skills, good judgment and ability to prioritize work;
• Skills in research methodology and interpretation of results;
• Aptitudes for team facilitation, coordination of initiatives as well as development and presentation of educational material;
• Good knowledge of Microsoft Office tools, Meditech (MedQM, PCI), etc.;

• Ability to work independently and as part of a team;
• Physical ability to perform the assigned work;
• Good work history (performance and attendance);
• Adherence to professional ethics principles, to the Network's management philosophy and organizational values;
• Compliance with the rules of confidentiality set by Vitalité Health Network.

• The above requirements may be verified through oral, written or practical tests during the selection process.
• Should there be no fully qualified applicants, this position will not necessarily be reposted. If you wish to be considered for this position and meet most of the requirements, you are encouraged to apply at this time.
• The employer reserves the right to shorten or extend temporary assignments for operational reasons.
• We thank all applicants. However, only those selected will be contacted.