DEPARTMENT: Patient Experience

ANTICIPATED START DATE: 06 Oct 2025

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. The incumbent works closely with all levels of the organization to implement strategies to seek feedback from and listen to patients and their families in order to improve the quality of care and services and the patient experience.

They are also responsible for implementing an integrated approach to managing and addressing complaints, with the objective of using complaints as a source of information to improve services. They ensure that effective, transparent, responsible and reasonable processes are used and that the interests of stakeholders are well represented. They act as a liaison between patients, their families and loved ones, and all staff members to facilitate the effective handling and resolution of complaints.

They also work collaboratively to continuously improve the quality and safety of patient care and the integration of standards and best practices into operational processes.

REQUIREMENTS:

• Undergraduate degree in the health care field or any other combination of training and experience deemed equivalent;
• Specific training in conflict resolution and communication techniques or willingness to complete 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;
• Proven ability to analyze and resolve complex issues effectively;
• Demonstrated leadership and talent for rallying teams around shared objectives;
• Group/meeting facilitation skills and conflict management skills;
• Keen organizational skills, good judgment and ability to set priorities;
• Skills in research methodology and interpretation of results;
• Skills in team facilitation, initiative coordination, and the development and presentation of educational materials;
• Good oral and written communication skills and proficiency in both official languages;
• Good knowledge of Microsoft Office tools, Meditech (MedQM, PCI), etc.;
• Ability to work independently and as a team member;
• Physical ability to perform assigned duties;
• Good previous work history (performance and attendance);
• Adherence to professional ethics principles, to the Network management philosophy and organizational values;
• Compliance with the rules of confidentiality established by the 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.