Client Relations Officer

Zone: Labrador-Grenfell Zone
Location: Any location within the Labrador?Grenfell Zone
Provincial Patient Relations Manager
Labrador Grenfell Zone - PLG Quality & Risk Management
Permanent Full-time
MGMT
40496POS

Hours: 70 Hours Biweekly (8 hours; Days)

Salary: HL22 (CAD42.89 - CAD55.75 per hour)

Competition Number: VAC0024959

Posted Date: 2026-05-20

Closing Date: 2026-05-27

About The Role:

The Provincial Patient Relations Manager is a leadership role within the Provincial Quality, Risk Management, and Accreditation Program, reporting to the Provincial Director of Patient Experience and Service Excellence. Based in the Labrador?Grenfell Zone, this position carries responsibilities that span both the zonal and provincial levels. This position will be responsible for leading and facilitating a respectful, fair, timely and culturally safe process for receiving, reviewing & responding to patient feedback. The Provincial Manager will collaborate with Clinical Leaders, Operational teams, Community Representatives and Indigenous Partners to promote trust, accountability, reconciliation and service improvement both zonally and provincially. This position will function with a high degree of independence and accountability within the mandate, vision and values of NLHS and will be required to interact at all levels of the organization, across a broad spectrum of programs, services, and zones.

Duties will include, but not limited to:

Lead and manage the end-to-end patient feedback process including awareness/promotion of the process, intake, acknowledgement, inquiry, analysis, consultation, response, documentation, and evaluation.
Ensure feedback is handled in a manner that is fair, impartial, timely, transparent, and respectful of patient and family perspectives.
Facilitate culturally appropriate complaint resolution pathways including informal resolution & restorative approaches where appropriate.
Act as a liaison between patients, families, staff, clinicians, leadership, and external partners including Indigenous partners.
Support staff understanding and application of cultural safety, humility, and Truth & Reconciliation principles within the patient feedback process.
Ensures the patient feedback process is consistent with NLHS policy, legislation and best practices and maintain compliance with privacy legislation & health information standards.
Maintain a patient feedback database and analyze trends, themes, and systemic issues from patient feedback to inform quality improvement.
Provide regular reports and recommendations to Senior Leadership, Quality Committees, Leadership, Physicians, Staff and Patient Partners as appropriate.
Provide leadership, mentorship and education to Navigators, Intake Clerks, Admin Support, Clinicians, Managers, and Leaders on patient relations processes, culturally safe communication, and effective resolution.
Ensure all patients and families have access to interpreter/translator services as required to make certain there is meaningful involvement in the feedback/complaints process.
Support continuous improvement in patient experience zonally and provincially and Develop briefing notes as requested.

Required qualifications:

Bachelor Degree in a health-related field is required.
A minimum of five (5) years clinical experience is required.
A minimum of three years? leadership experience in a healthcare setting.
Ability to work with inter-disciplinary groups across program/service areas and have knowledge of health care system issues and functions as well as a good understanding of patient safety issues and risk management.
Ability to work collaboratively across diverse teams and communities.
Demonstrated knowledge of cultural safety, humility, the impacts of colonization on health & health experiences, and restorative or alternate dispute resolution approaches.
Demonstrated ability to manage, organize, and prioritize a very diverse and demanding workload in a complex environment.
Demonstrated strong facilitation, evaluation, and leadership skills.
Ability to manage sensitive, complex, and emotionally charged situations with professionalism and compassion.
Strong analytical, organizational and documentation skills.
Demonstrated critical thinking skills; strong assessment and investigative skills, problem solving skills, sound judgment, and conflict resolution skills.
Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient needs is essential.
Knowledge of clinical documentation systems for investigations of concerns.
Consistent demonstration NLHS values.
A satisfactory record of work performance and attendance is required for this position.
A satisfactory certificate of conduct from the RCMP or local police authority.
Use of private vehicle is required.

Preferred qualifications:

The successful candidate must demonstrate a strong commitment to person and family?centered care, actively promoting and supporting these principles in all aspects of their work. They must also show dedication to safety by collaborating with team members to enhance both worker and patient safety through safe work practices, risk identification, and quality improvement initiatives. In addition, the candidate must have experience working respectfully with Indigenous governments, organizations, and communities, as well as knowledge and skills in patient satisfaction monitoring methodologies.

In alignment with our commitment to reconciliation, preference may be given to candidates who self-identify as Indigenous or who bring lived experience from Indigenous communities.