Provincial Patient Relations Manager

Zone: Eastern Zone
Location: To be Determined
Provincial Patient Relations Manager
(Subject to Classification Review)
Eastern Zone - PHA QUALITY INIATIVES
Temporary Full-time (Until December 3, 2027, with possibility of extension)
MGMT
44268DIF

Hours: 70 bi-weekly (8 hours; Days)

Salary: HL-22 (CAD 78,055 – CAD 101,471 per annum)

Competition Number: VAC0024732

Posted Date: 2026-06-05

Closing Date: 2026-06-12

Applicants are being accepted for the temporary full-time position of Provincial Patient Relations Manager with both Zonal and Provincial responsibilities. The Provincial Patient Relations Manager is a management position within the Provincial Quality, Risk Management and Accreditation Program, reporting to Provincial Director of Patient Experience and Service Excellence. The Provincial Patient Relations Manager will be responsible for applying a standardized approach to patient relations management within NLHS. The successful candidate will function with a high degree of independence and accountability within the mandate, vision and values of NLHS. The Provincial Patient Relations Manager will be required to interact at all levels of the organization, across a broad spectrum of programs, services, and zones.

Job Summary
The Provincial Patient Relations Manager supports the management of the patient feedback process through communication, inquiry, analysis, consultation, response, documentation, and evaluation. This position investigates feedback with organization-wide implications or requiring complex resolutions and works with internal and external partners to facilitate communication, resolve patient and family concerns, and minimize recurrence. The role provides follow-up on significant incidents, reports to leadership, and ensures patient feedback is accessible and addressed in a timely, appropriate, and respectful manner. Responsibilities include maintaining a systematic process for patient communication, monitoring and trending feedback, maintaining a database of compliments, concerns, outcomes, and patient satisfaction data, and analyzing trends to inform quality improvement initiatives. The position also facilitates the processing and communication of compliments to recognize service excellence, develops and delivers educational programs and presentations, collaborates with the Provincial Patient Relations team, Risk Managers, Quality Managers, Client Navigators, and NLHS leadership, and prepares briefing notes as required.

The successful candidate must demonstrate an awareness of and be responsible for promoting and supporting person-and family-centered care, demonstrate a commitment to safety and partner with all team members to improve worker and patient safety by integrating safety into work practices, identifying risks and implementing improvements.

Job Qualifications
Education
An undergraduate degree in a health-related field.

Experience
A minimum of five (5) years’ clinical experience in the last seven years, including a minimum of three years’ leadership experience in a healthcare setting.

Competencies (Knowledge, Skills & Abilities)
The successful candidate must demonstrate the key skills, behaviors, abilities, and knowledge as outlined in the five domains of the LEADS in a Caring Environment framework.
Leading yourself by having self-awareness, managing your performance and health, developing yourself, and demonstrating character that is in line with NLHS’ values.
Engaging others through fostering development of others, contributing to the creation of a healthy organization, communicating effectively, and building effective teams.
Achieving results by setting direction, strategically aligning decisions with vision, values, evidence, taking action to implement decisions, and assessing and evaluating outcomes.
Developing coalitions through purposefully building partnerships and networks to create results, demonstrating a commitment to customers and service, mobilizing knowledge, and navigating socio-political environments.
Transforming systems by thinking analytically and critically and questioning and challenging the status quo, encouraging and supporting innovation, orienting oneself strategically to the future, and championing and orchestrating change.
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 feedback management.
Demonstrated ability to manage, organize and prioritize a very diverse and demanding workload in a complex environment.
Demonstrated strong facilitation, evaluation and leadership skills.
High degree of tact and diplomacy to foster effective resolution to identified issues.
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 client needs is essential.
Knowledge of clinical documentation systems for investigations of concerns.
Consistent demonstration of NLHS’ values: Innovation, Compassion, Accountability, Respect, and Excellence.
Knowledge and skills in patient satisfaction monitoring methodologies.

Other
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.
Completion of Indigenous cultural safety training.

*An equivalent combination of education and experience may be considered. Applicants claiming
equivalency are required to explain in their cover letter how their education and experience meet the
required qualifications.

**The candidate may be required to travel. Use of a private vehicle is a condition of employment