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Mackenzie Health MANAGER - PATIENT EXPERIENCE in Richmond Hill, Ontario


Permanent Full Time

There’s never been a better time to join Mackenzie Health! Mackenzie Health’s two hospitals — Mackenzie Richmond Hill Hospital and Cortellucci Vaughan Hospital — and our community-based locations provide the ultimate in care to our community. We have opportunities available. Ultimately, this is where you want to be.

We are searching for an enthusiastic innovative manager who has a passion for increasing positive patient & family experiences. Reporting to the Director of Quality and Patient Safety, this exciting role will assist in optimizing the design & implementation of an effective Patient Experience Strategy intended to support a world class experience for all Mackenzie Health Patients and Families. This key role will manage Patient Relations, Mackenzie Health’s Patient & Family Partner program, all patient experience survey activity along with collaboratively designing quality improvement activities that will increase patient satisfaction across the organization.

Contribute to safe, quality care by

  • Providing day to day management and oversight of the Patient Relations program, Patient & Family Partner program, patient experience survey management, along with other duties as required.

  • Designing and collaborating in organizational wide patient experience initiatives.

  • Overseeing the investigation process and responding to patient/family concerns in collaboration with staff, physicians, and volunteers.

  • Providing support and direction to the Leadership Team and Physicians to resolve patient concerns at the point of service, as appropriate.

  • Supporting staff on the use of conflict management and alternative dispute resolution skills; enabling all levels of staff to identify, intervene and mediate patient satisfaction/service recovery in a timely fashion.

  • Evaluates and implements best practices in Patient & Family Experience strategies and develops plans to support a two-site model.

  • Optimizing strategies to recruit patient & family partners to the patient & family partner program.

  • Maintaining, analyzing and reporting on concerns/compliments using the RL patient feedback software.

  • Monitoring patient feedback, identifies and addresses actual and potential trends and disseminate concerns and compliments data to Leadership Team.

  • Providing data and recommendations on patient experience to the Hospitals Quality & Safety committee structure by developing and providing presentations across the organization.

  • Supporting the development of the annual Quality Improvement Plan.

  • Co-ordinating the corporate internal patient feedback program and external compliment letters from patients and families, including collecting and distributing them to the appropriate leaders for sharing with staff.

  • Participating in various organizational capacity building and other quality improvement initiatives, as required.

  • Supporting the Excellent Care for All Act by aligning the Patient Relations processes with the Patient Declaration of Values (Commitment to Caring).

  • Facilitating patient accessibility by participating on the Accessibility Committee.

  • Managing translation and interpretation services.

  • Supporting and contributing to the organization’s other quality improvement initiatives; specifically, as it relates to the patient experience.

  • Providing consultation on projects with regard to the patient experience.

What must you have?

  • Master’s degree in a health-related field or similar required.

  • Baccalaureate degree required.

  • Conflict management training or Alternative Dispute Resolution certification or equivalent preferred.

  • Project Management training / certificate or similar required

  • A minimum of 4 years recent relevant experience in a formal leadership role within a health care environment required.

  • A minimum of 2 years of relevant experience within a Patient Experience role required.

  • Experience leading large projects across an organization required.

  • Strong knowledge of health care environments required.

What else do you bring?

  • Expert ability to create and maintain trusting relationships.

  • Self-motivated with excellent interpersonal skills and demonstrated ability to relate well with all levels of staff and physicians.

  • Well-developed conflict management skills.

  • Strong ability to develop high level summaries utilizing patient satisfaction survey and feedback data.

  • Excellent verbal and written communications skills.

  • Ability to create & coach in quality improvement strategies.

  • Confident public speaking abilities.

  • Strong assessment, decision-making and organizational skills.

  • Computer literacy in a Windows environment utilizing Word, Excel, PowerPoint and Outlook at a high level.

  • Demonstrates behaviors consistent with the Mackenzie Health Code of Conduct.

  • Proven attendance record.

  • Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.

  • Ability to perform the essential duties of the job.

  • Effectively uses empathy in interactions with others.

  • Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring.

  • Models behaviour that is aligned with the values of Mackenzie Health – Excellence, Leadership and Empathy.

  • Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.

• You may be required to work at all sites of Mackenzie Health

Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

Competition Number: 2021-5602


Shift: Days, Flexibility may be required, Monday - Friday

Hours: 7.5 Hour Shifts


Street: 10 Trench Street