Patient Experience Coordinator

Women's College Hospital (WCH) is an academic, ambulatory care hospital in Ontario with a focus on health for women, health equity and health system solutions. If you're ready to be part of a team that is revolutionizing the future of healthcare, then you will want to join an institution where the possibilities for innovation, new discovery and system thinking are limitless. Women's College Hospital is committed to equity, quality and patient safety as key professional values and essential components of daily practice.

Healthcare Revolutionized 2030 is our roadmap to the future. Our strategy is built on the pledge that the founders of our hospital made 140 years ago and reaffirms our commitment to providing equitable, accessible, best-in-class healthcare for everyone – meeting people where they are on their healthcare journey and partnering with them to reach their goals of living their healthiest lives possible. The stage has been set for Women’s to accelerate our priorities and capture the momentum to catapult our system forward to revolutionize healthcare for everyone.

Applicants must reside and be legally eligible to work in Ontario.

Job Description

• Track and manage incoming emails and telephone calls to the WCH Patient Experience and Patient Relations mailboxes, responding to routine inquiries in writing or by phone, redirecting to resources when appropriate, and escalating when required
• Responsible for the intake of Experience Advisor candidates; coordinating and supporting their orientation to the role, answering questions, and supporting a positive Experience Advisor experience
• Assist in the matching of Experience Advisor requests from WCH teams with suitable Experience Advisors and support teams throughout the process
• Coordinate Community Liaison Advisory Committee meetings including preparing meeting materials (e.g., minutes, agendas, presentations), arranging for guest speakers, and scheduling
• Maintain Patient Relations files and databases, ensuring accuracy, completeness, and confidentiality of documentation
• Prepare reports from relevant databases to be shared with WCH teams and within the Quality, Safety and Patient Experience team
• Assist in the development and implementation of Experience Advisor and Patient Relations forms, policies, guidelines, and resources
• Work closely WCH teams to resolve routine Patient Relations inquiries, answer questions, and redirect to resources as needed
• Work closely with WCH teams and other stakeholders to champion and support the Experience Advisor Program through all phases including recruitment, planning, engagement, recognition, and evaluation
• Assist with other Quality, Safety and Patient Experience activities as needed such as maintaining the incident reporting system, supporting hospital

As a role model and champion you will work to identify and integrate safe, best practices into daily activities to foster the delivery of safe and exemplary care.

The responsibilities described above are representative and are not to be construed as all-inclusive.

Qualifications

• Minimum College Diploma in healthcare management, health administration, or related field
• 3-5 years’ relevant experience in healthcare or related sector and experience in interacting with patients and/or the public required
• Demonstrated knowledge of hospital processes and experience working with interdisciplinary teams
• Proficiency in MS Office applications (Word, Excel, PowerPoint); experience working with RL Datix applications an asset
• Excellent communication skills, both written and verbal
• Strong organizational, critical thinking and problem-solving skills with the ability to manage competing priorities and maintain attention to detail
• Exceptional interpersonal skills, high level of maturity and empathy and demonstrated ability to be fair/objective, and handle sensitive situations with diplomacy, tact and professionalism
• Self-directed and highly collaborative problem solver
• Commitment to professional development
• Demonstrated record of good performance and acceptable attendance
• Exhibits values consistent with Women’s College Hospital’s excellence in Patient Care and Personal and Professional Accountability.
• Proven attendance and punctuality.
• Professional behaviour and communication that meets the standards of the professional regulatory college or association, as applicable, and the standards of Women’s College Hospital
• This position plays a critical role in acting as an advocate for safety and will demonstrate principles, practices and processes that will optimize a safe environment for all

Why Choose Us?

• Be part of a dedicated team committed to excellence.
• Shape the future of healthcare in a supportive environment.
• Embrace the Best of Both Worlds and join our Hybrid Work Environment.
• Enjoy competitive benefits and an excellent defined benefit pension plan (HOOPP).

Women's College Hospital is a fully affiliated teaching hospital of the University of Toronto and is committed to fairness and equity in employment and our recruitment and selection practices. We encourage applications from Indigenous peoples, people with disabilities, members of sexual minority groups, members of racialized groups, women and any others who may contribute to the further diversification of our Hospital community. Accommodation will be provided in all parts of the hiring process as required under our Access for People with Disabilities policy. Applicants need to make their requirements known in advance.