Patient Concerns Consultant
Your Opportunity:
As a Patient Concerns Consultant (PCC), you hold a pivotal role at the forefront of the Patient Relations Department. Your primary focus is to adeptly handle, & address concerns raised by patients & their families regarding care provided by AHS & affiliated/contracted providers. Responsibilities encompass receiving, clarifying, & thoroughly investigating concerns, demonstrating exceptional communication & negotiation skills with individuals at all levels within the organization. PCC’s play a vital role in orchestrating the resolution process, meticulously monitoring each step from initiation to closure. Your expertise lies in fostering constructive relationships while managing sensitive issues with diplomacy & discretion. You diligently work towards resolving concerns for patients/families by clarifying the concern with feedback providers & the expectation for resolution. You assess & identify risk to AHS, engage with additional levels of leadership as the investigation evolves, propose methods of response (written, verbal, or patient/family meetings) & recommend strategies to reviewers while working with patients/families for disclosure, through properly obtain approvals, following the outcome of reviews. Your role extends beyond conflict resolution; you serve as an educator & coach, imparting knowledge on the concerns management processes to patients, families, AHS leadership, & external stakeholders. With a deep understanding of the AHS Patient Concerns Resolution Process (PCRP) per the PCRP Regulation AR 28/2016, you navigate each case with precision & integrity to proactively assess & lessen risks to AHS via finding the most accountable parties required for the investigation process. Your recommendations for response methods & disclosure strategies are informed by a meticulous understanding of each unique situation, while prioritizing privacy & accountability.
Description:
Your expertise is sought after by a diverse range of referral sources, including the public, contracted service providers, regulatory bodies, & governmental entities. By embodying the principles of empathy, professionalism, & diligence, contributing significantly to the enhancement of patient experience & organizational excellence within AHS. As a Patient Concerns Consultant (PCC), you serve as a vital link between patients, families, healthcare providers, and the broader healthcare system. Leveraging your extensive healthcare expertise and finely honed decision-making abilities, you collaborate closely with medical professionals and personnel throughout AHS as well as the Quality Health Improvement Portfolio, to meticulously address patient and family concerns and complaints with a blend of timeliness, empathy, and professionalism. In your role, you adeptly navigate multifaceted investigations, your responsibilities extend to handling issues of clinical, ethical, procedural, and technical nature, demonstrating your comprehensive understanding of the intricacies of healthcare delivery. Through your dedication and adeptness, you contribute significantly to upholding the highest standards of patient care, ensuring that every concern is met with thoroughness, sensitivity, and a commitment to excellence.
- Recovery Alberta: N
- Classification: Consultant
- Union: Exempt
- Unit and Program: Patient Relations
- Primary Location: Southport Tower
- Location Details: Eligible to work hybrid (on/off site) within Alberta
- Negotiable Location: Within Calgary Zone
- Employee Class: Regular Full Time
- FTE: 1.00
- Posting End Date: 22-NOV-2024
- Date Available: 02-DEC-2024
- Hours per Shift: 7.75
- Length of Shift in weeks: 2
- Shifts per cycle: 10
- Shift Pattern: Days
- Days Off: Saturday/Sunday
- Minimum Salary: $30.00
- Maximum Salary: $51.54
- Vehicle Requirement: Not Applicable
Minimum of Bachelor’s degree in health care management or administration, business administration or a related health care field and five years progressively responsible experience in health care in an organization of significant size, complexity and diversity. Active registration with the applicable professional association or college. Demonstrated clear pattern of professional/personal development Equivalencies of education and experience may be considered.
Additional Required Qualifications:
We are seeking candidates who not only bring a wealth of expertise in direct patient care but also possess a unique blend of skills & qualities that truly set them apart. Imagine yourself in a role where your knack for navigating concerns management processes, conflict resolution, & ethical decision-making isn't just valued—it's essential. Your demonstrated accomplishments in training, mediation, & ethical dilemmas will be assets that contribute to our dynamic team. We're looking for someone who thrives on making tough decisions, inspiring others through coaching & teaching, & isn't afraid to push the boundaries of innovation when faced with complex challenges. Your ability to build bridges & foster cooperation amongst various stakeholders—from public agencies to fellow colleagues—will be crucial in creating impactful resolutions. In this role, you'll work closely with patients, interpreting & articulating their concerns with empathy & discretion. Your mastery of mediation, negotiation, & de-escalation will ensure that every interaction leaves a positive impact. And let's not forget the importance of soft skills—your patience, empathy, & compassion will be the cornerstone of your success. If you are ready to embark on a journey where every day brings new opportunities to make a difference, join us in shaping the future of healthcare. Your expertise & passion are exactly what we're looking for. Let's create something remarkable together.
Preferred Qualifications:
The ideal candidate holds a Bachelor’s degree as a minimum requirement, with preference for a Master’s degree, Furthermore, you should exhibit a minimum of five years in healthcare, with experience in clinical, managerial, and/or educational capacities. Proficiency in navigating complex issues through exceptional mediation, negotiation, or dispute resolution skills is essential, with a proven track record of successfully navigating complex issues.
Please note:
All postings close at 23:59 MT of the posting end date indicated.
Security Screening:
A satisfactory criminal record check and/or Vulnerable Sector Search is required prior to your first day of work. Additionally, all employees have an ongoing duty to disclose any charges or convictions that may occur during their employment with AHS.
Healthy Albertans. Healthy
Communities. Together.
We’re passionate about what we do. Our team of skilled and dedicated health care professionals, support staff, and physicians promote wellness and provide health care every day, all across Alberta.
Everything we do at AHS reflects a patient and family centred approach; it’s about putting patients’ and families’ experiences, priorities and trust first.
We are an equal opportunity employer. AHS values the diversity of the people and communities we serve and is committed to attracting, engaging and developing a diverse and inclusive workforce.
