Compensation: BAND E Range: $50.10 - $65.89.
Work Schedule: Monday - Friday. Please note schedules may change due to operational needs.
Responsibilities Serves as first point of contact for patients and families with questions, concerns and compliments and provides intake function for all such feedback via phone, email, letter, in person.
Coordinates the timely review of patient/family concerns including chart reviews, meetings with staff, managers, physicians and the tracking of case follow up to ensure the timely closure of complaints.
Mediates and negotiates the resolution of conflict between patients/family and the Health Care Team, de‑escalates crisis situations.
Coordinates and facilitates patient/family meetings in response to concerns.
Coaches and mentors staff and physicians in resolving patient complaints and acts as an expert resource to resolve complex complaints.
Identifies quality of care/risk/safety issues and improvement opportunities.
Prepares written responses to concerns and compliments.
Manages RL6 Feedback database which includes documenting/coding feedback, ensuring integrity of the data and report generation.
Identifies trends, analyzes and interprets feedback data, and makes recommendations to leadership regarding areas of focus for improvement.
Provides support and facilitation for patients/families to navigate the system, interpret policy/legislation.
Identifies opportunities for service recovery and supports internal partners based on best practices in patient relations.
Responds and follows up with concerns or inquiries made to the Senior Leadership Team, as directed.
Qualifications Health Related degree required (Masters preferred) and membership with Regulated Health Profession College.
Minimum 5 years related hospital experience, working with patients and families and health care teams, and experience and skill in working with diverse populations.
Experience with Patient Relations preferred.




Demonstrated skill in conflict resolution, mediation, negotiation and facilitation with the ability and confidence to collaborate with staff/physicians at all levels.
Highly developed communication skills (written and verbal).
Strong organizational, critical thinking, problem‑solving skills and investigative skills.
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.
Strong customer service orientation and respect for/belief in the value of the patient/family as essential members of the health care team.
Must have knowledge and understanding of Hospital processes and legislation (Excellent Care for All Act, Health Care Consent Act, Substitute Decisions Act, Mental Health Act, PHIPA).
Self‑directed and highly collaborative.
Demonstrated commitment to career development and build skill set for Patient Relations role.
Proficiency in various computer applications (MS Office, experience with RL6 Feedback Software), database management and ability to troubleshoot basic software issues.
Demonstrated good attendance and performance records with the ability to maintain these same standards.
Demonstrates a commitment to a healthy and safe workplace for self and others by taking all reasonable precautions and working in compliance with organization‑related policies, health and safety legislation and best practices and completing relevant mandatory education as required.
All qualified applicants will receive consideration and we encourage applications from Indigenous peoples, members of LGBTQ2+ communities, members of racialized groups, persons with disabilities, and all others who may contribute to the further diversification of Oak Valley Health. We are committed to meeting the needs of all individuals in accordance with the AODA and the Ontario Human Rights Code. If you require accommodations during the recruitment and selection process, please contact Human Resources.

#J-18808-Ljbffr

📌 Patient Relations Specialist, Patient Relations - Full Time - Markham Stouffville Hospital (Ontario)
🏢 Oak Valley Health
📍 Ontario