The salary range for this position is CAD $46.39/Hr.

- CAD $66.68/Hr. Come work as a Senior Patient Care Quality Liaison with Vancouver Coastal Health (VCH)! as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position. Reporting to the Regional Director, Patient Care Quality Office (PCQO), and working closely with the Regional Manager, PCQO, the Senior PCQO Liaison identifies, manages, advises and resolves issues and concerns from patients, families, clients and residents, working to build and maintain trust, and minimize risk exposure/liability to the organization. This position synthesizes information from internal and external stakeholders, including all levels of the organization (operational and clinical leadership), to provide analysis and resolution, which have direct impact on patient care services and quality improvement. Acts as a senior resource to the PCQO team members and provides senior expertise with respect to effective complaint management and processes. Liaises with staff in Quality Improvement & Patient Safety, Patient Experience, Risk Management, Legal Services and Information Access and Privacy. As operational needs change, the successful applicant may be moved to alternate communities. Please note that this position is full time in-office. This work is framed within VCH’s commitments to our pillars of Indigenous Cultural Safety, Anti-Racism, Equity, Diversity and Inclusion, and Planetary Health. As a Senior Patient Care Quality Liaison with Vancouver Coastal Health you will: Provide leadership in all aspects of complaints management in support of patients/families/clients, and all levels of the organization, to ensure timely and effective resolution of issues/concerns and identify areas for improvement. Ensure obligations and responsibilities are met with respect to Ministry of Health legislation and directives in the context of the Patient Care Quality Review Board Act. Coach and direct PCQO team members with building and maintaining trust amongst internal and external stakeholders during the complaint process, determe appropriate follow up actions in response to patient/family complaints and related situations. Refer issues with potential risk or liability to Risk Management, Information Access & Privacy and Communications. Serve as a liaison between patients/families, the organization, and the community,



assist patients/families to know and understand their rights and responsibilities with how to navigate the organization's processes. Coordinate conferences between patients/families and their representatives and administrative staff as appropriate. Maintain data quality of client feedback information in the BC Patient Safety & Learning System (PSLS), ensure patient/family feedback is documented, status of resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Recommend and maintain policies and procedures related to patient/family/client/resident feedback. Participate in departmental meetings, communicate needs and concerns and providing input from a client relations and quality of care perspective. Immediately report unsafe situations by notifying supervisor or other appropriate personnel. Provide empathetic support to clients while establishing explicit boundaries in respect to the role the PCQO has in reviewing care concerns. Master’s Degree in a relevant human services discipline, plus five to seven (5 to 7) years' recent, related experience including conflict resolution/crisis intervention experience, preferably in a health care setting, as well as experience in providing clinical patient care and directing junior staff, or an equivalent combination of education, training and experience. Advanced knowledge of complaint management processes in health care systems. Advanced knowledge of pertinent laws and legislation, including and not limited to, the Patient Care Quality Review Board Act, Freedom of Information and Protection of Privacy Act, and the Residents' Bill of Rights. Ability to communicate effectively, both verbally and in writing, with all levels of the organization, including advanced complaints management best practices, presentation and writing skills.



Develops and maintains strong relationships with key internal and external partners to promote and enhance services provided with sensitivity to diversity and indigenous lens. Practices the recognition, inclusion and support of all types and aspects of diversity at all stages of engagement, with an understanding of the issues faced by people from equity-deserving groups. Ability to perform the duties of the position and operate related equipment, including computer software applications. As per Ministry of Health policy, all health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these records will allow for offering of any missing vaccines, and for appropriate actions to be taken in the event of any future exposure to a communicable disease or during outbreaks. VCH is a world class innovator in medical care, research and teaching, delivering service to more than one million BC residents. At VCH, we embrace thinking boldly, taking smart risks, and 'going first' when we believe it will lead to the best possible outcomes for patients and their families. We invite you to join us in creating healthy lives in healthy communities by showcasing our passion for care, connection to the communities we serve and our culture of teamwork that makes VCH a great place to work. Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan Grow your career with employer-paid training and leadership development opportunities Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families Award-winning recognition programs to honour staff, medical staff and volunteers Access to exclusive discount offers and deals for VCH staff At Vancouver Coastal Health, our vision of healthy lives in healthy communities inspires us and our values and pillars guide us. We encourage applications from equity-deserving communities, including Indigenous Peoples and members of racialized groups, people with disabilities and people of all gender identities and expressions and sexual orientation.

Vancouver Coastal

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📌 Senior Patient Care Quality Liaison (Vancouver)
🏢 Vancouver Coastal Health
📍 Vancouver