Position Patient Experience Specialist Competition 2026 194 Existing Status Temporary Part time up to 3 months with possible extension Department Quality and Risk Union Association Non Union Salary 3945 to 4753 Position Summary The Patient Experience Specialist is a member of the Quality and Risk Management Team and plays a key role in enhancing the patient and family centred culture at BGH Self directed and well organized the Patient Experience Specialist works collaboratively with staff and physicians to facilitate the effective management of all patient and family feedback including compliments suggestions inquiries and complaints The Patient Experience Specialist bridges gaps between patients families and health care providers by ensuring concerns are handled openly honestly and with the utmost confidentiality and sensitivity The Patient Experience Specialist promotes a positive experience and public confidence by ensuring the patients voice is heard at the highest level Through working with Patient and Family Advisors the Patient Experience Specialist ensures patient and family engagement is leveraged to improve the quality of the patient and family experience They build capacity within the organization to recognize potential areas of concern effectively and at the earliest possible chance Key Duties Provide central coordination for patientsfamilies reporting compliments and complaints Receive and acknowledge concerns and direct them to the appropriate persons Investigate and respond to patient concerns in collaboration with staff Physicians and volunteers Coordinate responses to patient related concerns within established policy timeframes and in compliance with applicable legislation Provide support and direction to leadership staff and Physicians to resolve patients concerns at the point of service as appropriateDesign and oversee patient experience implementation and evaluation frameworks to measure patient and family satisfactionMonitor patient feedback identify and address actual and potential trends and disseminate concerns and compliments data to Leadership Team Use data management skills to generate reports based on results from patients family and community feedbackConsults on policy and procedure development and implementationActs as a resource on patient and family centered care and patientfamily rights and responsibilities for staff and physiciansProvides training to new staff members about the concepts and practice of patient centered care based on a thorough understanding and compliance with patient and family centered care practice and research Functions as educational resource for patients families and program team membersEnsure patients and families have knowledge of and access to their rights and responsibilitiesRequirements Education and Experience Undergraduate degree in a relevant health related fieldCertification in patient relations change management or quality improvement preferredRelevant and recent customer relations experience preferably in a hospital settingMinimum of 3 years of experience working with patients and familiesDemonstrated understanding of Patient and Family Centered CareExperience creating workproject plansPrior experience on a related council or committeeExperience in establishing leading and maintaining positive changeSkills and Abilities Ability to effectively manage time and prioritize work Ability to deal with multiple complex issuesStrong project management and leadership skills Strong conflict resolution facilitation and negotiation skillsService recovery skillsAbility to easily establish trustAbility to maintain privacyCritical thinking skillsSound judgement and decision making skillsAbility to coach and mentor others Statistical analysis skills to interpret patient experience data is requiredProficiency in Microsoft Office suite of products MS Word MS Excel MS Power PointAbility to work equally effectively both independently and collaboratively is requiredExcellent presentation and writtenoral communication skills and have the ability to engage a knowledgeable audienceStatistical analysis to interpret patient experience dataMust demonstrate a working knowledge of relevant legislation including but not limited to Excellent Care for All Act Corporate Patient Declaration of Values Public Hospitals Act Health Care Consent Act Substitute Decisions Act Mental Health Act Privacy of Health Information Act

📌 Patient Experience Specialist - Quality and Risk - Temporary Part-Time (Canada)
🏢 BROCKVILLE GENERAL HOSPITAL
📍 Canada