Summary

JOB SUMMARY:

Within the context of a patient and family centered model of care and, in accordance with the Mission, Vision and Values, and strategic directions of Providence Health Care, promotes a safe, respectful, and civil working workplace for patients, residents, families, visitors and staff.

Reporting to the Director, Patient Care Quality Office (PCQO), the Manager, Patient Care Quality Office works collaboratively with others to implement and evaluate an organization-wide patient relations system for Providence Health Care (PHC). In keeping with the Mission, Vision, Values and strategic directions, the Manager PCQO embraces the concept of social justice and places particular focus on service to those who are marginalized and most vulnerable.

As requested by the Director, PCQO, the Manager acts on behalf of the organization in dealing with issues and concerns raised by patients, residents, families, physicians, and staff from within PHC and from other facilities, organizations, and services. The Manager also follows established systems to support systematic and continuous improvement-related issues, processes, and practices at PHC.

The Manager works with the Director to support PHC’s commitment to the process of Truth and Reconciliation with Indigenous Peoples in BC to further ongoing and collective work in support of Indigenous Peoples’ experience of culturally safe and appropriate health services. The position acts as a point of contact and liaison for self-identified Indigenous patients, residents, and families with the organization’s teams.

Position maintains both corporate and regional responsibilities and utilizes excellent judgment and conflict resolution skills in handling diverse and complex issues. Communications frequently involve negotiating with others with a view to consensus, in a culturally appropriate and respectful manner.

QUALIFICATIONS:

Education, Training and Experience

Master’s Degree in a health-related field plus a minimum of five (5) years’ recent leadership experience in a health care environment, or an equivalent combination of education, training, and experience.

Skills and Abilities

- Demonstrated ability to work with Indigenous communities and partners and build positive and meaningful relationships based on mutual trust and understanding.
- Demonstrated familiarity with the principles of Indigenous Cultural Safety and the practice of humility.
- Demonstrated knowledge and understanding of the inequities in social determinants of health and wellness.




- Demonstrated knowledge of pertinent laws and legislation, including the Patient Care Quality Review Board Act, the Freedom of Information and Protection of Privacy Act, and the Residents' Bill of Rights.
- Demonstrated knowledge of health care disciplines and their role in patient care.
- Demonstrated ability to exercise judgment and sensitivity working with complex, confidential, and sensitive issues.
- Demonstrated ability to plan and establish a course of action for self and others that are results oriented.
- Demonstrated facilitation skills.
- Demonstrated knowledge of patient relations and complaints management best practices.
- Demonstrated ability to identify and analyze situations and problems such that viable solutions are found.
- Demonstrated oral and written communication skills that show an understanding of the essence of the issues and the ability to communicate effectively to the intended audiences.
- Demonstrated ability to work under pressure and maintain and refine priorities in a complex and varied environment.
- Demonstrated commitment to change and process management.
- Demonstrated ability to respond to the health care needs of the public and community partners.
- Demonstrated ability to seek partnership opportunities and actively promote positive relations.
- Demonstrated awareness of the interdependence between organizational systems and its participants and the ability to consider the whole in the formulation of solutions.
- Demonstrated computer skills necessary to understand and utilize information systems and operate word processing, spreadsheets, and database technology.
- Physical ability to perform the duties of the job.
- Assists with overseeing a complex service by liaising with patients, residents, families and the organization and community by helping them to know their rights and responsibilities and navigate through the organization’s processes.
- Supports patient relations systems, policies and procedures and acts as a resource to leaders involved in difficult relational issues with patients/residents/families. Receives, triages and investigates complaints. Communicates information to complainants from a trauma-informed lens,



negotiating and facilitating resolution to the satisfaction of the complainant if possible and minimizing risk exposure and liability claims for the organization.
- Ensures the Director, PCQO, or in their absence, the Vice President Quality and Safety, is aware of complaint/risk management issues involving a potential for litigation, those with financial implications and/or those that pose a risk of serious harm to the reputation of the organization.
- Stays current with Indigenous cultural safety education and training and collaborates with the Indigenous Wellness and Reconciliation Department when indicated.
- In collaboration with the Director, PCQO and the Director of the Indigenous Wellness and Reconciliation Department, creates and supports a transparent process for Indigenous patients and their families to access culturally safe resources and advocacy through the complaint process.
- Uses the Complaints Module in the Patient Safety Learning System for the systematic collection, analysis and reporting of patient/resident complaints data and supports development of reports to programs and services, the Senior Leadership Team and the Board as required.
- Participates in a wide variety of diverse and complex projects and committees by attending meetings, assisting with the development of strategy and project plans with partners, scheduling issues for discussion, providing updates on ongoing matters, receiving information, preparing reports, participating in decision making and taking appropriate follow-up action.
- Maintains awareness of current provincial and national developments in trends relating to patient relations and complaints management.
- Remains active in regional activities and maintains awareness of current advancements of patient relations and complaints management service delivery across the continuum of patient care by establishing working relationships through networking committees with other facilities throughout the Province of British Columbia. Reviews related publications, conducts industry comparisons, attends workshops, seminars, and conferences as approved, and implements changes or recent ideas as appropriate.
- Performs other duties as required.

Job Accuracy Posting Flag

The hours of work, including start and stop times, days off, work area and work site may be subject to change consistent with operations requirements and applicable provisions of the Collective Agreement and statutes. Testing may be required. *A criminal record check may be required

📌 Manager Patient Care Quality Office (PCQO) (Vancouver)
🏢 Providence Health Care
📍 Vancouver