Description

JOB SUMMARY:

In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Regional Manager, Patient Care Quality Office (PCQO), and working closely with the administrative team (Regional Directors, Executive Directors, Medical leads, Operational Directors and Managers), the Patient Care Quality Liaison supports Vancouver Coastal Health (VCH) in its focus on establishing and maintaining effective relationships with our patients/clients/residents. The PCQ Liaison provides leadership and consultation in the identification, management, resolution and education of patient/client/resident issues and works in collaboration with key stakeholders, internal to the organization to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization. The PCQ Liaison ensures that avenues for patient/client/resident feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner.

The PCQ Liaison is also responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization. The PCQ Liaison works closely with the Quality & Patient Safety, Patient Experience and Risk Management teams, referring to them all patient/family feedback issues with opportunities for quality improvement, potential liability or other risks requiring reporting to the Health Care Protection Program (HCPP).

QUALIFICATIONS:

Qualifications

Bachelor's degree in a relevant human services discipline, plus three to five (3 to 5) years' recent, related experience in conflict resolution/crisis intervention, or an equivalent combination of education, training and experience.

ROLE SPECIFIC EXPERTISE





- Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents' Bill of Rights.
- Demonstrated knowledge of client relations and complaints management best practices.
- Demonstrated ability to exercise judgement and sensitivity working with complex, confidential and sensitive issues.
- Demonstrated knowledge of health care system issues and functions.
- Demonstrated analytical, problem solving and conflict resolution skills.
- Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
- Ability to provide consultation to healthcare professionals.
- Ability to develop, coordinate and deliver educational programs and presentations.
- Ability to work effectively with others, including working effectively in a multicultural workplace, independently, as part of a team and understanding the frameworks of other disciplines.
- Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs.
- Demonstrated organizational skills and ability to organize and prioritize workload and work under time pressures to meet deadlines.
- Physical ability to perform the duties of the position.

SHARED VALUES

You care for everyone

- You’re compassionate, empathetic, and sensitive to the needs of others.
- You are respectful, treating people as equals,



and valuing others’ perspectives and differences.
- You are appreciative of others’ efforts and give them praise when it’s due.

You are always learning

- You are open minded, always receptive to different perspectives and ways of doing things.
- You are curious and ask questions to find a deeper understanding.
- You share your expertise and mentor others by sharing your knowledge and experience.

You strive for better results:

- You are accountable, and take responsibility for what you say, what you do, and who you engage in achieving better results.
- You’re a solution finder, empowered to solve the challenges we face in healthcare.
- You take ownership for growth and development and personal development, always seek feedback and opportunities to improve how we do things.

Details

At Vancouver Coastal Health, our vision of healthy lives in healthy communities inspires us and our values and pillars guide us. We support equitable practices, diverse teams and inclusive environments, which are vital to creating welcoming spaces where everyone can bring their whole selves to work and feel supported. 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 Health is proud to be recognized as one of Canada’s Top 100 Employers, BC’s Top Employers, Canada’s Best Diversity Employers and Canada's Top Employers for Young People in 2026.

Unless otherwise noted on the posting, internal job postings close at 8:00 AM Pacific Time on the listed Closing Date. Please submit your digital application via the Internal Career Portal prior to the Closing Date & Time.

Nursing & LPN successful applicants will be notified by email.

We regret that only short listed candidates will be acknowledged.

This is an internal job posting for Vancouver Coastal Health employees only.

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