Canadian Diagnostic Network is seeking an organized, professional, and compassionate Employee Relations & Patient Experience Coordinator to support both our employees and patients across our diagnostic imaging clinics. This is a unique dual role combining employee relations and human resources coordination with patient experience, complaint management, and investigation support. The successful candidate will help ensure employee concerns and patient feedback are handled fairly, professionally, consistently, and with appropriate follow-through.

Please note: This is not an entry-level administrative or customer-service position. Applicants must have previous professional experience relevant to employee relations, investigations, complaint management, healthcare administration, regulatory/compliance work, or a closely related area. Applicants will be asked to describe their relevant experience as part of the application process.

Some matters may progress beyond an internal investigation and involve professional regulatory colleges, government agencies, or other external organizations. The Coordinator will manage the administrative coordination and communications associated with these files, including organizing supporting documentation, preparing correspondence, responding to information requests, and tracking follow-up and deadlines.

The Coordinator will conduct fact-finding, document findings, and provide recommendations to management. Final decisions regarding disciplinary action and other significant employee or patient matters remain with management. The Coordinator will then assist with documentation, communication, and implementation of those decisions.

Key Responsibilities

Employee Relations & HR Coordination

- Coordinate recruitment activities, including reviewing applications, contacting candidates, and scheduling interviews.
- Assist with reference checks, offers of employment, pre-employment requirements, and onboarding documentation.
- Maintain accurate, organized, and confidential employee records and assist with employee status changes and related documentation.
- Receive and document employee concerns, complaints, and reports of workplace misconduct.
- Conduct objective fact-finding and workplace investigations as assigned, including interviews, statements, and review of relevant records.
- Prepare clear, neutral investigation summaries outlining allegations, information gathered, findings, and recommendations for management consideration.
- Prepare written warnings, disciplinary documentation, letters, and other employee-relations correspondence following management decisions.
- Participate in employee meetings and assist management in communicating outcomes when required.
- Maintain confidential case records and ensure appropriate follow-up and closure.

Patient Experience & Complaint Management

- Receive, document, acknowledge, and track patient feedback and complaints.
- Communicate directly with patients by telephone and in writing with professionalism, patience, and empathy.
- Respond to routine patient concerns and assist with appropriate service recovery.
- Identify complaints requiring investigation, management involvement, or escalation.
- Conduct fact-finding into patient complaints, including speaking with patients and employees and reviewing relevant records and information.




- Prepare concise summaries of complaints, findings, and recommended next steps for management.
- Prepare written responses and assist with communicating investigation outcomes to patients and employees.
- Follow up with patients when appropriate and maintain accurate complaint records through resolution.
- Identify recurring complaints, service concerns, or trends and bring these to management's attention.
- Escalate concerns involving patient safety, privacy, clinical care, professional conduct, legal concerns, or other significant risks.

Regulatory & External Communications

- Coordinate matters involving professional regulatory colleges, government agencies, and other external organizations, including bodies such as CMRITO and IRCC.
- Serve as an administrative point of contact for external inquiries related to assigned employee, patient, or investigation files.
- Receive, organize, and track correspondence, requests for information, notices, and other documentation from external organizations.
- Gather and organize records, statements, investigation materials, and supporting documentation required for external submissions.
- Draft professional correspondence and responses for management review and approval where appropriate.
- Coordinate submission of documentation and responses within required timelines.
- Maintain complete and organized records of external communications and submissions.
- Track deadlines, outstanding information requests, follow-up requirements, and the status of ongoing external matters.
- Communicate with employees, patients, management, and external representatives as required throughout the process.
- Ensure significant regulatory, legal, privacy, or professional-practice concerns are promptly escalated to management.

What We're Looking For The ideal candidate can balance empathy with objectivity. You should be comfortable listening to someone who is upset or frustrated while remaining calm, gathering the necessary facts, and documenting the situation accurately. You must be able to move comfortably between an empathetic patient conversation, a sensitive employee-relations matter, and a formal written response to an external organization. Minimum Qualifications A minimum of 2 years of professional experience in human resources, employee relations, workplace investigations, patient relations, complaint resolution, healthcare administration, regulatory/compliance work, or a closely related field is required.

The successful candidate must be comfortable independently gathering information, conducting sensitive interviews, maintaining confidential case documentation, and preparing professional written summaries and correspondence for management review.

Additional Qualifications & Skills

- Experience conducting workplace investigations or formal fact-finding is an asset.
- Experience communicating with regulatory bodies, government agencies, professional colleges,



or other external organizations is a strong asset.
- Experience in a healthcare environment is an asset.
- Exceptional written communication skills, including professional correspondence, investigation summaries, chronologies, and formal responses.
- Strong verbal communication, interpersonal skills, and the ability to communicate empathetically with upset or distressed individuals.
- Ability to remain neutral and objective when dealing with conflicting accounts or sensitive situations.
- Strong attention to detail, documentation, organization, and follow-up.
- Ability to organize complex files involving multiple individuals, documents, communications, and deadlines.
- Sound judgment and the ability to recognize when an issue requires escalation.
- High level of professionalism, discretion, and respect for confidentiality.
- Proficiency with standard office software and electronic recordkeeping.

Decision-Making & Accountability The Employee Relations & Patient Experience Coordinator is responsible for gathering information, conducting fact-finding, documenting findings, coordinating internal and external communications, and providing recommendations to management. Final decisions regarding employee discipline, termination, significant corrective action, regulatory responses, and other material employee or patient-relations matters remain with management. Following a management decision, the Coordinator will prepare the required documentation and assist with or facilitate communication with employees, patients, regulatory bodies, government agencies, and other involved parties as directed.

About Canadian Diagnostic Network

Canadian Diagnostic Network operates a growing network of diagnostic imaging clinics throughout the Ottawa region.

Our teams work together to provide accessible, professional diagnostic imaging services while maintaining a positive experience for both our patients and employees.

We are looking for someone who can bring professionalism, consistency, organization, sound judgment, and empathy to this significant role and become a trusted resource for employees and management.

Pay: From $60,000.00 per year

Benefits

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Ability to commute/relocate:
- Orleans, ON K1C 1E5: reliably commute or plan to relocate before starting work (required)

Application question(s):
- Describe one workplace investigation, employee complaint, patient complaint, or misconduct investigation you personally handled. What was the issue, what steps did you personally take, and what documentation did you prepare? Please do not include names or confidential identifying information.
- What types of formal workplace documents have you personally prepared? Examples may include investigation reports, written warnings, disciplinary letters, patient complaint responses, regulatory correspondence, or similar documentation.
- A patient makes a serious complaint regarding an employee's conduct. The employee denies the allegation and provides a substantially different account of what occurred. Briefly describe the steps you would take before presenting the matter to management for a decision.

Work Location: In person

📌 Employee Relations & Patient Experience Coordinator (Orléans)
🏢 Canadian Diagnostic Network
📍 Orléans