Reporting to the Vice President, Quality and Safety, the Director, Patient Care Quality Office (PCQO)

• Oversees and leads the planning, development, implementation, and evaluation for an organization-wide patient relations system in keeping with the Mission, Vision, Values, and strategic directions of Providence Health Care (PHC).
• Responsible for a diverse and complex corporate portfolio, including participation and support in policy and decision-making for a variety of departmental, hospital, organizational, and regional initiatives.
• Acts on behalf of the organization in dealing with issues raised by patients, residents, families, physicians, and staff from within PHC and from other facilities, organizations, and services.
• Establishes systems to support systematic and continuous improvement-related issues, processes, and practices at PHC.
• Responsible for supporting the commitment to cultural humility and and to further the organization’s ongoing and collective work in support of Indigenous Peoples’ experiences of culturally safe and appropriate health care services.
• Oversee corporate and regional responsibilities, handling complex and sensitive issues with sound judgment.
• Collaborate with key departments, including Communications, Public Affairs, Risk Management, Finance, and Program Directors, to address system-wide challenges.
• Lead high-impact projects that improve patient care, service delivery, and overall healthcare experience across PHC.

Education, Training and Experience

• Master’s degree in health-related field
• Minimum of ten (10) years recent related experience in patient relations and conflict resolution management including leadership experience in a health care environment or an equivalent combination of education, training, and experience.
• Experience in human resource management is an asset.

Skills and Abilities

• Demonstrated knowledge of pertinent laws and legislation, including the Patient Care Quality Review Board, 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 facilitation skills.
• Demonstrated excellent leadership, creativity, project management and organizational skills and the ability to outline recommendations to senior levels.
• Demonstrated ability to identify and analyze situations and problems such that viable solutions can be found.
• Demonstrated ability to approach tasks and problems such that total systems and strategies are considered.
• Demonstrated ability to communicate effectively both verbally and in writing such that messages are understood. Demonstrated understanding of the essence and subtleties of the communication and the intended audience.
• Demonstrated ability to work under pressure.
• Demonstrated ability to 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 promotes 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 ability to plan and establish a course of action for self and others that are results oriented.
• Demonstrated computer skills necessary to understand and utilize information systems and operate word processing, spreadsheets, and database technology.
• Physical ability to perform the skills of the job.

• Competitive salary: $116,588 - $167,601 CAD annually depending on experience 
• Comprehensive benefits: Receive a robust medical and dental benefits package, as well as paid vacation
• Pension plan: Work towards a comfortable retirement through employer-matched contributions to one of Canada's strongest pension plans! 
• Meaningful impact: Your dedication and expertise will directly impact the lives of patients, including many from marginalized communities.  
• State-of-the-art facilities:  The new St.Paul’s Hospital and health campus will be the most innovative approach to the delivery of integrated care in B.C. and Canada, designed to appropriately address the future health needs of patients, families and our communities. From hospital care to primary and community health solutions, the new St. Paul’s Hospital and health campus will continue to lead innovations in care, research, and teaching. The new St. Paul’s Hospital is expected to open in 2027.
• Inclusive culture: We respect the diversity, dignity and interdependence of all persons. We value the cultural richness that our diverse workforce brings to the care of our equally diverse population of patients and residents. 

Your Day to Day

• Oversees and coordinates a complex service by liaising with patients, residents and families and the organization and community by assisting them to know their rights and responsibilities and navigate through the organization's processes.
• Develops patient relations systems, policies and procedures and acts as a resource to leaders involved in difficult relational issues with patients, residents, and families. Communicates information to complainants, negotiating and facilitating resolution to the satisfaction of the complainant, when possible, and minimizing risk exposure and liability claims for the organization.
• Contributes to the development of the departmental strategic plan as it relates to the PCQO.
• Consults with the Vice Present Quality and Safety and appropriate directors concerning complaints and risk management issues, particularly those involving issues with potential for litigation, those with financial implications and/or those that pose a risk of serious harm to the reputation of the organization.
• In collaboration with the Director of the Indigenous Wellness and Reconciliation Department, creates and supports a transparent process for Indigenous patients to access culturally safe resources and advocacy through the complaint process.
• Stays current with Indigenous cultural safety education and training and collaborates with the Indigenous Wellness and Reconciliation Department when indicated.
• Promotes quality improvement initiatives by identifying trends in patient, resident, and family complaints.
• Provides conflict resolution expertise and recommendations in order to foster good relations with patients, residents, and their families.
• Uses the Complaints Module in the Patient Safety Learning System for the systematic collection, analysis and reporting of patient/resident complaint data and develops reports to programs and services, the Senior Leadership Team, and the Board as required.
• Directs the day-to-day operations of the service to ensure effective and efficient service delivery by providing supervision to staff, coordinating and scheduling work assignments, motivating staff, promoting team building, collaboratively communicating, and applying conflict resolution skills.
• Recruits, selects, and hires staff. Develops orientation and training programs, identifies developmental needs, takes remedial action(s), and assesses and manages staff performance up to and including termination.
• Develops and recommends department’s budget, monitors expenditures, analyses, and variances reports, and recommends and implements remedial actions.
• Participates in and/or leads a wide variety of diverse and complex projects and committees, by attending meetings, setting strategy and project plans with participants, scheduling issues for discussion, providing updates on ongoing matters, receiving information, participating in decision making, and taking 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 new ideas as appropriate.
• Performs other related duties as assigned.

We acknowledge that Providence Health Care and the new St. Paul’s Hospital site is located on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.