Reporting to the Director, Patient Care Quality Office (PCQO), the Manager, Patient Care Quality Office 

• Collaborate on the implementation and evaluation of PHC’s organization-wide patient relations system
• Act as a liaison for concerns raised by patients, residents, families, staff, physicians, and external partners
• Support continuous quality improvement by following established systems and processes
• Promote PHC’s Mission, Vision, Values, and commitment to social justice, with a focus on marginalized and vulnerable populations
• Represent the organization in managing patient care quality concerns as delegated by the Director, PCQO
• Support Truth and Reconciliation by fostering culturally safe and appropriate care for Indigenous patients, residents, and families
• Serve as a key point of contact for self-identified Indigenous individuals navigating care within PHC
• Apply sound judgment and conflict resolution skills in handling complex and sensitive issues
• Communicate and negotiate with stakeholders in a culturally respectful and inclusive manner
• Fulfill both corporate and regional responsibilities within the scope of patient care quality and relations

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.

• A competitive salary: The salary range for this position is $45.46-$65.35 per hour depending on experience.
• A comprehensive health benefits package including dental, vision, and life insurance as well as pension for elligible employees
• Meaningful impact: Your dedication and expertise will directly impact the lives of individuals struggling with health emergency situations.
• Growth opportunities: We welcome individuals at all stages of their career, offering opportunities for professional development and growth.
• 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: 

• 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 new ideas as appropriate.
• Performs other duties as required.

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.