Company Bio

Southlake is building healthy communities through outstanding care, innovative partnerships, and amazing people. We deliver a wide range of healthcare services to the communities of northern York Region and southern Simcoe County. Our advanced regional programs include Cancer Care and Cardiac Care and serve a broader population across the northern GTA and into Simcoe-Muskoka.
Our team of nearly 6,000 staff, physicians, volunteers, students and Patient and Family Advisors are committed to creating an environment where the best experiences happen. As a recognition of our commitment to quality and patient safety, we have received the highest distinction of Exemplary Standing from Accreditation Canada.
Job Summary
The role of the Patient Relations Representative is to act as a single point of contact and liaison between patients/families and hospital staff/services. The Patient Relations Representative is responsible for receiving, investigating and responding to patient/family feedback regarding any aspect of care or service with the objective of satisfactory resolution. The Patient Relations Representative ensures that patients have knowledge of and access to their rights and responsibilities.
Qualifications

• Baccalaureate Degree in a Heath Care Discipline is required, Masters level preferred
• Training and/or courses in the following areas are required: Complaint Management, Mediation Training, Conflict Negotiation, Crisis Intervention
• Appropriate Regulatory College membership is required
• Minimum 3 years recent experience in a Patient Relations role within a healthcare setting is required
• Minimum 3 years recent experience in a leadership role is preferred
• Expertise in customer service strategies
• Ability to work with individuals who may be upset, requiring tact and empathy
• Excellent ability to effectively assess and diffuse crisis situations
• Strong investigative skills
• Ability and willingness to see the patient’s perspective taking into account cultural diversity and issues specific to cultural groups within the community
• Ability to handle stress, manage the unpredictable, and to prioritize workload
• Outstanding interpersonal, influencing and communication skills in order to build strong relationships, gain credibility and network effectively with all levels of the organization and with external clients and partners
• Proficiency in writing reports and correspondence
• Proficiency in working with Microsoft Office 365, Outlook
• Experience in the use of the RL Solutions Database is preferred
• Thorough understanding of the health care system, locally, provincially and federally with knowledge of health legislation including ECFAA (Excellent Care For All Act), Freedom of Information and Privacy Protection Act (FIPPA), Personal Health Information Protection Act (PHIPA)
• Demonstrated excellence in communication, both written and verbal
• Demonstrated problem assessment skills
• Demonstrated commitment to customer service and teamwork
• Demonstrated individual leadership skills

Closing Statement

As a condition of employment, you are required to submit proof of COVID-19 vaccination to the Hospital’s Occupational Health and Safety department. Successful candidates will be required to submit proof of COVID-19 vaccination (two doses) from the Ontario Ministry of Health website or other authorized source directly to the Occupational Health and Safety department. In the event that you are unable to be vaccinated as a result of a ground protected under the Human Rights Code, you may submit a written explanation of the ground and any supporting documentation to determine if you are exempt from this requirement to the recruitment team. A recruitment representative may follow up with you for further information if necessary.
At Southlake, we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live and serve, including those with disabilities. Southlake is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.
It is the responsibility of all Southlake employees to work in a safe manner and promote health and safety in the workplace.


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