Winnipeg Regional Health Authority (WRHA) Looking for Patient Representative at Winnipeg, Manitoba, Canada

CancerCare Manitoba is a provincial agency which provides clinical and academic services and leadership for cancer control and the treatment of blood disorders. Our shared vision of a world free of cancer drives every member of our team. CancerCare Manitoba is the perfect place to thrive if you’re seeking a fulfilling career in an organization that is committed to its employees’ well-being and professional development.

Competition # 076-24-7111046

Posting End Date: March 19, 2024

City: Winnipeg

Work Location: MacCharles

Department: Clinical Operations

Union: Non-Union

Hiring Status: Permanent

Anticipated Start Date: ASAP

FTE: 1.00

Anticipated Shift: Days

Daily Hours Worked: 7.75

Annual Base Hours: 2015

Salary: $42.729 /$45.285 /$47.848 /$50.415

Job Summary

The Patient Representative acts as a liaison between patients and CancerCare Manitoba physicians and staff to resolve complaints, promote trust and communication between patient and staff to effectively address concerns, provide information and support to patients and refer patients to appropriate services and resources.

Acting on behalf of patients/families and CancerCare Manitoba, the responsibilities of the Patient Representative include:

• Build rapport and trust with patients, their families and friends from varying cultural, socioeconomic, and religious backgrounds to assist them in navigating the health system and patient journey by handling all requests with sensitivity and providing information and appropriate resources or referrals
• Facilitate conflict management and complaint resolutions for the most complex and sensitive situations. The position serves as a patient resource for matters related to complaint resolution, compliance, policies and procedures
• Act as the primary liaison between patient and service stakeholders when responding to patients’ complaints or critical incidents
• Receive, acknowledge, and act as a primary contact for patients, families and friends regarding their concerns and complaints about the care provided, including partnering with patient safety to provide consistent communications during critical incident reviews
• Serve as the family’s primary contact for information and updates as the review progresses and will facilitate initial disclosure and final disclosure to the patient/family, including supporting care providers (including physician) and leaders to share information with clarity and compassion
• Triage requests, suggestions, concerns, and complaints following established processes and navigate resolutions to ensure all concerns are given impartial consideration and appropriate responses
• Ensure appropriate resources are determined to engage with patients, family members, friends, and clinicians including care teams, senior leadership and physicians to collect information to review complaints related to the health services, consulting with and escalating possible critical incidents to patient safety
• Appropriately inform senior management of specific and aggregate complaint information, highlighting trends and opportunities to improve patients, family and friend experiences
• Provide appropriate responses to patients, their families and friends on behalf of CCMB
• Provide input and recommend potential quality improvements based on information from patients, their families and friends regarding their experiences to enhance future patient experience
• Share patient experiences with health leaders to support improvements to health system performance and models of care
• Foster a culture of safety and inclusion and support health services leaders and in contributing to building a healthy culturally safe workplace and positive environments

Qualifications

Education

• Post-secondary degree in a relevant discipline such as nursing, health/social sciences, communications, health information services from an accredited educational institution
• A certificate in quality management, patient safety, mediation or conflict resolution are assets
• An acceptable equivalent combination of education and experience may be considered.

Experience

• 5 years of experience working directly with patients and families
• 3 years of experience applying and implementing quality, risk management and patient safety principles and procedures including for occurrence reporting and disclosures
• 3 years of experience delivering services to culturally diverse individuals from a variety of backgrounds, preferably including direct experience working with the Indigenous peoples and communities of Manitoba including the First Nations, Metis and Inuit and supporting reconciliation and acting to address historical and contemporary health care issues
• 3 years of experience applying the directives of legislation (e.g. The Evidence Act, Personal Health Information Act and Protection for Persons in Care Act)

An acceptable equivalent combination of education and experience may be considered

Skills And Abilities

• Demonstrated written and verbal communication and interview skills.
• Demonstrated interpersonal skills, e.g. tact, discretion, confidentiality, diplomacy
• Knowledge and skills in conflict resolution and mediation
• Knowledge of risk management and laws and rights regarding patients’ rights
• Well developed organizational skills
• Ability to handle difficult situations
• Ability to listen, remain objective, and be patient focused
• Ability to support patients and families and be part of the team of people committed to improving the patient experience
• Ability to collaborate with various stakeholders/partners

Required Licenses, Registrations, Designations

• Active member in good standing of an associated regulatory body as appropriate

Physical Demands and Working Conditions

• Must be able to work safely in a typical computerized office environment
• Interruptions from stakeholders are common; dedicated and focused time for planning and concentration can be scheduled

Other

• Must have satisfactory employment record
• Must be legally able to work in Canada
• Ability to speak French

Interested and qualified applicants are invited to submit a detailed and current resume, plus a cover letter demonstrating how you meet the above qualifications and the above competition number.

This position is subject to a Criminal Record Check, including Vulnerable Sector Search, an Adult Abuse Registry Check and a Child Abuse Registry Check. The successful candidate will be responsible for any service charges incurred.

CancerCare Manitoba is committed to developing inclusive, barrier-free recruitment processes and work environment. If you are contacted by CancerCare Manitoba regarding a job opportunity or testing, please advise if accommodation measures must be taken to enable you to apply and be assessed in a fair and equitable manner.

We thank all that apply and advise that only those applicants selected for further consideration will be contacted.