Patient Relations Representative - Temporary Full Time at Southlake Health

Job Category: Professional Hospital Location: Newmarket ON Job Type: Temporary (Fixed Term), Full time Number of Positions: 1 Minimum - Maximum Hourly Rate: $50.53 - $60.07

Why Join Our Team?

• A people-first workplace environment that prioritizes belonging, wellness, and psychological safety.

• Hybrid, virtual, and in-person working environment (where applicable).

• Progressive health and dental benefit plans.

• HOOPP pension plan with employer and employee premium sharing.

• Enhanced wellness initiatives, including virtual fitness classes and on-site gym memberships.

If you are ready to embrace this exciting challenge and contribute to the success of Southlake Health, we encourage you to apply and be part of our dedicated team, making a difference in the lives of our employees and the community we serve!

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.

What you’ll bring

• 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

Southlake Health is fully committed to a culture of belonging and an inclusive environment that encourages every team member to lead within their role, generate innovative ideas that reinforce our mission and goal to create a healthy workplace where our community can thrive.

Regular and reliable attendance is an expected requirement of this position.

We are committed to a selection process and work environment that is inclusive and barrier-free. Accommodation will be provided in accordance with the Ontario Human Rights Code. Applicants who may require accommodation during the selection process are encouraged to notify the Human Resources Department when contacted for an interview. The People, Culture and Experience team will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process, which will enable you to be assessed fairly and equitably.

Use of Artificial Intelligence (AI)

We prioritize a people-first workplace culture which emphasizes equity and inclusion throughout our hiring process. To ensure fairness and transparency, all applications are reviewed and assessed by our dedicated team of recruiters and hiring managers, not by artificial intelligence (AI). We value the unique perspective each candidate brings to our organization.

Health & Safety Workplace Responsibilities

It is the responsibility of all Southlake Health employees to work safely and promote health and safety in the workplace. Employees must adhere to the duties of workers, as stipulated in Section 28 of the OH&S Act, as well as all Southlake OH&S policies and procedures. Must be able to perform all necessary bona fide duties for the position, as outlined in the position guide. Must review and be capable of performing duties as outlined in the Job Demands Analysis for the position as a condition of offer. Proven ability to attend work regularly as per the Attendance Support Policy.

Commitment to Diversity and Inclusion

Southlake Health is fully dedicated to employment equity, diversity, and inclusion in our recruitment practices. We welcome candidates who identify with equity-seeking groups, including women, racialized individuals, Indigenous Peoples, persons with disabilities, and those from the 2SLGBTQ+ community. Any information provided will be kept confidential and used appropriately in our recruitment process.

Anti-Oppression/Anti-Racism at Southlake Health

Southlake Health is committed to having a workforce that is reflective of the diversity of York Region and strongly encourages applications from all qualified individuals, and from those who can provide different perspectives and contribute to a further diversification of ideas.

Only candidates selected for an interview will be contacted. Thank you for your submission. We appreciate your interest in joining Southlake Health!