Salary Range: $74,618-$107,264/year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.

Job Summary:

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Patient Care Quality Liaison provides leadership and consultation in the identification, management, resolution, and education of patient/client issues and works in collaboration with key partners to facilitate resolution of complaints and minimize risk exposure to the organization. The Patient Care Quality Liaison ensures that avenues for client feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The Patient Care Quality Liaison is also responsible for managing the system for tracking, analyzing, and reporting client feedback activities and identifying opportunities for improvement for the organization.

Duties/Accountabilities:

• Provides expert support to Directors, Medical Directors and Managers and other senior leaders in the management of client feedback activities. Collaborates with key partners regarding patient/client complaints and concerns, supporting resolution of issues to minimize risk exposure/liability claims for the organization, and promoting use of client feedback information management system to effectively track and manage client feedback.
• Provides advice regarding the management of client feedback issues, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant’s satisfaction. Facilitates effective triaging of complaints, determines appropriate action, and timely follow up in response to patient/family complaints or related situations.
• Assists in the maintenance and development of client feedback information management system (i.e. Patient Safety and Learning System (PSLS) data collection tools and databases), ensuring that client feedback is documented, status of investigation and resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required. Provides updates, coaching and training on the use of the module and any legislated requirements to users.
• Serves as a liaison between patients/families and the organization and the community, assisting patients/families to know and understand their rights and responsibilities and to navigate through the organization’s processes.
• Remains current on relevant legislation, regulations, standards, and common law collaborating with other departments such as Legal Services, Information, Access & Privacy, and Risk Management.
• Demonstrated knowledge and understanding of legislative obligations and provincial commitments within Patient Care Quality Office contexts found in the foundational documents including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight  (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study - BC Human Rights Code , BC Anti-racism Act  and how they intersect across the health care system.
  
  

Qualifications:

• A level of education, training, and experience equivalent to a Bachelor’s degree in Health Administration or one of the health disciplines or other relevant area plus three (3) years’ related conflict resolution/crisis intervention experience.
• Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents’ Bill of Rights.
• Demonstrated knowledge of client relations and complaints management best practices. Demonstrated ability to exercise judgment and sensitivity working with complex, confidential, and sensitive issues. Demonstrated knowledge of health care system issues and functions.
• Demonstrated analytical, problem solving and conflict resolution skills. Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests. Ability to provide consultation to healthcare professionals. Ability to develop, coordinate and deliver educational programs and presentations. Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team and understanding the frameworks of other disciplines.
• Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/family needs.
• Demonstrated organizational skills and ability to prioritize workload and work under time pressures to meet deadlines.
• Brings an understanding of the Indigenous specific racism and the broader systemic racism that exists in the colonial health care structure and has demonstrated initiatives in breaking down barriers and ensuring a safe environment ensuring a sense of belonging to all and informed by Indigenous Cultural Safety.
• Awareness of social, economic, political, and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.
• Demonstrates a commitment to beginning and/or continuing their personal learning journey related to Indigenous-specific racism and dismantling systems of oppression, as well as addressing racism more broadly. Shows willingness to articulate and share their learning experiences to contribute to a culture of motivation and inspiration among peers.
• Demonstrates foundational knowledge of the social, economic, and political realities of settler-colonialism and its impacts on Indigenous peoples and equity-deserving groups within social and health contexts. Understands the impact of social determinants of health-on-health outcomes. Shows a commitment to learning about and upholding legislative obligations and provincial commitments outlined in foundational documents such as the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place: Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan, Remembering Keegan: A First Nations Case Study, the BC Human Rights Code, Anti-Racism Data Act, and the Distinctions Based Approach.