Salary Range: $118,923-$170,951/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 Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

 

The Director, Patient Experience and Community Engagement reports to the Executive Director, Interprofessional Practice and Patient Experience and works within a person-focused collaborative environment to provide strategic direction on patient centered care and the patient journey to ensure clients , patients and families are at the forefront of their health care, and is accountable to lead patient and family centered care adoption and integration into to all aspects of planning and evaluation provincially across all regional  programs of BC Mental Health and Substance Use Services (BCMHSUS). The Director is responsible to communicate, facilitate and negotiate with senior-level executives on all matters pertaining to client, patient and family experience, engagement and education, including developing and implementing related organizational wide framework, policy, programs, procedures and supports across the BCMHSUS 16 regional clinics. Oversees, strengthens and enhances the understanding and improvement of patient experience and patient engagement and the development of patient journey maps and clinical guidelines for transitions between BCMHSUS and the regional Health Authorities and linkages with external partners/resources and regional resources. Guides the team to create long- and short-term plans to engage and educate clients, patients and families to develop a network of advisors and to ensure clients, patients and families are central and integrated into all aspects of BCMHSUS planning and evaluation. Also implements strategies to support operations i n ensuring that patients and families are supported with smooth transition into and from BCMHSUS care to community based services and supports. Leads and f facilitates community engagement initiatives to foster partnership and increase the continuum of care outside of health authority programs and services . Ensures that the department meets accreditation standards, governmental regulations, legal requirements, and compliance standards. The Director prepares budgets and conducts financial planning; develops a staffing plan; supervises and advises regional management of client and patient engagement and education; and collaborates with staff, management and external groups to coordinate client, patient and family networks in mental health and substance use care.

 

This position oversees and/or facilitates regular meetings with regional staff and direct reports, coordinates the creation and implementation of client, patient and family services with other groups and departments, and evaluates patient and family services to make sure that patient needs are being met. The position maintains a system of records and reports on health care services.

 

Duties/Accountabilities:

• Develops, implements, and monitors client, patient, family and community engagement and education framework, policies and strategies in accordance with the PHSA and BCMHSUS vision, values and strategic directions and legal parameters. Evaluates policies and strategies from a patient experience lens, and participates in quality of care and risk management initiatives to ensure integration and enhancement of patient and family centered care.
• Furthers patient and family education across the Agency to ensure patient informed decision-making, improved information and understanding on models of care, resources and external partners. Supports a partnership between clients, patients, families, health care providers and relevant community stakeholders. Encourages client, patient and family participation in their care and ensures that they are provided meaningful opportunities to engage with care providers.
• Provides  visionary leadership  to staff  through mentoring, modeling  key behaviours  and fostering an environment conducive to patient and family centred care and community engagement atmosphere to promote and encourage employees to realize their maximum potential and growth. Oversees human resource management including recruitment, performance appraisals, resolving conflicts, monitoring and evaluating performance.
• Sets priorities and monitors progress in achieving objectives within the innovation and engagement across the portfolio. Develops practice networks/strategies to enhance the sharing of knowledge, monitor practice trends, and identify opportunities that promote patient and family engagement, innovation and partnerships for improvement.
• Plans, manages and reports on annual budget for the portfolio including preparing and recommending an operating budget, analyzing and reporting on variances, and monitoring budget expenditure and performance to meet annual budget and program targets.
• Encourages, identifies, and supports research and the implementation of evidence-based practice including research, and quality improvement tools to build capacity and drive quality improvement.
• Mobilizes, strengthens and sustains collaborative partnerships and networks among community based services such as home care, hospice and primary care. Links in with community services to ensure continuous clinical supports for patients and their families before and after treatment at BCMHSUS.
  
  

Qualifications:

• A level of education, training, and experience equivalent to a Master’s Degree in Health Administration, Adult Education or a related health discipline and seven to ten (7-10) years’ of experience in health care strategic development and health services management at a progressively senior level.
• Knowledge and experience with strategies to integrate the patient voice into health services and experience with cross- cultural awareness and sensitivity. In addition knowledge of population health and demonstrate experience in addressing inequities through health services planning and models of care would be a strong asset.
• Current, or be eligible for, registration with regulatory college where appropriate.
• Leadership competencies required for this position outlined in the PHSA LEADS Framework.
• Demonstrated leadership capabilities in the areas of leading self, engaging others, achieving results, developing coalitions, and system transformation are required.
• This position is identified as the catalyst for change and innovation by capturing synergies to improve the patient experience, patient experience measurement, patient and family engagement and the patient journey across the agency. Linking patient experience quality data to real patient experience expediting positive change to achieve desired patient and health systems outcomes.
• Ensures effective ongoing engagement and the development of program and services with the local Indigenous communities to support the health and well-being of local Indigenous residents.
• Strong negotiation, mediation and facilitation skills.
• Excellent communication, problem solving, analytic and planning skills.
• Knowledge and experience in complex systems design, development and management.
• Demonstrates a well formed insight and understanding of workforce planning, education and workforce development issues.
• Fosters and promotes an environment that is patient and family focused. Demonstrated ability to develop and maintain effective and collaborative working relationships within internal and community services.
• Self-directed and highly motivated. Demonstrated ability to lead teams and to promote teamwork.
• Critical thinking skills and proven ability to effectively manage human and fiscal resources.
• Demonstrated understanding and experience of quality assurance process, operational planning and  program development.
• Ability to prioritize and manage multiple tasks and projects. Demonstrated basic computer literacy with word processing, spreadsheet and/or database programs and ability to utilize a computerized patient care information system.