POSITION:  PATIENT EXPERIENCE SPECIALIST
UNIT: ADMINISTRATION
STATUS: TEMPORARY FULL TIME (October 7, 2024, to January 9, 2026)
SALARY: $49.14 - $57.49

POSITION DESCRIPTION:

The Patient Experience Specialist reports to the Vice President & Chief Nursing Executive and is primarily responsible for leading, executing, reporting and evaluating the Patient Experience Strategy.

This includes but it not limited to the following:

• The development, implementation and evaluation of the patient experience and engagement strategies at STEGH using the Hospital’s approach to continuous improvement;
• Oversight and leadership of the Patient Experience Council Advisors;
• Facilitating the gathering of feedback from patients and families to support co-design improvement strategies;
• Implementing actions for improving patient experience with the support of senior leadership and management;
• Liaising with diverse communities and underrepresented populations in the Elgin community to ensure their voice is represented in the patient experience improvements at STEGH;
• Supporting the patient relations process in a timely, efficient and consultative manner;
• Support to leadership and front line staff to facilitate the resolution of complex issues and complaints and provides education and awareness of the principles and strategies to achieve exceptional patient experience at all levels of the organization.

HOURS:

Monday to Friday, 37.5 hours per week.  Flexibility is required as hours may vary according to the needs of the Hospital.

SKILLS & QUALIFICATIONS REQUIRED:

• Bachelor’s degree in healthcare/related field with active membership in good standing with a regulated professional college.
• Minimum of three (3) years’ recent work experience
• Minimum of five (5) years’ experience in a Hospital setting with a thorough understanding of Hospital service delivery.
• Demonstrated knowledge in the experience-based co-design
• Demonstrated knowledge and experience of patient relations processes including complaint management.
• Demonstrated experience and comfort with conflict management, complex issue resolution in a compassionate manner.
• Understanding and demonstrated application of key concepts of patient experience including patient and family centered care, customer service excellence and recovery, and coordinated care.
• Expert knowledge of the patient experience literature.
• Strong organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with an excellent attention to detail.
• Demonstrated ability to establish and maintain productive professional relationships.
• Proven ability to handle confidential information with discretion, uphold confidentiality and sustain trust.
• Advanced computer expertise in Microsoft Office Suite, Website maintenance, Time and Attendance and Purchasing Systems.
• Demonstrated ability to attend work on a regular and flexible basis.
• Will demonstrate STEGH’s values and code of conduct in all interactions in their role.
  
  

Successful candidates must provide evidence of a fully completed COVID-19 vaccination status prior to your first day of work. Any candidate entering (link removed) facility to attend an interview will be required to provide evidence of a fully completed COVID-19 vaccination status. To be considered fully immunized, individuals need to have received their second dose of a COVID-19 vaccine at least 14 days earlier than the date they are arriving to an interview or to begin work at STEGH.