PATIENT ADVOCATE OPPORTUNITY REF. ON12046
|Date Posted||Jun 19, 2012|
|Category||Other Careers In Health Care|
Ornge currently has a new and exciting opportunity for a Patient Advocate
Position Available: Permanent fulltime
Location: 5310 Explorer Dr. Mississauga, ON
Reports to: Vice President Clinical, Quality and Healthcare Relations
The Patient Advocate will assist patients and their caregivers by providing information about Ornge, responding to questions and concerns relating to their transport, providing information about Ornge's patient complaints and patient relations processes and assisting patients in accessing those processes. This role will support and comfort patients and families, as well as advocating support to resolve their concerns about patient care and service. The Patient Advocate will maintain patient privacy and treat all patient and family information as privileged and protected. This position will role model as the advocate for the patient experience based upon the Patient Declaration of Values. Advocacy is done for the care of individuals, families, communities, and populations.
Duties and Responsibilities include:
Investigate, resolve, document and report organization-specific patient and visitor compliments and concerns;
Develop, implement and participates in both patient relations and stakeholder relations strategy and initiatives;
Facilitate resolution of complaints and requests for patients, families and stakeholders ;
Respond to suggestions and compliments submitted by patients, family and caregivers and provide positive reinforcement to involved staff;
Provides oversight to patient and stakeholder surveys and metrics, as well as analysis and follow up actions to address concerns and improve performance;
Implement proactive and reactive mechanisms to address patient and stakeholder concerns;
Links with existing groups to enable improved communication and understanding of Ornge services;
Identify systems related problems, via patient/family and stakeholder data, and work collaboratively with internal staff and external stakeholders to resolve;
Participate on committees, work groups, and/or process improvement teams that improve patient or stakeholder satisfaction;
Collaborate with hospitals, Nursing Stations, EMS and CACCs to optimize the patient experience based upon the values of our patients;
Demonstrate knowledge of health issues and advocate for the protection of patients` rights and quality of life;
Travel will be required in this role
Three years of relevant experience in a health care environment;
Possess strong customer service skills/interpersonal interactions; ability to handle challenging situations; responsibility for interactions with physicians/senior leadership/executives;
Excellent analytical skills, including analysis, planning, organizing, and troubleshooting; Knowledge of Ontario health care system;
Must work in conjunction with staff in a supportive way to troubleshoot and resolve issues;
Must be able to address difficult, awkward situations with tact and diplomacy;
Must be a team player and have proven success applying a team approach to obtain resolution to an issue or successfully accomplish a goal;
Demonstrated interpersonal, negotiation, problem solving, consulting, and conflict resolution skills to uphold, extend and promote the rights and entitlements of patients;
Proficient in Windows-based operating software/systems ;
Good oral and written communication skills; presentations skills;
Ability to work with minimal supervision ;
Adaptability with high tolerance for ambiguous work situations;
Fluent in English required, fluency in a second language would be an asset.
HOW TO APPLY:
Qualified candidates are invited to forward their resume to Human Resources by email in MS Word format to firstname.lastname@example.org no later than June 30th, 2012 quoting Ref # ON12046 in the subject line.
We thank all applicants for their interest; however only those selected for interviews will be contacted.
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