Patient Relations Specialist, Patient Relations - Full Time - Markham Stouffville Hospital

Compensation: BAND E Range: $50.10 - $65.89.

Work Schedule: Monday - Friday. Please note schedules may change due to operational needs.

Responsibilities

• Serves as first point of contact for patients and families with questions, concerns and compliments and provides intake function for all such feedback via phone, email, letter, in person.
• Coordinates the timely review of patient/family concerns including chart reviews, meetings with staff, managers, physicians and the tracking of case follow up to ensure the timely closure of complaints.
• Mediates and negotiates the resolution of conflict between patients/family and the Health Care Team, de‑escalates crisis situations.
• Coordinates and facilitates patient/family meetings in response to concerns.
• Coaches and mentors staff and physicians in resolving patient complaints and acts as an expert resource to resolve complex complaints.
• Identifies quality of care/risk/...