Accountable to strategically lead the Provincial Managers, Patient Concerns Consultants and Administrative Staff to provide quality service delivery and uphold the legislated concerns management process under the direction of AHS operational leadership. Responsible to contribute to the development and implementation of the PR operational plan in conjunction with PCO/ED. Accountable for ongoing evaluation and auditing of the AHS Patient Concerns Resolution Process to contribute expert consultation support in establishing priorities, strategies and business processes to ensure alignment with best practice and legislation. Accountable to participate in the development, implementation and evaluation of overall strategic and operational plans to support patient and family focused care programs and delivery. Accountable to the ongoing monitoring and evaluation of the provincially integrated patient concerns program embedded within AHS and contracted service providers. Providing leadership and expert consultation to institute effective sustainable management and education of concerns throughout AHS. Accountable to establish and sustain the PR structure, position management, and budget in conjunction with PCO/ED. Patient Relations liaison for Zone Medical Director, AHS Legal Department, Site and Zone Leadership, QHI Leadership. Liaise with key stakeholders to ensure policies related concerns resolution are compliant with provincial legislation and accreditation standards. Accountable to ensure that that the AHS PCRP policies and procedures align with AHS policies and guidelines to support the overall goals of the organization. Key contributor to the development, evaluation, monitoring and continuous improvement of the AHS PCRP so that learning can be utilized to ensure patient concerns programs meets legislative standards and regulations.
A Master’s degree in healthcare with credentials and active registration in a health related profession. Advanced education or certification related to concerns management. A minimum of 10 years of progressive leadership experience in a healthcare environment including leadership in managing concerns.
Leadership skills, including demonstrated ability and comfort with decision making responsibilities, coaching and teaching, and the ability to inspire and build confidence in others Proven ability to foster partnerships and to achieve organizational goals within a large, diverse organization. Uses strategic thinking (assessment and organizational implications). Ability to manage change and create innovative solutions for complex and diverse issues Ability to continually analyze effectiveness of strategies and implement quality and process improvements. Familiarity with the principles and strategies for advancing the practice of Patient and Family Centered Care throughout the organization.
An expert knowledge of best practice for concerns resolution and the Alberta Patient Concerns Resolution Process Regulation 124/2006. Leadership skills, including demonstrated ability and comfort with decision making responsibilities, coaching and teaching, and the ability to inspire and build confidence in others. Proven ability to foster partnerships and to achieve organizational goals within a large, diverse organization.