Patient Experience Advisor - Office of the Patient Experience - Regular Full-Time 2024-9783

The Office of the Patient Experience at Sunnybrook Health Sciences Centre is seeking a Patient Experience Advisor. This Advisor will join an experienced team and will have responsibilities related to both patient relations and patient experience project work. We want to complement our team with a confident, trusted and energetic individual who is comfortable dealing with challenging situations and enjoys project work focused on improving the patient experience.

This role will report to the Chief Patient Experience Officer.

Summary of Duties

Patient Relations

• Lead the interactions with patients, families and clinical teams to facilitate resolution to concerns regarding care and interaction with staff, physicians, volunteers and students.
• Collaborate with various stakeholders to identify areas for improvement and implement strategies to enhance patient satisfaction and engagement.
• Coach and advise team members on creating an environment in the hospital that is focused on improving the experience patients and families have with Sunnybrook.

Improving the Patient Experience

• Responsible for the development, deployment and operational plan for conducting patient experience surveys.
• Responsible for consolidating and communicating results and trends from patient experience surveys back to the organization to facilitate improved patient experience.
• Identification and celebration of staff and physician service excellence.
• Operational responsibilities for the functioning of the MySunnybrook Experience Centre, focusing on innovating and encouraging ongoing improvements of services available
• Provide direction, guidance, training and advice, to the Patient Experience Ambassadors.

Qualifications/Skills

• Minimum 5 years experience in patient relations/experience or other healthcare related discipline
• Degree in health-related discipline required (Masters degree preferred)
• Education in facilitation, mediation, and/or conflict resolution an asset
• Demonstrated creativity in problem solving
• Excellent written and oral communication skills
• Ability to maintain composure under pressure and exercise tact and discretion when dealing with sensitive and highly confidential issues.
• Ability to work in an unpredictable environment, adapt to changing priorities, do multiple tasks simultaneously and work both independently and as part of a team