Patient Relations Associate (Designated Indigenous)

The Patient Relations Associate role acts as the primary liaison between patients, families and healthcare service providers to address and resolve complaints and critical incidents. The individual is responsible for managing complex and sensitive situations, ensuring that all concerns are acknowledged, reviewed, and responded to in an impartial and compassionate manner. This includes collaborating with patient safety teams, healthcare providers, and leadership to share relevant information and facilitate transparent communication during critical incident reviews. This position will triage and escalate complaints, ensuring that all concerns are addressed according to established processes and provide regular updates to families regarding the progress of investigations.

In addition to resolving complaints and critical incidents, the position also focuses on improving the overall patient experience by gathering feedback from patients and their families to recommend quality improvements. They also work with senior management to identify trends in complaints and suggest improvements to enhance service delivery.

THIS IS A DESIGNATED INDIGENOUS COMPETITION, OPEN TO INDIGENOUS APPLICANTS. Applicants are required to self-declare and those selected for an interview will be asked interview questions related to the designation.

• Minimum of three (3) years' experience working with patients, families and residents in the healthcare delivery system and/or in a directly related role in healthcare.
• Knowledge of Manitoba’s public health care system and services.
• Lived experience and understanding of Indigenous healthcare priorities, services, and challenges alongside Indigenous culture, protocols, traditions, and values, both within communities and organizations in Manitoba.
• Experience in customer service and conflict resolution; proficient in written and verbal communication and collaboration; skilled in developing and presenting findings to diverse audiences.
• Experience applying quality, risk management and patient safety principles and procedures including for occurrence reporting and disclosures.
• Knowledge of applicable legislation (e.g. The Evidence Act, Personal Health Information Act and Protection for Persons in Care Act).

• Post-secondary education in Social Sciences, Health Administration or Health Sciences.
• Education and training in Indigenous relations, patient safety, trauma informed care, quality management, mediation or conflict resolution are assets.
• Completion of Indigenous cultural safety and anti-racism training.

An equivalent combination of education and experience will be considered.

• Valid license with applicable regulatory body.
• Valid Manitoba Class V Driver’s License; access to a vehicle and willingness to travel provincially throughout the province.

• Knowledge of Indigenous languages is an asset.
• Strong and culturally relevant communication, interpersonal, analytical, organizational, and leadership skills.
• Demonstrated ability to relate effectively to a variety of people from diverse backgrounds.
• Demonstrated knowledge of Canadian colonial impacts on Indigenous people in social and health contexts.
• Knowledge and appreciation of the unique history, cultures, and rights of Indigenous Peoples in Canada is required.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per Truth and Reconciliation Calls to Action (2015) and Manitoba’s Path to Reconciliation Act (2016).
• Understanding and commitment to the articles set out in the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP) as a framework for reconciliation.
• Knowledge of Indigenous cultural safety and anti-racism actions, inquests and reports, e.g., Jordon’s Principle, Joyce’s Principle and Brian Sinclair Inquest.
• Demonstrated knowledge of ethical principles and cultural protocols in interactions with Indigenous partners and organizations.
• Knowledge or familiarity with Indigenous health issues, population health, and health status of citizens in Manitoba.
• Knowledge of the Manitoba health care system, federal health care system, provincial and federal governance, and leadership models.
• Working knowledge of, or experience working with, Indigenous governments, partners, organizations and communities at a service level and structures within Manitoba.
• Thorough knowledge of Windows based programs (Microsoft Word, Excel, PowerPoint, Outlook) and Internet.

• Sitting for prolonged periods of time.
• May require to lift 25 lbs. on occasion.
• Primary environment within office setting; with travel to communities and hospital locations.
• Must be able to work flexible hours to accommodate service requirements through scheduled overtime and on call work as required.