Person and Family Centered Care Consultant

Position Summary
Interior Health is hiring two (2) permanent full-time Person and Family Centered Care Consultants who are passionate about making a difference in healthcare.

Location: These positions are flexible within the Interior Health Region.

What we offer:
• An attractive remuneration package
• Excellent career prospects
• Employer paid training/education
• Employer paid vacation
• Medical Service Plan
• Employer paid insurance premiums
• Extended Health & Dental coverage
• Work-life balance
• May be eligible to contribute to MPP

Salary range for the position is $88,990 to $127,923. Interior Health establishes salaries within the minimum and maximum of the salary range based on consideration of the qualifications, experience of the applicant, and an internal equity review of the salaries of other employees.

How will you create an impact:
The Person- and Family-Centered Care Consultant provides leadership and expertise in improving patient experience and the management of client concerns to promote a culture of quality and patient- and family-centred care across the organization in support of program priorities within Quality and Patient Safety.

The Consultant works in collaboration with internal and external partners to advance patient experience and person- and family-centred goals and initiatives. The Consultant promotes and engages the patient voice in sharing feedback. The Consultant leads or supports quality improvements in pursuit of exemplary experiences of care for clients and their families.

The Consultant leads the intake, assessment, management, and resolution of highly confidential and sensitive matters concerning patient/client relations including queries, concerns, and unmet needs within the Patient Care Quality Office. This is a regulated role under the Patient Care Quality Review Board Act of BC (2008) (PCQRBA) and the Health Statues (Residents’ Bill of Rights) Amendment Act of BC (2009) (BOR) and operates in accordance with Interior Health’s (IH) concerns management philosophy, policy, and guidelines. The Consultant assists patients/clients with access and navigation to meet complex healthcare needs; seeks to meet patient/client needs related to the resolution of concerns to the satisfaction of the client; and liaises with internal and external partners as required, in order to facilitate consensus and negotiate agreements that result in the resolution of concerns.

In alignment with IH’s Occupational Health & Safety Program, employees shall adhere to all Occupational Health and Safety policies and procedures at all times and attend all required training. Employees are responsible to report any identified hazards, unsafe conditions or incidents to your manager or supervisor immediately.

What will you work on:
• Develops and maintains expertise and leadership in approaches, methods, and tools in improving patient experience and managing concerns through review of literature, attending relevant conferences and continuing engagement opportunities, and liaising with external organizations.

• Provides consultation, coaching, and training for leaders, medical staff, and employees regarding administrative fairness, person- and family-centred care, and concerns prevention and management to improve patient experience.

• Elevates the patient voice by sharing relevant client feedback and patient experience data with leaders, supporting them to identify their goals, implement, and evaluate quality initiatives to improve the patient experience of care.

• Collaborates with site, program, and corporate leaders and teams to identify opportunities to improve patient experience and support patient engagement and collaboration.

• Supports the integration of leading practices in patient experience in committees/workgroups/improvement teams to enable care and service environments that are respectful, caring, and safe in accordance with IH values and the person- and family-centred care framework.

• Participates and presents at quality committees, meetings, working groups and other forums as required to share relevant data, trends, reports, and patterns in patient experience and client feedback.

• Works with clients to explore care experiences, determine needs and preferences, and thoroughly review a variety of sources including clinical health records, and responds to client concerns in alignment with best practices, standard work, ministerial directives, and relevant legislation.

• Ensures documentation and reporting are completed in accordance with the PCQRBA and IH policy and standards and in keeping with privacy, confidentiality, and health care evidence legislation.

• Facilitates the development of recommendations and actions related to resolution of concerns where applicable, tracking implementation through to completion.

• Builds coalitions and liaises with IH leaders, medical staff, network leaders and employees as well as external agencies such as licensing bodies, professional associations, provincial government, the Ombudsperson’s Office, and others regarding the management of concerns.

• Provides consultation, support, and assistance to operational and medical staff throughout the disclosure process after adverse events as needed.

• Works with Quality and Patient Safety staff to ensure issues of mutual concern are appropriately managed. Contributes to the development, implementation, evaluation, and maintenance of policies, procedures, accreditation standards and objectives associated with Quality and Patient Safety.

• Effectively uses data to evaluate effectiveness of processes and for improvement relevant to patient experience, person- and family-centred care, and concerns management.

• Supports and promotes the mission, philosophy, and strategic direction for IH associated with patient/client relations.

• Performs other related duties as assigned.

Interior Health strives to create an environment where you enjoy the work you do, the place where you work, and the people around you. Together, we create great workplaces. Apply today!

Honouring Interior Health’s commitment to Truth and Reconciliation and the Declaration on the Rights of Indigenous Peoples Act (DRIPA), and Pursuant to Section 42 of the BC Human Rights Code, preferential consideration and/or hiring will be given to qualified applicants who self-identify as Indigenous (First Nations, Métis, or Inuit).

Qualfications
Education, Training and Experience
• A Master’s degree in a health-related field, and educational preparation in quality improvement and patient experience.
• Five to seven years of experience, including two to five years recent clinical experience in health care services and three to five years progressive leadership experience.
• Training and certifications in patient experience and quality improvement methods is preferred.
• Or an equivalent combination of education, training, and experience.

Skills and Abilities
• Excellent communication and presentation skills, orally and in writing.
• Demonstrated knowledge of quality improvement theory, principles, methods, and tools.
• Demonstrated leadership and team management skills.
• Excellence in customer service and strong interpersonal skills with demonstrated ability to build effective working relationships with senior leaders and internal/external partners.
• Demonstrated skills in facilitation, teaching, and coaching.
• Excellent analytical and problem-solving skills with sound decision-making and judgment.
• Experience in handling sensitive patient/family interactions with compassion and empathy is essential.
• Ability to be adaptable and flexible to meet changing priorities, and to work independently with little or no supervision.
• Ability to effectively navigate confrontational and emotionally charged environments.
• Proficiency in computer skills and software such as Microsoft Word, Teams, Sharepoint, Visio, Excel, PowerPoint.
• Ability and willingness to travel within Interior Health.
• Physical ability to perform the duties of the position.