Patient Experience and Volunteer Specialist

Job Category: Professional Hospital Location: Newmarket ON Job Type: Permanent, Full time Number of Positions: 1 Minimum - Maximum Hourly Rate: $39.87 - $47.40

Why Join Our Team?

• A people-first workplace environment that prioritizes belonging, wellness, and psychological safety.

• Hybrid, virtual, and in-person working environment (where applicable).

• Progressive health and dental benefit plans.

• HOOPP pension plan with employer and employee premium sharing.

• Enhanced wellness initiatives, including virtual fitness classes and on-site gym memberships.

If you are ready to embrace this exciting challenge and contribute to the success of Southlake Health, we encourage you to apply and be part of our dedicated team, making a difference in the lives of our employees and the community we serve!

This exciting and impactful role is ideal for a dynamic individual who thrives in a fast-paced healthcare environment and is passionate about enhancing both the patient and family experience and volunteer engagement.

Reporting to the Manager, Patient Experience, Patient Relations, and Volunteer Resources, this position is divided into two core areas: Volunteer Resources and Patient Experience

In the Volunteer Resources portfolio, the successful candidate will be responsible for all aspects of the volunteer engagement lifecycle, including recruitment, screening, placement, training, supervision, evaluation, and recognition. The role supports a diverse and intergenerational group of volunteers who contribute across a wide array of hospital programs. This individual will play a key role in designing and supporting meaningful volunteer opportunities that directly contribute to improving the hospital experience for patients, families, and staff.

In the Patient Experience portfolio, the candidate will support key initiatives aimed at elevating the voice of patients and families and driving a culture of person-centred care. Responsibilities include supporting the Patient Experience Partner (PXP) Program, managing patient experience data and feedback tools, and collaborating with teams across the organization to ensure that patient feedback informs quality improvement and system change.

What you’ll be doing

• Interviews, screens, assigns orients & schedules new volunteers for training.
• Guides, motivates and coaches staff who supervise volunteers, placement supervisors (co-op) and volunteers as necessary.
• Continually assesses and promotes potential areas for volunteer involvement.
• Initiates corrective and follow up action as necessary with volunteers whose performance does not coincide with the department/hospital’s Vision, Mission and Values.
• Contributes to the establishment of systems which support, empower and recognize volunteers.
• Supports the monitoring of volunteer performance including ongoing observation and/or formal evaluation processes.
• Fosters positive and supportive relations between staff and volunteers.
• Ensures that volunteer position guides are reflective of the department(s) goals for all volunteer placements.
• Ensures a strong linkage with the community to promote volunteerism both internal and external to the hospital.
• Analyzes current trends which affect the field of volunteerism.
• Identifies opportunities within the community for recruiting volunteers.
• Identifies quality indicators and participate in initiatives to achieve continued volunteer satisfaction.
• Assists in the development of departmental policies and procedures.
• Develops and ensures current and up-to-date record keeping systems and statistical data to ensure accurate volunteer records and other significant information.
• Assists in the development of manuals and handbooks which can be used in training and informing volunteers.
• Positively contributes to Southlake’s Vision, Mission, Values and strategic directions.
• Lead and support the planning and execution of volunteer recognition activities and events
• Evaluate the risks associated with each volunteer position and take appropriate action to control the risks associated with the program or service
• Coordinates and supports patient and family engagement initiatives including rounding, feedback forums, and community engagement events.
• Collaborates with clinical and support departments to embed the patient voice in decision-making and service design.
• Support the ongoing development and operationalization of the PXP Program to ensure alignment with organizational priorities, patient partnership standards, and equity principles.
• Identify and implement strategies to expand the scope, impact, and visibility of the program across clinical and corporate departments
• Contribute to internal and external reporting, including presentations, evaluations, and accreditation readiness.
• Build customized dashboards and reports in Qualtrics to share insights with frontline teams, leadership, and quality committees, driving accountability and informed decision-making.
• Translate insights into actionable recommendations that align with corporate priorities and clinical program goals.
• Consult and collaborate with Quality and Patient Safety team members on departmental projects and Quality Improvement Plan (QIP) initiatives.
• Participate in relevant hospital committees to advance patient experience priorities.
• Serve as an expert resource to leadership teams and physicians

What you bring

• Bachelor’s degree in human resources or related discipline and Certificate in Volunteer management or Patient Experience preferred
• Minimum of 3 years of relevant work experience required
• Proven understanding of volunteer management and engagement principles and cycle (recruitment, interviewing/screening, selection, orientation & training, monitoring and supervision, evaluation recognition).
• Proven innovative volunteer program development.
• Ability to accomplish goals to the highest standards with an emphasis on quality and safety.
• Excellent oral and above-average written and verbal communication skills including good grammar, composition and spelling.
• Evidence of strong organizational, priority-setting and time management skills with the ability to work under pressure and meet deadlines with minimal supervision.
• Excellent interpersonal and leadership skills with demonstrated ability to communicate effectively with diverse groups of people.
• Strong team player with proven ability to problem solve and resolve conflict.
• Self-motivated with the ability to work with constant distractions & interruptions.
• Proficiency with Windows-based software including Excel and Word. Proficiency in VSys volunteer management system a definite asset.
• Flexibility in working hours to meet operational requirements, including occasional evenings and weekends.
• In-depth understanding of patient and family-centered care
• Working knowledge of Ontario healthcare legislation, including:
• Excellent Care for All Act (2010)
• Public Hospitals Act (1990)
• Health Care Consent Act (1996)
• Personal Health Information Protection Act (2004)
• Accessibility for Ontarians with Disabilities Act (2005)

Southlake Health is fully committed to a culture of belonging and an inclusive environment that encourages every team member to lead within their role, generate innovative ideas that reinforce our mission and goal to create a healthy workplace where our community can thrive.

Regular and reliable attendance is an expected requirement of this position.

We are committed to a selection process and work environment that is inclusive and barrier-free. Accommodation will be provided in accordance with the Ontario Human Rights Code. Applicants who may require accommodation during the selection process are encouraged to notify the Human Resources Department when contacted for an interview. The People, Culture and Experience team will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process, which will enable you to be assessed fairly and equitably.

Use of Artificial Intelligence (AI)

We prioritize a people-first workplace culture which emphasizes equity and inclusion throughout our hiring process. To ensure fairness and transparency, all applications are reviewed and assessed by our dedicated team of recruiters and hiring managers, not by artificial intelligence (AI). We value the unique perspective each candidate brings to our organization.

Health & Safety Workplace Responsibilities

It is the responsibility of all Southlake Health employees to work safely and promote health and safety in the workplace. Employees must adhere to the duties of workers, as stipulated in Section 28 of the OH&S Act, as well as all Southlake OH&S policies and procedures. Must be able to perform all necessary bona fide duties for the position, as outlined in the position guide. Must review and be capable of performing duties as outlined in the Job Demands Analysis for the position as a condition of offer. Proven ability to attend work regularly as per the Attendance Support Policy.

Commitment to Diversity and Inclusion

Southlake Health is fully dedicated to employment equity, diversity, and inclusion in our recruitment practices. We welcome candidates who identify with equity-seeking groups, including women, racialized individuals, Indigenous Peoples, persons with disabilities, and those from the 2SLGBTQ+ community. Any information provided will be kept confidential and used appropriately in our recruitment process.

Anti-Oppression/Anti-Racism at Southlake Health

Southlake Health is committed to having a workforce that is reflective of the diversity of York Region and strongly encourages applications from all qualified individuals, and from those who can provide different perspectives and contribute to a further diversification of ideas.

Only candidates selected for an interview will be contacted. Thank you for your submission. We appreciate your interest in joining Southlake Health!