Patient Experience Specialist

Job Responsibility:

OVERVIEW

Reporting to the Manager of Patient Relations and working collaboratively with leaders and clinical teams across the organization, the Patient Experience Specialist facilitates the timely resolution of patient and family concerns, compliments, and feedback. This role requires a strong understanding of the healthcare system and patient care complexities and contributes to initiatives that promote a culture of patient and family-centered care across Michael Garron Hospital (MGH).

PRIMARY RESPONSIBILITIES

• Facilitate timely and compassionate resolution of patient feedback, including complaints, inquiries, and compliments.
• Serve as an expert resource to leadership teams and physicians in managing complex patient and family concerns.
• Act as the primary liaison for patients and families, ensuring they are informed, involved, and treated with dignity throughout the resolution process.
• Identify and escalate high-risk issues, including those involving quality of care, to appropriate internal partners such as Risk Management and Corporate Communications.
• Provide support during and after critical incidents, including participation in Incident Determination (Disclosure) meetings.
• Collaborate with the Patient Experience team to analyze feedback trends and support quality improvement initiatives.
• Participate in relevant hospital committees to advance patient experience priorities.

EDUCATION

• Master's degree in a healthcare discipline (required).
• Current member in good standing of a professional regulatory body (required).
• Training in mediation, alternative dispute resolution, or conflict resolution (asset).

QUALIFICATIONS

• Minimum 10 years of clinical experience in a health discipline with increasing responsibility, preferably involving conflict resolution or complaints management.
• Previous experience in a hospital-based patient relations or patient experience role is a strong asset.
• In-depth understanding of patient and family-centered care and hospital-based patient relations processes.
• Highly self-directed with a strong ability to collaborate and engage stakeholders across disciplines.
• Demonstrated emotional intelligence, empathy, and interpersonal effectiveness.
• Advanced critical thinking, problem-solving, mediation, and facilitation skills.
• Exceptional written and verbal communication skills.
• Working knowledge of Ontario healthcare legislation, including:

o Excellent Care for All Act (2010) o Public Hospitals Act (1990) o Health Care Consent Act (1996) o Personal Health Information Protection Act (2004) o Accessibility for Ontarians with Disabilities Act (2005)

• Proficiency with Microsoft Office Suite and comfort with digital tools.
• Evidence of ongoing professional development.
• Strong attendance record.
• All employees of Michael Garron Hospital (MGH), a division of Toronto East Health Network (TEHN) [formerly Toronto East General Hospital (TEGH)] agree to work within the legislated practices of the Occupational Health and Safety Act of Ontario.
• All employees of MGH are responsible to contribute to a transparent culture of patient and staff safety by adhering to and abiding by patient and staff safety policies and procedures set by MGH.
• All employees are accountable for protecting the psychological health and safety of themselves and their co-workers through adherence to MGH's policies and practices.