Quality Improvement And Client Experience Specialist

Quality Improvement and Client Experience Specialist
Corporate Services Full Time Brampton, ON $75,234 - $86,686 CAD per yearVACANCY STATUS:
Please note that this posting is for a new Full-Time, Permanent positionDEPARTMENT:
Organizational Effectiveness and Professional PracticeLOCATION:
In-Person Across all WellFort and Partner LocationsAPPLICATION DOCUMENTS REQUIRED:
Resume and Cover letterAPPLICATION DEADLINE:
November 16, 2026ABOUT WELLFORT COMMUNITY HEALTH SERVICESWellFort Community Health Services is a non-profit, values-based organization committed to providing inclusive, accessible, and sustainable health care services to diverse communities across Peel Region. Through a comprehensive range of primary care, health promotion, chronic disease management, and community development initiatives, WellFort works collaboratively with clients, families, and community partners to improve health outcomes and strengthen community capacity.SUMMARY OF POSITIONThis position supports the mission, vision and values of WellFort Community Health Services by leading the development, implementation, monitoring and evaluation of the organization's Quality Improvement and Client Experience programs.The Quality Improvement and Client Experience Specialist provides subject matter expertise, consultation, coaching, facilitation and project leadership to support organizational excellence, continuous quality improvement, service innovation, client partnership and organizational learning. Working collaboratively with leaders, teams, clients, families and community partners, the Specialist advances evidence-informed improvement initiatives that strengthen organizational performance, improve client experience and foster meaningful engagement in service planning, delivery and evaluation.The Specialist is responsible for leading the development, implementation and ongoing evaluation of WellFort's Client Experience Framework and Client and Family Engagement Strategy, ensuring client and family voices are integrated into organizational priorities, quality improvement initiatives, service delivery and decision-making.The role requires the ability to exercise sound judgment, professionalism and discretion while handling confidential organizational, quality, risk, client experience and performance-related information.ACCOUNTABILITYThe Quality Improvement and Client Experience Specialist is accountable for advancing WellFort's quality improvement and client experience programs. The incumbent supports a culture of continuous improvement, accountability, person-centred care, client partnership, organizational learning and service excellence across the organization.MAJOR DUTIES AND RESPONSIBILITIESQuality Improvement
Lead, support and coach programs and teams in identifying priorities, establishing performance objectives and developing quality improvement plans utilizing facilitation, stakeholder engagement, research, environmental scanning, process mapping, data analysis, gap analysis and evidence-informed best practices.Guide, lead, implement and monitor quality improvement projects and initiatives across the organization.Track project status, risks, outcomes and performance indicators and provide regular updates and recommendations to leadership and committees.Act as an organizational subject matter expert and resource in quality improvement and process improvement methodologies.Support the sustainability and operationalization of improvement initiatives across programs and services.Facilitate quality improvement activities using recognized methodologies such as Plan-Do-Study-Act (PDSA), Lean principles, root cause analysis, process mapping, implementation science and change management approaches.Coordinate organizational quality improvement planning activities and support the development, implementation, monitoring and reporting of the organization's annual Quality Improvement Plan (QIP).Develop and provide tools, templates, resources and training to strengthen quality improvement and project management capacity among leaders and interprofessional teams.Coordinate and deliver education, mentoring and coaching related to quality improvement methodologies, performance measurement and evaluation.Consult with leaders and teams to identify opportunities for improvement and implement sustainable solutions.Support organizational accreditation activities, including quality standards monitoring, evidence collection, self-assessment activities and continuous improvement efforts related to accreditation requirements.Develop performance measures, dashboards, scorecards and evaluation frameworks to monitor outcomes and organizational performance on quality initiatives.Analyze trends from client feedback, complaints, incidents, performance metrics, and other quality indicators to identify and implement improvement opportunities and support organizational learning.Collaborate with organizational leaders to monitor, evaluate and report on quality indicators, outcomes and organizational performance.Client Experience and Engagement
Lead the development, implementation, evaluation and continuous improvement of WellFort's Client Experience Framework and Client and Family Engagement Strategy.Ensure alignment of client experience and engagement initiatives with organizational priorities, strategic objectives, accreditation requirements and leading practices.Design, implement and evaluate client experience measurement initiatives to assess quality of care, access, communication, cultural safety and overall service experience.Develop and monitor indicators and evaluation measures to assess the effectiveness of the Client Experience Framework and Client and Family Engagement Strategy.Design and administer client, family and caregiver feedback mechanisms including surveys, and other engagement strategies.Analyze client feedback and experience data to identify trends, opportunities and recommendations for improvement.Integrate client experience findings into quality improvement planning, service redesign and organizational decision-making.Establish, support and coordinate meaningful client and family engagement structures, such as Client and Family Advisory Councils, advisory groups, co-design initiatives and community engagement forums.Develop recruitment, onboarding, orientation and support processes for client and family advisors.Create organizational standards, resources, tools and processes to support consistent client and family engagement practices across programs and services.Provide leadership in embedding client partnership principles within organizational planning, program design, policy development, quality improvement and evaluation activities.Support leaders and teams in engaging clients and families as partners in service development and organizational decision-making.Develop dashboards, reports, presentations and evaluation tools to communicate client experience outcomes, engagement activities, trends and recommendations to leadership and committees.Promote awareness and understanding of client experience, person-centred care and client partnership principles throughout the organization.Monitor emerging evidence, sector trends and leading practices related to client experience and engagement and recommend opportunities for organizational improvement.Collaborate with service providers and leadership to strengthen community voice and support meaningful engagement initiatives.Collaboration and Continuous Improvement
Provide expert advice, consultation and support to leadership and staff regarding quality improvement, client experience measurement and client engagement strategies.Facilitate organizational planning and improvement initiatives that support strategic priorities and quality outcomes.Participate in committees, working groups and organizational initiatives that advance quality, safety, person-centred care and client partnership.Contribute to organizational planning, policy development and strategic initiatives related to quality improvement, client experience and organizational performance.Maintain current knowledge of quality improvement methodologies, client experience practices, healthcare trends and emerging evidence.Foster collaborative relationships that support organizational priorities and continuous improvement.Promote a culture of quality, accountability, learning and service excellence throughout the organization.Maintain confidential organizational records, reports, quality data, client feedback, committee materials and other sensitive information in accordance with organizational policies, privacy requirements and approved access protocols.Exercise sound judgment, discretion and professionalism when handling information related to quality improvement initiatives, client feedback, organizational performance, strategic priorities and other sensitive matters.Support the preparation and distribution of confidential reports, presentations, dashboards and governance materials while ensuring appropriate handling, storage and disclosure of information.MINIMUM QUALIFICATIONS AND SKILLSExperience
Minimum five (5) years of progressive experience leading quality improvement, client experience, organizational effectiveness, healthcare transformation or performance measurement initiatives within a healthcare environment.Demonstrated experience leading complex quality improvement projects from planning through implementation, evaluation and sustainability.Experience developing organizational quality improvement plans, performance measures, dashboards and reporting frameworks.Experience facilitating planning, stakeholder engagement and improvement planning processes with interdisciplinary teams.Experience providing coaching, education and consultation to leaders and teams regarding quality improvement methodologies and change initiatives.Experience designing, implementing and evaluating client experience measurement programs, including surveys, focus groups, interviews and other feedback mechanisms.Experience establishing and supporting client and family engagement structures such as Client and Family Advisory Councils, co-design initiatives, working groups or community engagement forums.Experience collecting, analyzing, interpreting and presenting quantitative and qualitative data to support organizational decision-making and improvement.Experience preparing reports and recommendations for senior leadership and quality committees.Experience supporting accreditation standards, quality improvement planning requirements and continuous quality improvement processes is considered an asset.Knowledge
Advanced knowledge of quality improvement methodologies, implementation science, change management and performance measurement frameworks.Knowledge of client experience measurement practices, client partnership principles and engagement frameworks.Knowledge of healthcare quality and safety indicators, evaluation methodologies and continuous improvement practices.Knowledge of survey design, client-reported experience measures, qualitative research methods and evaluation techniques.Understanding of health equity, anti-racism, cultural safety and inclusion principles and their application to quality improvement and client engagement.Knowledge of the community health sector, primary care and the social determinants of health.Familiarity with accreditation standards and quality improvement requirements.Skills
Strong facilitation skills with the ability to lead improvement planning, process improvement and stakeholder engagement activities.Demonstrated expertise in quality improvement methodologies, process mapping, root cause analysis, PDSA cycles and change management approaches.Strong analytical and critical thinking skills with the ability to interpret complex information and identify actionable recommendations.Experience developing performance indicators, scorecards, dashboards and evaluation frameworks.Ability to translate data and evidence into practical improvement strategies and recommendations.Quality Improvement and Evaluation
Strong facilitation skills with the ability to lead improvement planning, process improvement and stakeholder engagement activities.Demonstrated expertise in quality improvement methodologies, process mapping, root cause analysis, PDSA cycles and change management approaches.Strong analytical and critical thinking skills with the ability to interpret complex information and identify actionable recommendations.Experience developing performance indicators, scorecards, dashboards and evaluation frameworks.Ability to translate data and evidence into practical improvement strategies and recommendations.Client Experience and Engagement
Demonstrated ability to build meaningful partnerships with clients, families, community members and staff.Experience developing and supporting Client and Family Advisory Councils and other engagement structures.Strong understanding of person-centred care, client partnership and co-design principles.Ability to facilitate discussions with diverse groups and foster inclusive participation and engagement.Leadership and Communication
Exceptional interpersonal, coaching and consultation skills.Demonstrated ability to exercise sound judgment, discretion and diplomacy when working with confidential, sensitive or privileged information.High level of integrity, professionalism and accountability in managing organizational information and stakeholder relationships.Strong written communication skills, including report writing, briefing notes, presentations and reporting.Excellent verbal communication and facilitation skills with the ability to engage audiences at all levels of the organization.Ability to influence, build consensus and support change across teams and programs.Demonstrated ability to manage multiple projects, priorities and competing deadlines in a dynamic environment.Technical Skills
Advanced proficiency in Microsoft Office applicationsExperience using survey platforms, reporting systems and data visualization tools.Strong data analysis, reporting and presentation capabilities.Bilingual language skills in one of the languages commonly spoken in Peel Region are considered an asset.Education and Certifications
Bachelor’s degree in health administration, Social Work, Public Health, Health Sciences, Nursing, Organizational Development, Health Policy, Quality Improvement or a related field.Master's degree in a relevant health, quality, organizational development or leadership discipline is considered an asset.Certification in Quality Improvement (CPHQ), Lean, Six Sigma, Change Management, Project Management (PMP) or a related discipline is considered an asset.Training in client engagement, facilitation, co-design, participatory approaches or experience-based design methodologies is considered an asset.Equivalent combinations of education and experience may be considered.Current valid Class G Driver's Licence, reliable transportation, and ability to travel between WellFort sites and community locations, as required.WORKING CONDITIONS
Lifting, carrying, handling of small objects and packages not normally exceeding 1-10 lbs., e.G., files, information brochures, small office equipment/tools.Sitting for long durations, e.G., meeting with people, driving, working at desk.Walking and standing for short durations.This role has access to confidential organizational, quality improvement, performance measurement, client experience, governance and strategic information. The incumbent is expected to maintain a high level of confidentiality, discretion and information security and to exercise sound judgment in the collection, analysis, reporting and communication of sensitive information.APPLY
Requests for accommodation due to disability can be made at any stage in the recruitment process.The successful candidate will demonstrate a willingness to participate in WellFort’s commitment to becoming an inclusive, barrier‑free health centre and an ability to work in an interdisciplinary team. We encourage applications from individuals who can identify with the diverse communities we serve and invite these candidates to voluntarily share their relevant identities as part of their application.We thank all applicants in advance for their interest;
however, only those selected for an interview will be contacted. No agencies.VACCINATION REQUIREMENT
As a condition of employment, new WellFort staff must be fully compliant with our Vaccination Policy unless they have received an exemption from vaccination under the Ontario Human Rights Code. Proof of vaccination status will be required before the first day of work or, proof of religious or medical exemption, if or where applicable.As part of WellFort’s hiring process, we use artificial intelligence (AI) tools to assist in screening and evaluating applications. All final hiring decisions are made by our human recruitment team.
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