Patient Experience Lead PTC 2026-6809

Overview

Join a hospital where everyone makes a difference! Cambridge Memorial Hospital (CMH) is a thriving community hospital that proudly provides acute care services including: Emergency, Surgery, Medicine, Women’s and Children’s Health, Intensive Care, Mental Health, and Inpatient Rehabilitation.

Our vision is creating healthier communities together. Our dedicated and skilled staff are passionate about providing outstanding patient-centred care, and an exceptional patient experience to residents of the Waterloo Region and beyond.

Why Should You Apply to CMH?

• Healthcare of Ontario Pension Plan (HOOPP)
• Group Benefits, including Health & Dental, for full time employees
• Employee & Family Assistance Program
• Career Development & Education Grant
• Wellness & Wellbeing Program
• Diversity, Equity & Inclusion Initiatives

Come be part of our vision as CMH leads in innovation and compassion! To learn more about CMH, please visit our website at

Job Description

Salary Range: $49.93 - $59.44

Part-Time contract expected to end December 2026

Position Summary

• Reporting to the Director Patient Experience, Quality, Risk, Privacy and IPAC the Patient Experience Lead is accountable to define, develop and ultimately lead CMH in consistently delivering an exceptional patient experience.
• They will effectively facilitate resolution to patient and family concerns by advocating in a DEI sensitive, patient/family centred manner and responding to patients and family members within legislated time frames (Excellent Care for All Act, 2010).
• They will effectively facilitate resolution to patient and family concerns by advocating in a culturally sensitive, patient/family centred manner and responding to patients and family members within legislated time frames (Excellent Care for All Act, 2010).
• The incumbent will create organizational appetite and capacity for an exceptional patient experience by acting as a coach and mentor to management, physicians, and front line staff regarding service recovery, effective conflict resolution and pro‑active initiatives.
• They will work proactively with managers to interpret unit level patient experience data from various sources and collaboratively develop and implement unit level foci for improving the patient experience.
• They will be an influential member of the Patient and Family Advisory Council, and instrumental in the development and implementation of a multi‑year Patient Experience Strategy that will nest under the corporate Strategic Plan.
• Liaison role with Public Affairs & Communications to promote Cambridge Memorial Hospital by actively contributing to CMH social media outlets and other avenues for storytelling.
• Provide regular updates to management, Medical Advisory Committee, and the larger hospital community on the status, opportunities and mitigation plans regarding patient experience. Works with external partners such as Ontario Patient Relations Association and Ontario Hospital Association to influence the broader patient experience agenda.
• Present minimum of twice annually to the Quality Committee of the Board in accordance with Excellent Care for All Act (2010)
• Perform other duties as assigned.

Posted hours do not constitute a guarantee that shifts will not be subject to change.

Qualifications:

• Undergraduate degree in a relevant health related field required.
• Designation as a Regulated Health Professional and a member in good standing of a recognized health profession or college preferred.
• Masters degree in a related field preferred.
• Five (5) years’ experience in an acute health care setting required. Direct experience in Patient Relations role preferred.
• Skills listed below are all required at an excellent to expert level:
  • Conflict resolution
  • Acute listening and perception skills
  • Service recovery
  • Ability to easily establish trust
  • Ability to maintain privacy
  • Facilitation and negotiation skills
  • Written and oral communication skills
  • Critical thinking skills
  • Sound judgement and decision making skills
  • Coaching and mentoring others
• Ability to effectively communicate with many levels of the organization effectively is required (e.g. Quality Committee of the Board, Medical Advisory Committee, management, physicians, front line staff).
• Experience, and/or additional training with various components of Diversity, Equity, Inclusion (Indigenous Cultural Safety Training, unconscious bias, allyship etc.) required.
• Expert knowledge of the Model for Improvement/PDSA for quality improvement is required. LEAN Yellow Belt or equivalent is required.
• Statistical analysis skills to interpret patient experience data is required.
• Proficiency in Microsoft Office suite of products (MS Word, MS Excel, MS Power Point) and competence with social media applications, including social media at the strategy level, is required. Experience with RL6 and Meditech are preferred.
• Familiarity with relevant legislation is required (including, but not limited to: Excellent Care for All Act, Quality of Care Information Protection Act, Apology Act, Public Hospitals Act).
• Ability to work equally effectively both independently and collaboratively is required.
• Demonstrated ability to attend work on a regular basis is required.

As part of our commitment to the health and safety of our patients, staff and community from COVID-19, subject to any accommodation required by applicable human rights legislation, Cambridge Memorial Hospital requires that all staff have received all required doses of a COVID-19 vaccine approved by Health Canada.

The successful external applicant is required to provide the applicable criminal record check, as requested by Human Resources, in accordance with federal and provincial legislation. Valid criminal record checks are in original format and dated with two months from date of conditional offer from CMH.

CMH Inclusion Statement

At Cambridge Memorial Hospital (CMH), community matters to us. We acknowledge and are grateful for the opportunity to meet, work and offer healthcare on what is the traditional territories for the Anishinaabe, the Haudenosaunee and the Chinnonton.

We are committed to providing and fostering a respectful, caring, and inclusive workplace; one that generates belonging. We want a work culture where people are free to express their authentic selves and are able to bring their best daily. That includes a workplace that is free from violence, harassment and discrimination of any kind.

We welcome all applicants and encourage members of equity‑deserving groups including Indigenous and LGBTQ2SIA+ communities regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, neurodiversity or physical ability. We promise to ask if needed, and to provide reasonable accommodation to you during the recruitment and selection process to ensure an equitable experience.

To support all of us in this journey, Cambridge Memorial Hospital is an employee partner with the Canadian Centre for Diversity & Inclusion (CCDI) and provides access to all CMH members to CCDI resources and education. We encourage you to reflect upon our inclusive commitment to you as we welcome and encourage you to explore a promising future career at CMH.

Mari Iromoto Executive Champion Diversity, Equity and Inclusion

Susan Toth, Director of Human Resources

We thank all those who apply, however only those selected for an interview will be contacted.

Cambridge Memorial Hospital (CMH) proudly integrates AI-based technologies into its applicant screening process to enhance recruitment. These tools are designed to reduce bias and uphold fair hiring practices based on skills, education, and experience. CMH’s AI serves to assist, not replace, human decision-making, with results audited to ensure quality and equity. This initiative reinforces the hospital’s commitment to Equity, Diversity, and Inclusion, ensuring the best talent is selected while adhering to its core values.

Union

Non-Union