Temporary Patient Relations Specialist - Patient Experience

Who We Are

London Health Sciences Centre (LHSC) is a world-class academic health sciences centre located in the southwestern Ontario city of London. Just two hours from Toronto and two hours from Detroit, London features a beautiful and walkable downtown core located on the Thames River, a vibrant culinary scene and scores of activities that highlight local arts, culture and music. As one of Canada's largest acute-care teaching hospitals, LHSC delivers world-class care and experiences, built on our commitment to excellence in research, innovation, and learning. In partnership with our communities, we design and advance healthcare to support the wellness of the populations we serve. LHSC delivers both local and regional services, including the Children's Hospital, within a large geographic area. LHSC is known for its great people and great care, with a workforce of close to 15,000, dedicated to delivering the highest quality patient care while partnering with communities to transform health, one life at a time.

Posting Period

Open: September 10th, 2026

Deadline: September 16th, 2026

Non-Union

Department Name

Patient Experience

The Patient Relations Specialist is responsible for case management of patient and care partner concerns/complaints. They receive, review, investigate and respond to patient and care partner concerns/complaints about the quality of care and services at LHSC in collaboration with staff and physician leaders. They identify, obtain and review relevant information and documents relating to concerns/complaints, including health records, hospital policies and procedures, and legislation and they mediate and negotiate mutually satisfactory resolutions to concerns/complaints between patients, care partners, staff and physician leaders, and the care team through a fair and objective process. They are also a resource for patients, care partners, staff/physician leaders and the care team by answering questions relating to services, policies and procedures and counsel on how to navigate and access hospital services. The Specialist provides consultation and in-the-moment coaching for hospital leaders to assist in responding to concerns/complaints.

What we offer:

• Status: Temporary Full-Time
• To go no later than: March 31st, 2027
• Rate of Pay: $49.27 per hour - $61.59 per hour
• Hours of Work: 37.5 hours per week
• Career Development & Training Opportunities
• Employee Wellness Initiatives

Qualifications

• Successful completion of a Bachelor's Degree, preferably in a Health-related field such as Social Work, Psychology
• Master's degree preferred
• Completion Conflict Resolution Certification and/or Alternative Dispute Resolution Certificate preferred
• Minimum five (5) years of recent relevant experience
• Excellent mediation, conflict resolution and negotiation skills with the ability to negotiate diplomatically with individuals at all levels
• Ability to work effectively and remain composed in a high-pressure environment
• Advanced knowledge of the hospital organization and the health care system
• Good understanding of the health care system (local, provincial, federal) and knowledge of relevant health legislation including Excellent Care for All Act (ECFAA), Freedom of Information and Privacy Protection Act (FIPPA), Personal Health Information Protection Act (PHIPA), Apology Act, etc
• Advanced knowledge and understanding of the Patient Ombudsman Fairness Triangle
• Excellent verbal and written communication skills with the ability to communicate objectively and effectively with patients, staff, physicians and leaders at all levels
• Ability to maintain impartiality, objectivity and diplomacy
• Commitment to support and promote diversity, equity and inclusion in daily interactions with patients, care partners and staff.
• Ability to educate and support adult staff/physicians throughout the hospital in customer service and dealing with challenging situations.
• Strong emotional intelligence and self-awareness
• Proficient Microsoft Office skills, Adverse Event Management System
• Demonstrated practice and commitment to the principles of patient and family centered care
• Demonstrated practice and commitment to patient and staff safety at LHSC
• Demonstrated practice and commitment to LHSC's Mission, Vision and Values
• Demonstrated ability to attend work on a regular basis

Has your experience been obtained through alternative pathways? LHSC acknowledges that skills, education and lived experience come in many forms and may have been developed differently from those listed in the job posting. Although LHSC has discretion in determining whether a candidate meets the qualifications and licensing requirements, we welcome applications from those with different experiences who may not meet every requirement listed. Tell us your story and apply today with your resume!

Artificial Intelligence (AI)

LHSC does not use artificial intelligence (AI) to screen, assess or select applicants for a position.

Reason for Posting: Existing Vacancy

Immunization Requirements

Before beginning employment at LHSC, all new hires must provide documentation related to LHSC's Health Review requirements. For more information and a detailed list of requirements, please visit Health Review Requirements | LHSC.

Teaching, Learning and Research

LHSC Centre is proudly one of Canada's largest acute-care teaching and research hospitals. LHSC has an unwavering commitment to lifelong learning, with education agreements in collaboration with over 55 schools, hospitals, and community agencies from across Ontario, Canada and internationally; among our many education partners, our three regional partners are Western University, Fanshawe College, and Thames Valley District School Board. LHSC provides students with a place where they can learn and discover knowledge and skills to take them forward in their careers as health care professionals. Approximately 2,900 Nursing, Health and other students ranging from secondary school to university graduate level programs receive training at LHSC every year. As an employee of LHSC, you will be expected to engage in role-related teaching, professional development, and research activities in addition to standard position duties and responsibilities.

We are committed to providing a safe, healthy and inclusive work environment that inspires respect. LHSC is committed to employment equity and diversity in the workplace and welcomes applications from equity-denied groups including Indigenous people, racialized people, women, persons with disabilities, and 2SLGBTQIA+ persons. LHSC is also committed to ensuring an accessible and inclusive recruitment process. Upon individual request, we will endeavor to remove any barrier to the hiring process to reasonably accommodate candidates, including those with disabilities, while maintaining a fair, consistent and equitable recruitment approach. Should any applicant require accommodation through the application, interview or selection processes, please contact Recruitment Services at View phone number on knighthunter.com, extension #34321 or [email protected] .

As part of the selection process applicants may be required to complete an examination or test. Please be advised that a reference check may be conducted as part of the selection process.

Your interest in this opportunity is appreciated. Only those applicants selected for an interview will be contacted. Successful candidates, as a condition of job offer, would be required to provide a satisfactory police information check (original document) completed in the last 6 months.

Please be advised, if you are seeking employment on a temporary work or study permit, we recommend reviewing permit restrictions as it applies to healthcare organizations in Canada. As per the Government of Canada, LHSC is considered a hospital/healthcare organization, even if an employee is functioning in a non-patient facing role. Individuals on a work or study permit seeking employment in this sector may be required to complete additional steps in the process, including but not limited to a medical exam, which may also apply to employees looking to renew their work or study permits. It is the employee's accountability to ensure they are adhering to their specific permit restrictions, and we encourage all candidates and LHSC employees to be proactive and review restrictions as soon as possible as it could be a lengthy process.