Come work as a Senior Patient Care Quality Liaison with Vancouver Coastal Health (VCH)!

Vancouver Coastal Health is looking for a Senior Patient Care Quality Liaison to join the Patient Care Quality Office. Apply today to join our team!  

In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

As a Senior Patient Care Quality Liaison with Vancouver Coastal Health you will:

• Identify, manage, advise and resolve issues and concerns from patients, families, clients and residents, working to build and maintain trust, and minimize risk exposure/liability to the organization.
• Synthesize information from internal and external stakeholders, including all levels of the organization (operational and clinical leadership), to provide analysis and resolution, which have direct impact on patient care services and quality improvement.
• Act as a senior resource to the PCQO team members and provides senior expertise with respect to effective complaint management and processes.
• Be responsible for maintaining a system for tracking, analyzing and reporting client feedback activities and identifying trends and opportunities for improvement.
• Liaise with staff in Quality Improvement & Patient Safety, Patient Experience, Risk Management, Legal Services and Information Access and Privacy.

Education & Experience

• Master’s Degree in a relevant human services discipline.
• Five to seven (5 to 7) years' recent, related experience including conflict resolution/crisis intervention experience, preferably in a health care setting, as well as experience in providing clinical patient care and directing junior staff, or an equivalent combination of education, training and experience.

Knowledge & Abilities

• Advanced knowledge of complaint management processes in health care systems.
• Advanced organizational skills and ability to prioritize workload under time pressures to meet deadlines.
• Advanced knowledge of pertinent laws and legislation, including and not limited to, the Patient Care Quality Review Board Act, Freedom of Information and Protection of Privacy Act, and the Residents' Bill of Rights.
• Ability to exercise sound judgment, critical thinking and effective decision-making.
• Ability to communicate effectively, both verbally and in writing, with all levels of the organization, including advanced complaints management best practices, presentation and writing skills.
• Ability to analyze and problem-solve complex issues towards effective solutions.
• Ability to lead, participate in, and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
• Ability to work effectively with others, including working effectively in a multicultural environment, independently and as part of a team, and understanding the frameworks of other disciplines.
• Effective facilitation and negotiation skills.
• Ability to perform the duties of the position and operate related equipment, including computer software applications.
  
  

As per the current Public Health Orders, as of October 5, 2023, all employees working for Vancouver Coastal Health must be fully vaccinated for COVID-19 or have received a single dose of the most-recent, updated COVID-19 vaccine. Proof of vaccination status will be required.

Why Join Vancouver Coastal Health (VCH):

VCH is a world class innovator in medical care, research and teaching, delivering service to more than one million BC residents. At VCH, we embrace thinking boldly, taking smart risks, and 'going first' when we believe it will lead to the best possible outcomes for patients and their families. We invite you to join us in creating healthy lives in healthy communities by showcasing our passion for care, connection to the communities we serve and our culture of teamwork that makes VCH a great place to work.

• Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan
• Grow your career with employer-paid training and leadership development opportunities
• Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families
• Award-winning recognition programs to honour staff, medical staff and volunteers
• Access to exclusive discount offers and deals for VCH staff

Equity, diversity, and inclusion are essential to our goals of creating a great place to work and delivering exceptional care. We acknowledge and accommodate unique differences and ensure special measures are in place so that all prospective and current employees are given an opportunity to succeed.

We are committed to building a representative workforce and encourage applications reflecting diversity of sex, sexual orientation, gender identity or expression, racialization or ancestry, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.

Vancouver Coastal Health is proud to be recognized as one of Canada's Top 100 Employers in 2024.

Only short-listed applicants will be contacted for this posting.


***Employees of VCH must apply online via the Internal Career Portal on CareerHub, you are currently viewing the External Career Portal. Refer to the https://my.vch.ca/working-here/job-postings site for instructions on how to view internal job postings and how to apply as an employee. Current VCH employees who apply to this posting using this external site will be considered as an external candidate. Seniority will not apply.***

Thank you for your interest in Vancouver Coastal Health.