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

Vancouver Coastal Health is looking for a Patient Care Quality Liaison to join the Patient Care Quality team. 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 Patient Care Quality Liaison with Vancouver Coastal Health you will:

• Support Vancouver Coastal Health (VCH) in its focus on establishing and maintaining effective relationships with our patients/clients/residents.
• Provide leadership and consultation in the identification, management, resolution and education of patient/client/resident issues and work in collaboration with key stakeholders, internal to the organization to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization.
• Ensure that avenues for patient/client/resident feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner.
• Also be responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization.
• Work closely with the Quality & Patient Safety, Patient Experience and Risk Management teams, referring to them all patient/family feedback issues with opportunities for quality improvement, potential liability or other risks requiring reporting to the Health Care Protection Program (HCPP).

Education & Experience

• Bachelor's degree in a relevant human services discipline.
• Three to five (3 to 5) years' recent, related experience in conflict resolution/crisis intervention, or an equivalent combination of education, training and experience.

Knowledge & Abilities

• Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents' Bill of Rights.
• Demonstrated knowledge of client relations and complaints management best practices.
• Demonstrated ability to exercise judgement and sensitivity working with complex, confidential and sensitive issues.
• Demonstrated knowledge of health care system issues and functions.
• Demonstrated analytical, problem solving and conflict resolution skills.
• Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
• Ability to provide consultation to healthcare professionals.
• Ability to develop, coordinate and deliver educational programs and presentations.
• Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team and understanding the frameworks of other disciplines.
• Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs.
• Demonstrated organizational skills and ability to organize and prioritize workload and work under time pressures to meet deadlines.
• Physical ability to perform the duties of the position.

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.