Come work as an Intake Coordinator, Patient Care Quality Office with Vancouver Coastal Health (VCH)!

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 an Intake Coordinator, Patient Care Quality Office 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.
• Receive all incoming complaints, concerns, inquiries and compliments both internal and external stakeholders to VCH and determines the type and urgency of complaint/inquiry received.
• Review and perform initial resolve, or may re-direct more complex complaints/concerns to a PCQO Liaison for follow up.
• Maintain the department’s system for tracking, analyzing and reporting client feedback activities in the BC Patient Safety & Learning System (PSLS).
• Provide analytics support to the Regional Manager, Regional Director and PCQO Liaisons in the tracking, management, resolution and education of patient/client/resident issues.
• Works closely with all members of the PCQO team, VCH Executive Office, Quality & Patient Safety, Risk Management, and Communications and Public Affairs, referring to them all client feedback issues with the potential for liability or other risks to VCH.

Education & Experience

• Bachelor's degree in a relevant human services discipline.
• Three to five (3 to 5) years of recent, related public and client relations experience preferably in a health care setting, or an equivalent combination of education, training and experience.

Knowledge & Abilities

• Demonstrated ability to deal effectively with the public and staff in a courteous, tactful and diplomatic manner.
• A high degree of discretion and maturity in handling confidential information in sensitive and potentially emotionally charged situations.
• Decision-making ability to appropriately triage all incoming complaints and inquiries from patients, families and staff.
• Demonstrated understanding of complaints management, the BC Patient Safety & Learning System (PSLS), quality improvement and clinical/medical terminology.
• Good working knowledge of software applications, including Word, PowerPoint and Excel.
• Demonstrated ability to work under pressure and meet deadlines.
• Demonstrated ability to function independently and organize work effectively.
• Physical ability to perform the duties of the position.

As per Ministry of Health policy, all health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these records will allow for offering of any missing vaccines, and for appropriate actions to be taken in the event of any future exposure to a communicable disease or during outbreaks. For all new hires and appointments to Vancouver Coastal Health, you will be asked to provide this information as part of the onboarding process.

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

At Vancouver Coastal Health, our vision of healthy lives in healthy communities inspires us and our values and pillars guide us. We support equitable practices, diverse teams and inclusive environments, which are vital to creating welcoming spaces where everyone can bring their whole selves to work and feel supported. We encourage applications from equity-deserving communities, including Indigenous Peoples and members of racialized groups, people with disabilities and people of all gender identities and expressions and sexual orientation.

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.