The Patient Concerns Consultant must possess considerable skill to balance diverse and conflicting interests, and expectations. The PCC takes a leadership role in the interaction and corresponding communication between patients, families, visitors and Alberta Health Services staff/physicians/executives and provides a means through which patients and families can seek solutions to concerns. This role requires the individual to be a clinical resource for the Patient Concerns team with the ability to work effectively in unpredictable and volatile situations. The role also requires an individual who can incorporate the principles of natural justice in the concerns resolution process, retaining impartiality and neutrality.

The PCC is a senior professional position which is responsible for receiving, investigating, and responding to patient concerns that are submitted to the Patient Relations Department. The PCC is guided by the Alberta Health Services (AHS) Patient Concerns Resolution Process (PCRP), as per the Patient Concerns Resolution Process Regulation, AR 124/2006.

In collaboration with clinical and operational leaders, the PCC facilitates the development and implementation of the AHS PCRP, and proposes changes when appropriate to help improve the timely, expeditious and efficient management of patient concerns within AHS. The PCC identifies opportunities for improvement related to the AHS PCRP, sharing of learning’s and culture development.

The role of the PCC is to:
– Receive, investigate and respond to concerns from patients and family members regarding care received from AHS or contracted service providers of AHS.
– Navigate the patients / families concern by communicating, mediating and negotiating with all levels of leadership.
– Monitor the review process with the initiator of the concern and the review team.
– Play a key role in establishing, fostering, and managing relationships while facilitating the resolution of complex and sensitive issues.
– Educate and coach patients / families, AHS leadership and external stakeholders on concerns management processes.

The PCCs day-to-day operations will be guided by AHS policies and procedures and applicable legislation, such as the Alberta Ombudsman’s Act, PCRP Regulation, Health Information Act, Freedom of Information and Protection of Privacy Act, Alberta Evidence Act, Mental Health Act, the Protection of Persons in Care Act and the Child Youth and Family Enhancement Act. These policies, procedures and applicable legislation will also help to provide direction and parameters under which this role will function.

NOTE:  This is a P3 level position.

All Management and Out Of Scope positions are being reviewed for possible inclusion in the AUPE General Support Services bargaining unit. If this position is impacted, the incumbent will be notified accordingly.

Training:
– Training in the concerns resolution process as established by Patient As Partners.
– Conflict Resolution Courses.
– Courses in the delivery of customer service excellence.
– Courses outlining relevant government acts relating to healthcare (i.e.: Freedom of Information and Protection of Privacy Act, Health Information Act, Protection for Persons in Care Act).
– Courses relating to bereavement, mental health, addictions and clinical ethics.
– Courses in computer applications (Word, Excel, Outlook, PowerPoint, Visio, Access).
– Familiar working with software programs such as Microsoft Lync and SharePoint.

Experience:
– 5 -10 years experience in a healthcare environment, dealing with patients, physicians, administration and staff.
– Management experience in a health care setting is an asset.
– Proven leadership skills.
– Highly developed critical thinking skills.
– Exceptional mediation, negotiation, conflict resolution skills.
– Excellent written and verbal communication skills.
– Computer knowledge and proficiency in Microsoft applications such as Word, Excel, Outlook, PowerPoint, Visio, Access.
– Demonstrated ability to deal with stressful situations as well as work under tight deadlines.
– Must be able to meet the physical demands of the job.
– Will require travel based on the portfolio needs and project assignments.

License(s)/Certifications:
– Member in good standing with their Regulatory College.