Patient Experience Coordinator Jobs

Click here to apply as an internal applicant.

Company : IWK Health

Req ID: 164225

Department/Program: Patient Experience and Accreditation , Quality, Patient Safety and Patient Experience

Location: Halifax

Type of Employment: Permanent Hourly FT ( 100% FTE) x 1 position(s)

Start Date: ASAP

Union Status: Non-union , Management/Non Union Bargaining Unit

Compensation: $ 26.0054 - $ 31.746 /hour

Closing Date: September 5, 2023 (Applications are accepted until 23:59 Atlantic Time)

IWK Health is a respected academic health sciences centre located in Halifax, Nova Scotia, providing tertiary and primary care for two million children, youth, adults and families each year across the Atlantic region. We have a team of approximately 4000 employees, physicians, volunteers and learners at sites across Nova Scotia . People build careers with IWK Health with our focus on training and mentorship opportunities. We recognize each other’s talent and celebrate our successes. We collaborate in modern facilities or virtually from home, align our work to our values , and enjoy access to enhanced benefits and wellness programs. We are proud to support our patients, families and communities and are grateful for the generous donor support we receive.

Promoting an anti-racist environment, and calling out discrimination as we work and provide care, is important to us. We are located in Mi’kma’ki, the unceded and ancestral territory of the Mi’kmaq people. Working in Mi’kma’ki and providing care to those across Atlantic Canada is a shared privilege with the original inhabitants who have lived here for many thousands of years prior to colonization. There are 13 First Nation communities across Nova Scotia, and more than 50 historic African Nova Scotian communities who also have a long, deep, and complex history dating back over 400 years. We have the highest percentage of people with disabilities in the country. Nova Scotia has the highest proportions of transgender and non-binary people than any other province or territory in the country. We are active in our work to eliminate discrimination, but have more work to do to build that trust, acknowledge our biases and reduce the barriers our diverse communities face. We want IWK Health to be a safe and supportive space of equity and belonging in the care we provide and the employment we offer. We welcome all interested persons who self-identify as Indigenous, Black/African Nova Scotians, Persons of Colour, Immigrants/Newcomers, Persons with Disabilities, 2SLGBTQIA+ to apply to support our goal for our workforce to be representative of the patients, families, and communities that we care for at all job levels.

The Opportunity

The Patient Experience Coordinator is self-directed and responsible for coordinating all aspects of the patient and family experience feedback process and various IWK Health patient experience surveys. Identification of issues/risks, feedback, and experience evaluation is used to promote organizational learning to improve people centered care, patient safety, mitigate risks and improve overall quality of care and service. The position will respond to patient experience feedback, communicating concerns, suggestions and compliments to the most responsible person(s) for review and follow-up. The position is also responsible for developing, deploying, analyzing and reporting IWK Health experience surveys in an accurate, complete and timely manner. The Patient Experience Coordinator works collaboratively with all IWK Health teams and individually with minimal supervision. The Patient Experience Coordinator helps to build internal capacity through strong leadership and engagement of staff, physicians, learners, and volunteers to bring the voice and input of patients and families to improve the overall care experience. In this role, the Patient Experience Coordinator helps to build partnerships with Patient and Family Partners (PFPs), and the Family Leadership Council. Additionally, this role supports organization wide initiatives impacting the care experience including staff engagement, policy development, and compliance with accreditation standards.

Hours of Work

Monday-Friday, 0800-1600.

Your Qualifications

• Strong communication skills (oral and written)
• Undergraduate university degree in healthcare or a related field from an accredited educational institution or an equivalent amount of education, training, and experience.
• Strong attention to detail
• Strong database management skills and ability to perform data analysis; experience with Meditech, SIMS and REDCap considered assets.
• Minimum 3-5 years of related work experience with minimal 2-3 years in a healthcare setting.
• Excellent knowledge of the healthcare environment.
• Excellent working knowledge of business software (e.g. Microsoft 365 (Edge, Excel, Outlook, OneNote, OneDrive, PowerPoint, Teams)

T hank you for your interest in IWK Health.

Please note that we only contact applicants selected for interview/testing. If we invite you to participate in an assessment process (such as an interview or testing) you have the right to request accommodation. Please discuss your needs when invited to the assessment process.

This is a Management/Non Union bargaining unit position. Preference is given to bargaining unit employees for unionized positions. Successful applicants changing unions, bargaining units or employment status, are advised to seek clarification regarding their seniority, benefits, and vacation entitlement and/or usage, prior to accepting the position.

An offer of employment is conditional upon the completion and satisfactory results of all applicable background checks and confirmation of credentials. Additionally, as per Nova Scotia’s COVID-19 Vaccine mandate, any offer of employment will be conditional upon submitting proof of full vaccination status. Medical exceptions or any other kind of requested exception based upon the Health Centre’s obligations pursuant to the Nova Scotia Human Rights Code will be considered on a case-by-case basis

I f you are an employee of IWK Health , please apply through the internal careers page to ensure you are flagged as an internal applicant.