- 📁
- Leadership
- 📅
- COV00049530 Requisition #
- 📅
- Mar 25, 2025 Post Date
Your Opportunity:
The Patient and Resident Experience Manager is responsible for leading, executing, implementing, analyzing, evaluating and reporting on targeted patient and resident experience improvement initiatives within assigned service areas. Reporting to the Corporate Director, Quality, Patient Safety & Experience, this position will provide administrative, operational and strategic leadership within the Quality portfolio to the Patient Relations Department and the Patient & Resident Engagement Department. PLEASE NOTE: Travel is required, and may include the use of a personal vehicle. A standard driver s abstract may also be required for use of corporate lease vehicles.
Description:
The Patient and Resident Experience Manager is responsible for leading, executing, implementing, analyzing, evaluating and reporting on targeted patient and resident experience improvement initiatives within assigned service areas. Reporting to the Corporate Director, Quality, Patient Safety & Experience, this position will provide administrative, operational and strategic leadership within the Quality portfolio. Patient Relations manages diverse, complex, and potentially high-risk investigations with multiple stakeholders across Covenant Health facilities. The Manager works collaboratively with the Patient Relations team, physicians and staff across all Covenant Health Operations teams and provincial bodies to respond to public feedback. The Manager participates in the development and implementation of programs and services related to system-wide patient and resident experience initiatives, collaborates with leadership, physicians, programs/department and staff to implement strategies for optimal patient and resident experience outcomes and oversees the concerns resolution processes, outcomes and evaluation. The Patient & Resident Engagement Department is responsible for providing leadership, management and coordination of the Patient & Resident Engagement programs for Covenant Health. The Manager oversees the identification and alignment of strategic priorities for the organization related to engagement standards of practice and promotes the integration of evidence-based patient/resident engagement strategies and tools in alignment with Covenant Health strategic and operational plans and stewardship accountabilities. Expectations include interactions, coaching and facilitation across the Covenant Health leadership structure, including Board, Senior Leadership, and physicians. Travel to other Covenant Health sites is required. This position is non-unionized.
- Classification: Manager
- Union: COV OUT OF SCOPE
- Unit and Program: Patient & Resident Experience
- Primary Location: One Twelve Campus
- Location Details: Eligible to work hybrid (on/off site) within Alberta
- Employee Class: Regular Full Time
- FTE: 1.00
- Posting End Date: 03-APR-2025
- Date Available: 21-APR-2025
- Hours per Shift: 7.75
- Length of Shift in weeks: 2
- Shifts per cycle: 10
- Shift Pattern: Days
- Days Off: Saturday/Sunday
- Minimum Hourly Salary: $47.59
- Maximum Hourly Salary: $71.39
- Vehicle Requirement: Driver's License, Vehicle Provided
Bachelor’s degree in nursing or relevant clinical area, healthcare/business administration or related field. Minimum five (5) years experience clinical or administrative experience in a healthcare leadership position with a focus on patient experience. Previous experience in working with patients, residents, family members, physicians, administration, leadership and staff required. Knowledge and experience in the management of clinical and program operations. Clinical and/or patient education experience, particularly in the areas of needs analysis, development, and implementation of in-service education. Computer proficiency to include Microsoft Word, Excel, PowerPoint, Access and Outlook. Excellent interpersonal, written and verbal communication, and listening skills, as well as the ability to communicate effectively in a cooperative, respectful and sensitive manner with individuals from diverse backgrounds, including all levels of the organization including executive members and regional counterparts. Strong conflict resolution, negotiation, and group facilitation skills. Must have a vehicle for travel between sites.
Additional Required Qualifications:
Demonstrated ability to handle concerns and investigations containing significant clinical, procedural, technical and ethical dimensions while maintaining discretion, diplomacy, and tact, as well as impartiality and neutrality. Must be able to work independently, exercise sound judgment, and be extremely flexible in managing variable and unpredictable situations with strong leadership, problem-solving and decision-making skills. Strong commitment to participation within a collaborative team environment. Demonstrated excellence in customer service, person-centred care and commitment to quality health care.
Preferred Qualifications:
Master’s degree in nursing or relevant clinical area, healthcare/business administration or related field. Strong problem-solving skills and ability to quickly resolve issues and concerns. Ability to develop and lead interactive and engaging training and education programs relevant to service excellence. A proven track record of effectively interfacing, training, presenting information (written and verbal communication) to multiple staff, leadership and stakeholder audiences.
Hiring Requirements
The following must be provided prior to your first day of work:
Security Screening: Satisfactory criminal record check and/or Vulnerable Sector Search (as applicable based on position). Additionally, all employees have an ongoing duty to disclose any charges or convictions with Covenant Health.
Find Your Calling
Our diverse teams of employees, physicians and volunteers share a deep commitment to serve - selflessly sharing their gifts and talents for the greater good. We support each individual's personal calling to serve. Our culture enables decision-making at all levels, healthy relationships, personal and professional growth, ethical discernment and wellness.
We welcome people of all faiths, cultures and traditions. We celebrate the contributions of all our employees, and strive to create a community of care that brings hope and healing to both caregivers and those we serve.
Join our team today and find your calling.