Manager, Patient & Resident Experience

• Classification: Manager
• Union: COV OUT OF SCOPE
• Department: Patient Experience
• Primary Location: Misericordia Community Hosp
• Employee Class: Regular Full Time
• FTE: 1.00
• Posting End Date: 03-NOV-2021
• Date Available: 13-NOV-2021
• Hours per Shift: 7.75
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days
• Days Off: Saturday/Sunday
• Salary: Covenant Health offers a competitive compensation and benefits package
• Vehicle Requirement: Not Applicable

A Baccalaureate degree in a clinical discipline, allied health or health-related disciplines such as public health or health care administration. Minimum five years’ experience in a healthcare leadership position focused on patient experience. Knowledge of current healthcare-related legislation, including the Protection of Persons in Care Act, Personal Directives Act, Mental Health Act, Health Information Act (HIA) and Freedom of Information and Protection of Privacy Act (FOIP); knowledge of concerns management theories, principles, practices and processes. Excellent interpersonal, written and verbal communication and listening skills and 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; ability to work independently, exercise sound judgment and be highly flexible in managing variable and unpredictable situations with solid leadership, problem-solving and decision-making skills. Demonstrable problem-solving skills and ability to quickly resolve issues and concerns.

Comprehensive clinical knowledge of provincial and regional organizational structure, patient care and service delivery, resource utilization, and factors that affect patient care. Working understanding of ethics and commitment to Covenant Health’s ethical framework. Knowledge of quality improvement theories and current practices. Knowledge and experience in the management of clinical and program operations. Demonstrated excellence in customer service and commitment to quality health care. Understanding of risk management and patient safety principles and practices. Understanding and commitment to Covenant Health’s Mission, Vision and Values. Clinical and/or patient education experience, i.e., in needs analysis, development and implementation of in-service education. Demonstrable knowledge of concerns management theories, principles, practices and processes. Proficient with Microsoft Word, Excel, Access and the web-based interfaces. License(s)/Certification(s): Active license and registration with the appropriate provincial licensing body, required (i.e. CARNA, ACSW, etc.). Professional Technical Designation: Active membership with the appropriate provincial licensing body, required (i.e. CARNA, ACSW, etc.).

Masters Degree in a related health care field of study. Working knowledge of NetCare/RLS/VAX/ applications are also assets.