Patient Relations Consultant
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- Corporate Professionals
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- COV00056517 Requisition #
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- 1 day ago Post Date
Your Opportunity:
Are you looking for a place where people truly matter? At Covenant Health, we believe our team is what makes us special. As one of the World’s Most Ethical Companies and recognized as one of Alberta’s Top Employers, we offer a workplace where you can grow, feel supported, and make a meaningful difference. Are you passionate about fostering a safe, respectful, and responsive environment for patients, residents, and families? Covenant Health is seeking a Patient Relations Consultant to join our team and play a key role in addressing patient concerns and recognizing positive experiences across our organization. In this position, you will lead and coordinate investigations, ensuring concerns are reviewed thoroughly, addressed in a timely manner, and resolved in alignment with Covenant Health’s mission, values, and ethical principles. You will act as a trusted liaison between patients, families, physicians, and staff, facilitating open communication and fair, respectful resolution in accordance with provincial legislation and organizational policies. You will also identify emerging trends, contribute to quality improvement initiatives, and support education efforts to strengthen concern resolution practices across Covenant Health. This role is ideal for a skilled communicator and relationship builder who brings sound judgment, a solutions-focused mindset, and a strong commitment to patient-centred care. Are you ready to be the difference in health care? Make your impact by delivering quality, compassionate care to people across the province. Join Covenant Health today and help us build a healthier Alberta. Please note that travel between Covenant Health sites is required and may involve the use of a personal vehicle.
Description:
The Patient Relations Consultant manages complex, high-risk, and often sensitive patient concerns across Covenant Health facilities. Acting as a key liaison, the Consultant works collaboratively with patients, families, physicians, operational leaders, and external partners to support fair and timely resolution of concerns while protecting patient interests and minimizing organizational risk. This role leads and coordinates investigations that may involve multiple stakeholders, clinical complexity, and ethical considerations. The Consultant gathers and analyzes information, reviews health records, facilitates meetings, and communicates outcomes in alignment with the Provincial Patient Concerns Resolution Process and applicable legislation. The Consultant plays a critical role in maintaining strong relationships and trust between Covenant Health and the communities it serves. This includes managing emotionally charged situations with professionalism, diplomacy, and impartiality, while ensuring all documentation and data management requirements are met. In addition to concern resolution, the Consultant identifies trends and systemic issues, contributing to quality improvement and patient safety initiatives. The role also supports education and coaching for staff and leaders to strengthen concern management practices across the organization. Working with a high degree of independence, the Patient Relations Consultant exercises sound judgment in complex and unpredictable situations, ensuring alignment with Covenant Health’s mission, values, and ethical principles. This position is non-unionized.
- Classification: Consultant
- Union: COV OUT OF SCOPE
- Unit and Program: Patient Relations
- 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: 27-APR-2026
- Date Available: 11-MAY-2026
- 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: $39.99
- Maximum Hourly Salary: $59.98
- Vehicle Requirement: Driver's License, Vehicle Required
A Bachelor’s degree in a health or clinical discipline (e.g., Nursing, Social Work, Health Promotion) is required. Active registration and licensure with the appropriate provincial regulatory body (e.g., CARNA, ACSW or equivalent) is required. A minimum of 5 years of experience in an acute care environment working with patients, families, physicians, and interdisciplinary teams is required.
Additional Required Qualifications:
Demonstrated experience managing complex, sensitive, or high-risk situations involving multiple stakeholders is required. Strong knowledge of relevant healthcare legislation and frameworks (e.g., Health Information Act, FOIP, Mental Health Act, Protection of Persons in Care Act) is required. A comprehensive understanding of healthcare systems, patient care delivery, and organizational structures is required. Proven ability in conflict resolution, negotiation, and facilitation, with a focus on fair and respectful outcomes, is essential. Excellent interpersonal, written, and verbal communication skills, with the ability to engage diverse stakeholders, are required. The ability to exercise sound judgment, discretion, and diplomacy in emotionally charged or high-pressure situations is essential. Strong critical thinking and problem-solving skills, with the ability to manage competing priorities independently, are required. Proficiency with Microsoft Office applications is required, and experience with healthcare systems such as NetCare and/or concern tracking systems (e.g., FACT) is considered an asset. A demonstrated commitment to patient-centred care and quality improvement is required. A valid driver’s license and access to a personal vehicle for travel between sites is required.
Preferred Qualifications:
A Master’s degree in a related health or clinical discipline is preferred. Experience in patient relations, concern management, or investigations within a complex healthcare environment is preferred. Experience in quality improvement, risk management, or patient safety initiatives is considered an asset. Formal training in disclosure processes (e.g., disclosure coach training) is preferred. Experience providing education, coaching, or facilitation to staff and leaders is considered an asset.
Hiring Requirements
Please submit your resume to apply. We will review only the information provided in your resume during the screening process.
The following must be provided prior to your first day of work:
Security Screening: As a condition of employment, all employees are required to provide a satisfactory Criminal Record Check and to disclose of previous convictions, record suspensions or pardons received for charges of sexual assault or other sexual offences to Covenant Health prior to commencement of any work, including training or orientation shifts.
Be the Difference
Covenant Health invites you to be the difference in people's lives, your career, and your community. Guided by faith-based values, integrity, and compassion, every role contributes to person-centered care and a deeper purpose. Employees are supported through mentorship, education, and growth opportunities, working with inclusive teams that value collaboration and belonging. Together, Covenant Health advances healthcare innovation and shapes a healthier, more compassionate future for Alberta and beyond.