The Centre for Addiction and Mental Health (CAMH)
Sep 16, 2019Full time
EMPLOYMENT OPPORTUNITY Client Relations Officer Professional Practice Position Description CAMH Professional Practice Office is recruiting a full-time, permanent Client Relations Officer. Reporting to the Sr. Director, Quality, Innovation, Patient Safety and Experience, and working collaboratively with staff and physicians to promote an extraordinary/positive patient experience, the Client Relations Officer is responsible for responding to compliments, inquiries and complaints. The Client Relations Officer provides an objective resource for addressing client and family concerns in the system related to care and is responsible for leading the investigation of complaints, ensuring ensure that the investigative process is accountable, transparent, conducted with due diligence and that it is in compliance with the regulations pertaining to the patient relations process under ECFAA 2010. In this role, you will work across all CAMH sites to provide a coordinating function for client and family feedback including compliments and complaints. You will work with a wide range of stakeholders internally and externally to the organization including the office of CAMH President and CEO, Physician in Chief, CAMH General Counsel, CAMH leaders and managers, Empowerment Council, Psychiatric Patient Advocates, Office of Family Engagement, Office of Provincial Ombudsman as well as staff in direct care. You will be accountable for ensuring that the feedback is documented and responded to in a timely manner. You will also prepare and present formal reports to CAMH leaders and the Clinical Quality Committee of the CAMH Board of Trustees. You will monitor performance of the patient relations process at CAMH, evaluate the outcomes and impacts, identify potential improvements, and implement same where appropriate. You will maintain linkages with external stakeholders and colleagues. You will supervise and support staff within the client/patient relations service and support colleagues across CAMH in investigating the concerns and mediate disagreements as required. You will build trust and respect with stakeholders; share the patient/family experience perspective to inform decision making and use patient/family feedback to identify opportunities for improvement and impact change at both the individual and system level. As part of supporting a positive patient experience, you will actively participate in key CAMH initiatives and committees and engage with patients and families as part of quality reviews. You will support a workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located at 100 Stokes Street. Qualifications Master’s degree and 5 years progressive experience in health care, preferably in mental health and addictions. Regulated Health Professional with membership in good standing with the relevant regulatory college; membership in Ontario Patient Relations Association (OPRA) is an asset Expert mental health clinical skills, including crisis intervention, in addition to a sophisticated understanding of complexity and nuance inherent to the mental health and addictions therapeutic milieu Expert mediation and conflict resolution, preferably with formal training in Alternative Dispute Resolution techniques Strong negotiation skills combined with an awareness of professional roles & functions of diverse disciplines within integrated clinical teams, and can effectively liaise with external programs & agencies. You must demonstrate the ability to provide leadership and organizational effectiveness in managing client/patient/family complaints/concerns, and a commitment to enabling clients/patients/family members to exercise their rights. Prior experience in a leadership capacity in patient relations is an asset. Excellent communication (both oral and written), interpersonal, and presentation skills and should possess excellent judgment, tact and diplomacy to work with diverse teams and stakeholders. Possess a compassionate and emotionally resilient approach to complex challenges inherent in a leadership role in a patient relations process An in-depth understanding of the Ontario health care system and related legislation is required. This includes, but is not limited to, Excellent Care for All Act (ECFAA), 2010; Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, Personal Health Information Protection Act, and Quality of Care Information Protection Act Demonstrated skills to liaise effectively with stakeholders in the community on behalf of CAMH, demonstrated sensitivity to the principles of diversity and culture, the ability to challenge and to motivate others and the ability to forge strong relationships with staff and the clients they serve are required. Excellent Computer skills (Access, Excel, Powerpoint, Project, Outlook, Feedback Monitor Pro, etc) and an understanding of databases are essential. Demonstrated ability in oral presentation, data analysis and report generation and report-writing skills Demonstrated awareness and adherence to established standards of professional practice and personal conduct Bilingualism (French/English) or proficiency in a second language is an asset. Please Note: This full-time, permanent position is not part of any Bargaining Unit. Salary Range: Competitive Salary and Benefits CAMH is a Tobacco-Free Organization. CAMH is fully affiliated with the University of Toronto and is a teaching hospital and research institute. As a CAMH employee you will be expected to actively support CAMH’s teaching and research activities, in addition to supporting the clinical work of the hospital. As an employment equity employer CAMH actively seeks Aboriginal peoples, visible minorities, women, people with disabilities, (including people who have experienced mental health and substance use challenges), and additional diverse identities for our workforce. We thank all applicants for their interest, however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should accommodation be required.