Client Relations Officer
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.
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.
The Centre for Addiction and Mental Health (CAMH) is Canada's largest mental health teaching hospital and one of the world's leading research centres in its field. CAMH is fully affiliated with the University of Toronto and is a Pan American Health Organization/World Health Organization Collaborating Centre.
With a dedicated staff of more than 3,000 physicians, clinicians, researchers, educators and support staff, CAMH offers outstanding clinical care to more than 34,000 patients each year. The organization conducts groundbreaking research, provides expert training to health care professionals and scientists, develops innovative health promotion and prevention strategies, and advocates on public policy issues at all levels of government. And through our Foundation, we're working to raise tens of millions of additional dollars to fund new programs and research and augment services.