Careers at Western Health

Job Details * This vacancy is now closed *

Job Title:

Provincial Client Relations Manager

Posted Date:

8/28/2024

Closing Date:

9/12/2024

Functional Discipline:

Managerial

Job Description

Temporary Full-Time until 1 September 2025, with possible extension
Provincial Client Relations Manager
Quality, Risk Management and Accreditation Department
Location to be Determined

Applicants are being accepted for the temporary fulltime position of Provincial Client Relations Manager with both Zonal and Provincial responsibilities. The Provincial Client Relations Manager is a management position within the Provincial Quality, Risk Management and Accreditation Program, reporting to Provincial Director of Patient and Family Engagement and Experience and Accreditation. Reporting to the Director of Patient and Family Engagement and Experience and Accreditation, the Provincial Client Relations Manager will be responsible for applying a standardized approach to client relations management within the Zones of NLHS. The successful candidate will function with a high degree of independence and accountability within the mandate, vision and values of NLHS. The Provincial Client Relations Manager will be required to interact at all levels of the organization, across a broad spectrum of programs and services.

Duties will include, but not limited to:
o Support the management of the compliments and concerns process through communication, inquiry, analysis, consultation, response, documentation, and evaluation.

" Investigate concerns that have organizational-wide implications or require complex resolutions.

" Work with key stakeholders, internal and external, to facilitate communication, resolutions to client/family concerns and minimize recurrence.

" Provide follow-up on significant incidents and report to stakeholders.

" Ensure that avenues for client feedback are accessible, that concerns are addressed in a timely, appropriate and respectful manner.

" Ensure a systematic process for effective client communication, including monitoring and trending of client feedback.

" Maintain a database of compliments, concerns, outcomes and client satisfaction data.

" Determine trends and analyze concerns, compliments, and outcomes as a means of informing Quality Improvement initiatives with the appropriate programs and services.

" Facilitate the processing and communication of compliments received as an integral means of acknowledging service excellence within NLHS.

" Develop, coordinate and deliver educational programs and presentations as required.

" Work closely with the client navigators, risk managers, admin support, intake clerks and the data analysts.

" Develop briefing notes as requested.

The successful candidate must demonstrate an awareness of and be responsible for promoting and supporting person-and family-centered care, demonstrate a commitment to safety and partner with all team members to improve worker and patient safety by integrating safety into work practices, identifying risks and implementing improvements.

The successful candidate must demonstrate the key skills, behaviors, abilities, and knowledge as outlined in the five domains of the LEADS in a Caring Environment framework.

o Leading yourself by having self-awareness, managing your performance and health, developing yourself, and demonstrating character that is in line with NLHS' values;
o Engaging others through fostering development of others, contributing to the creation of a healthy organization, communicating effectively, and building effective teams;
o Achieving results by setting direction, strategically aligning decisions with vision, values, evidence, taking action to implement decisions, and assessing and evaluating outcomes;
o Developing coalitions through purposefully building partnerships and networks to create results, demonstrating a commitment to customers and service, mobilizing knowledge, and navigating socio-political environments;
o Transforming systems by thinking analytically and critically and questioning and challenging the status quo, encouraging and supporting innovation, orienting oneself strategically to the future, and championing and orchestrating change.

QUALIFICATIONS REQUIRED:

" Bachelor degree in a health-related field.
" A minimum of five (5) years' clinical experience.
" Ability to work with inter-disciplinary groups across program/service areas and have knowledge of health care system issues and functions as well as a good understanding of patient safety issues and risk management.
" Demonstrated ability to manage, organize and prioritize a very diverse and demanding workload in a complex environment.
" Demonstrated strong facilitation, evaluation and leadership skills.
" High degree of tact and diplomacy to foster effective resolution to identified issues.
" Demonstrated critical thinking skills; strong assessment and investigative skills, problem solving skills, sound judgment, and conflict resolution skills.
" Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on client needs is essential.
" Knowledge of clinical documentation systems for investigations of concerns.
" Consistent demonstration of NLHS' values: Innovation, Compassion, Accountability, Respect, and Excellence.
" A satisfactory record of work performance and attendance is required for this position.
" A satisfactory certificate of conduct from the RCMP or local police authority.

Preferred qualifications:
" Knowledge and skills in client satisfaction monitoring methodologies.

An equivalent combination of education and experience may be considered. Applicants claiming equivalency are required to explain in their cover letter how their education and experience meet the required qualifications.

The candidate may be required to travel. Use of a private vehicle is a condition of employment.

**A satisfactory record of work performance and attendance is required for this position.

Hours of Work: 70 hours per pay period
0830-1630 Hours; Monday to Friday (Flexibility Required)
Salary: $64,742.00 to $84,164.00 per annum
Competition Number: WH-2024001699
Competition Closing Date: 12 September 2024
Recruiter Name: Martina Fequet

NLHS values diversity and is an equal opportunity employer.

A resume, proof of qualifications, and the names of two references are required. Applicants who do not provide the necessary documentation as outlined on this job posting will not be considered.

To apply, go to https://employment.westernhealth.nl.ca. If you are having issues when using eRecruit, please email erecruit@westernhealth.nl.ca

Thank you for your interest with NLHS; however, only those applicants selected for an interview will be contacted.

Vacancy Detail

Search Criteria