Manager Patient Care Quality Office (PCQO)
$96,449,600–$138,652,800 year
On-siteVancouver, British Columbia, Canada
Job Summary
Liaise with patients, residents, families, staff, physicians, and external partners to navigate rights, responsibilities, and organizational processes while acting as a resource for leaders on difficult relational issues. Receive, triage, and investigate complaints using a trauma-informed lens, negotiate resolutions to satisfy complainants, and minimize liability risks. Ensure senior leadership is aware of high-risk complaints involving litigation potential, financial implications, or serious harm. Collaborate with the Indigenous Wellness and Reconciliation Department to create transparent processes for culturally safe advocacy and access resources for Indigenous individuals. Utilize the Complaints Module to systematically collect, analyze, and report data to programs, services, leadership, and the Board. Participate in diverse projects and committees to develop strategies, prepare reports, and implement changes based on provincial and national trends in patient relations. Maintain regional awareness by networking with facilities across British Columbia and conducting industry comparisons.
Required Qualifications
- Master's Degree in a health-related field
- minimum of five (5) years' recent leadership experience in a health care environment
- Demonstrated ability to work with Indigenous communities and partners and build positive and meaningful relationships based on mutual trust and understanding
- Demonstrated familiarity with the principles of Indigenous Cultural Safety and the practice of humility
- Demonstrated knowledge and understanding of the inequities in social determinants of health and wellness
- Demonstrated knowledge of pertinent laws and legislation, including the Patient Care Quality Review Board Act, the Freedom of Information and Protection of Privacy Act, and the Residents' Bill of Rights
- Demonstrated knowledge of health care disciplines and their role in patient care
- Demonstrated ability to exercise judgment and sensitivity working with complex, confidential, and sensitive issues
- Demonstrated ability to plan and establish a course of action for self and others that are results oriented
- Demonstrated facilitation skills
- Demonstrated knowledge of patient relations and complaints management best practices
- Demonstrated ability to identify and analyze situations and problems such that viable solutions are found
- Demonstrated oral and written communication skills that show an understanding of the essence of the issues and the ability to communicate effectively to the intended audiences
- Demonstrated ability to work under pressure and maintain and refine priorities in a complex and varied environment
- Demonstrated commitment to change and process management
- Demonstrated ability to respond to the health care needs of the public and community partners
- Demonstrated ability to seek partnership opportunities and actively promote positive relations
- Demonstrated awareness of the interdependence between organizational systems and its participants and the ability to consider the whole in the formulation of solutions
- Demonstrated computer skills necessary to understand and utilize information systems and operate word processing, spreadsheets, and database technology
- Physical ability to perform the duties of the job
- A criminal record check
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