Manager Patient Care Quality Office (PCQO)
On-siteVancouver, British Columbia, Canada
Job Summary
Oversee a complex service by liaising with patients, residents, families, and community partners to navigate organizational processes and clarify rights. Support patient relations systems and policies while triaging, investigating complaints, and facilitating resolution through a trauma-informed lens. Communicate with complainants and escalate high-risk issues involving litigation, financial implications, or serious harm to leadership. Collaborate with the Indigenous Wellness and Reconciliation Department to create transparent processes for culturally safe advocacy and access resources. Utilize the Complaints Module for systematic data collection, analysis, and reporting to senior leadership and the Board. Participate in diverse committees to develop strategies, prepare reports, and implement changes based on provincial and national trends in patient relations. Maintain awareness of regional activities and network with facilities across British Columbia to advance service delivery standards.
Required Qualifications
- Master's Degree in a health-related field
- minimum of five (5) years' recent leadership experience in a health care environment
- equivalent combination of education, training, and experience
- 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
Desired Qualifications
- Stays current with Indigenous cultural safety education and training
- collaborates with the Indigenous Wellness and Reconciliation Department when indicated
- Remains active in regional activities
- maintains awareness of current advancements of patient relations and complaints management service delivery across the continuum of patient care
- establishing working relationships through networking committees with other facilities throughout the Province of British Columbia
- Reviews related publications
- conducts industry comparisons
- attends workshops, seminars, and conferences as approved
- implements changes or new ideas as appropriate
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