Non-UnionLAKERIDGE HEALTHMANAGERPATIENT AND FAMILY CENTRED CAREFULL TIMEDays (subject to change)Lakeridge Health Ajax/Pickering, with cross site responsibilitiesNON:1700000861 This position is open to staff throughout Lakeridge Health commencing May 24, 2017 and closing at 11:59 pm on June 5, 2017The Patient and Family Centred Care (PFCC) Manager provides oversight to the Patient Relations and Patient and Family Centred Care teams. The PFCC Manager actively supports the philosophy, goals and objectives of the Patient Experience Program, the education and programmatic activities that promote and implement PFCC behaviours, and the coordination of opportunities for patients and families to contribute to the mission, vision, and values of Lakeridge Health. This role will educate and implement patient experience models, behaviours and initiatives contributing to Lakeridge Health’s Strategic Plan. This role is integral to achieving the hospital’s strategic direction to “provide the best experience for you and your family”.In addition to ensuring a streamlined approach for patients to access the office of patient relations and receive timely responses, this role also ensures compliance with the Excellent Care For All Act (2010) which requires that all hospitals have a patient relations process in place and that patient surveys are conducted at least annually. The PFCC Manager ensures patients/families are treated fairly, without prejudice or bias. Working collaboratively with Leaders and Clinical Teams, this position provides expertise and support to Lakeridge Health providers in understanding, acknowledging and including the patient’s and family’s perspective in the planning, delivery and evaluation of health care services. Qualifications:*Bachelor’s degree in a health related field required*Minimum 3 years of clinical experience in a hospital setting*Knowledge in Patient and Family Centred Care principles and concepts *Strong customer service orientation*Track record implementing complex change initiatives*Evidence of innovative leadership skills and proven ability to foster a collaborative team approach to decision making*Understanding of patient relations *Experience in project management*Excellent interpersonal skills in negotiation, conflict resolution and consensus building with a participative / consultative style that brings consensus*Ability to relate effectively with front-line staff and all levels of management, physicians, patients and families*Experience in business, financial and human resource management, including planning, analytical and organizational skills*Excellent verbal and written communication skills, with demonstrated experience with public speaking, presentations, and group facilitation*Experience in education, training and coaching*Self-directed/self-starter, with ability to deal with multiple stakeholders and competing priorities*Ability to relate to diverse age, cultural, and demographic backgrounds*Demonstrated commitment to our core values of Compassion, Innovation, Courage and Trust*Demonstrates a commitment to customer service when dealing with patients, colleagues, volunteers and other members of the community and public. *Demonstrated understanding of and commitment to Lakeridge Health's comprehensive safety program and practices including staff, patient, and environmental safety and participation in regular in-service education in this area;*Demonstrated pattern of good attendance and work recordCONDITIONS OF EMPLOYMENT:This position is open to all qualified staff throughout Lakeridge Health.The terms and conditions of employment are in accordance with Lakeridge Health's policies and procedures.Accommodation will be provided in all parts of the recruitment and assessment process as required under Lakeridge Health's Employment Accommodation policy. Applicants need to make their needs known in advance.