Non-UnionLAKERIDGE HEALTHPATIENT EXPERIENCE CONSULTANTPATIENT EXPERIENCEFULL TIME8 Hour Shifts - Days, and Evenings,(subject to change)Lakeridge Health Oshawa, with cross site responsibilities to Bowmanville, Port Perry, Whitby, and Ajax/PickeringSalary: $36.943 - $41.290NON:1800000266 The Patient Experience Consultant supports the development and implementation of patient experience improvement initiatives utilizing best practice initiatives available in health care and other service industries. The position is responsible for assessing and improving patient experience through analysis of patient survey results, complaint and grievance reviews, as well as feedback from staff and physicians. The work is performed under the direction of the Patient and Family Centred Care Manager and Director of Patient Experience.The Patient Experience Consultant works closely with Patient and Family Experience Advisors, Patient Experience Specialists, Volunteer Resources and all staff and physicians in identifying gaps in service delivery and recommending and implementing improvements. Job Duties:*Responsible for collaborating with Volunteer Resources in refining processes for recruitment, screening, orientation and ongoing support of Patient and Family Experience Advisors *Actively promotes teamwork between Patient and Family Experience Advisors and paid staff; fostering motivation and understanding*Establish goals and opportunities responsive to the needs of patient experience initiatives *Conducts regular evaluations to assure goals and objectives are continually being met to the highest standards*Works in conjunction and collaborates with the Volunteer Resources team to manage the Patient and Family Experience Advisor program *Maintains wide-ranging, current knowledge of patient and family experience / patient and family centered care concepts in healthcare*Continuously seeks leading customer experience practices from other service industries that can be applied in health care*Supports the implementation of patient experience initiatives and evaluation frameworks*Synthesizes data from patient surveys, WeCARE patient relations data and other feedback sources to understand current perceptions of care and creates reports to share with all stakeholders*Partners and collaborates with external groups where appropriateQualifications:*Bachelor's degree preferred*Minimum 3 years of clinical experience in a hospital setting an asset*Knowledge in Patient and Family Centred Care principles and concepts, and customer experience models from different industries an asset *Experience in project management*Experience in data analysis and reporting*Excellent interpersonal skills 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*Excellent verbal and written communication skills, with demonstrated experience with presentations and group facilitation*Detail oriented organizational skills*Self-directed/self-starter, with ability to deal with multiple stakeholders and competing priorities*Strong critical thinking skills*Effective at building relationships and gaining credibility with stakeholder groups*Demonstrated high level of integrity, trust and credibility*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.