Careers at Niagara Health

Job Details

Job Title:

PATIENT EXPERIENCE PROGRAM COORDINATOR, FT

Posted Date:

2025-05-30

Closing Date:

2025-06-05

Functional Discipline:

CORPORATE

Job Description

VACANCY DETAILS

VACANCY NUMBER: 40647AC

JOB TITLE: PATIENT EXPERIENCE PROGRAM COORDINATOR, FT
STATUS: FULL TIME
DEPARTMENT: OFFICE OF PATIENT EXPERIENCE
LOCATION: MAROTTA FAMILY HOSPITAL-ST. CATHARINES SITE/MULTISITE
HOURS OF WORK: 75 HOURS PER PAY PERIOD

POSTING DATE: 30 MAY 2025
CLOSING DATE: 05 JUNE 2025

UNION: NON UNION
WAGE RANGE: $37.283 TO $42.182 PER HOUR

POSITION OBJECTIVE:
Reporting to the Manager, Patient Experience and Volunteer Resources, and Director, Patient Experience, the Patient Experience Program Coordinator will play a supporting role to the Patient Experience portfolio including Patient Experience, and Volunteer Resources. The Coordinator will also assist in supporting the Niagara Health Engagement Network (NHEN), the Essential Care Partner Program (ECP) and the STAR staff recognition program. Supporting communications, file management and program processes, this role will support the portfolio in many facets. The Patient Experience Program Coordinator will also assist in supporting Patient Experience with some basic processes with patients and families who may visit a NH site in the aim of connecting with the Patient Experience team. This may include triaging complaints from voicemail and email to the Patient Experience Specialists, reviewing scripting and tools supporting responses to patient and families and supporting reports and data review.

RESPONSIBILITIES & DUTIES:
o Work closely with the Director, Patient Experience, and the Manager Patient Experience and Volunteer Resources to support initiative and project work, patient and family engagement, the Patient Experience process regarding compliments and concerns, and programs within the portfolio (NHEN, STAR, ECP, and Patient Experience Steering Committee)
o Monitoring and understanding trends in healthcare around partnering with patients and families and building patient centred care and the role the voice of patients and families play in building new care delivery strategies
o Prepare and update materials required for meetings; by using different digital communication mediums: written, video, surveys, etc.
o Overseeing multiple projects and deadlines and being flexible when priorities shift
o Assist and support in responding to urgent and non-urgent Patient Experience concerns
o Assist in maintaining relationships with partner organizations and internal teams
o Assist in identifying opportunities for increasing engagement with target audiences
o Provide direct support on strategic projects to improvement engagement and patient and family experience for both internal and external stakeholders
o Supporting the team in establishing best practices framework and tools to continue to improve engagement practices and the patient and family experience

QUALIFICATIONS:
o Bachelor of Arts in a Healthcare related field or completion of a Professional Health Discipline or equivalent
o Minimum 5 years work experience in a hospital or a health care related field
o Demonstrated ability to handle a large and diversified workload with rapidly changing priorities and challenging deadlines
o Education or certificate training in Crucial Conversations, De-escalation and/ or Conflict Resolution
o Demonstrated experience working with patients and families
o Must be a self-starter with excellent editing, writing and task prioritization skills
o Must have a very solid grounding in effective communication: written and orally, and able to work with all levels of the organization effectively
o Ability to balance multiple projects and meeting deadlines without sacrificing an eye for detail
o Must have a commitment to maintaining high standards of quality and ability to work with staff in a cordial and tactful manner
o Flexibility to adapt to changing priorities and technology and to work as part of a team
o Proficiency with Microsoft Word, Excel and PowerPoint
o A broad understanding of the hospital governance structure and how multiple programs and teams work within the organization
o Strong team player, able to work collaboratively, take responsibility, and understand his/her role in building positive public perception of the organization.
o Must maintain confidentiality and be respectful of sensitive situations
o Knowledge of the Excellent Care for All Act (ECFA) and privacy legislation and other legislative requirements
o Ability to understand, implement and adhere to organizational policies and procedures
o Strong facilitation and presentation skills
o Strong analytical and critical thinking skills with the ability to analyze complex problems, interpret data in support of process redesign
o Consistent and regular attendance required

Questions, quoting the job posting number, may be directed to hrrecruit@niagarahealth.on.ca

At Niagara Health, we value diversity, equity and inclusion, and welcome applications from all people. We are especially interested in hearing from you if you are excited about being part of a respectful and hard-working team in the beautiful Niagara Region, have a passion for service and excellence in healthcare, have a background or related expertise in the healthcare environment, supporting patient care and providing extraordinary customer-service.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Niagara Health will provide accommodations through the recruitment process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

At Niagara Health, we are committed to advancing diversity, equity and inclusion. As a part of this work, we collect information on Ontario Human Rights Code grounds and non-Code grounds in order to: hire and retain diverse talent, prevent and/or address systemic barriers to access and opportunity, improve service delivery and programs and advance diversity and inclusion overall. All identification questions are optional and include a "prefer not to answer" option.

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