Senior Patient Care Quality Liaison, Vancouver Acute Community of Care

Description

JOB SUMMARY:In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position. Reporting to the Manager and Director, Patient Care Quality Office (PCQO), the Senior PCQO Liaison identifies, manages, advises and resolves issues and concerns from patients, families, clients and residents, working to build and maintain trust, and minimize risk exposure/liability to the organization. This position synthesizes information from internal and external stakeholders, including all levels of the organization (operational and clinical leadership), to provide analysis and resolution, which have direct impact on patient care services and quality improvement. Acts as a senior resource to the PCQO team members and provides senior expertise with respect to effective complaint management and processes. Other responsibilities include maintaining a system for tracking, analyzing and reporting client feedback activities and identifying trends and opportunities for improvement. Liaises with staff in Quality Improvement & Patient Safety, Patient Experience, Risk Management, Legal Services and Information Access and Privacy.This work is framed within VCH’s commitments to our pillars of Indigenous Cultural Safety, Anti-Racism, Equity, Diversity and Inclusion, and Planetary Health.

 

Please note that this position is full time in-office.

QUALIFICATIONS:Qualifications:Master’s Degree in a relevant human services discipline, plus five to seven (5 to 7) years' recent, related experience including conflict resolution/crisis intervention experience, preferably in a health care setting, as well as experience in providing clinical patient care and directing junior staff, or an equivalent combination of education, training and experience. ROLE SPECIFIC EXPERTISE:• Advanced knowledge of complaint management processes in health care systems.• Advanced organizational skills and ability to prioritize workload under time pressures to meet deadlines. • Advanced knowledge of pertinent laws and legislation, including and not limited to, the Patient Care Quality Review Board Act, Freedom of Information and Protection of Privacy Act, and the Residents' Bill of Rights. • Ability to exercise sound judgment, critical thinking and effective decision-making.• Ability to communicate effectively, both verbally and in writing, with all levels of the organization, including advanced complaints management best practices, presentation and writing skills.• Ability to analyze and problem-solve complex issues towards effective solutions.• Develops and maintains strong relationships with key internal and external partners to promote and enhance services provided with sensitivity to diversity and indigenous lens.• Practices the recognition, inclusion and support of all types and aspects of diversity at all stages of engagement, with an understanding of the issues faced by people from equity-deserving groups.• Ability to lead, participate in, and facilitate inter-disciplinary groups in a collaborative environment with multiple interests. • Ability to work effectively with others, including working effectively in a multicultural environment, independently and as part of a team, and understanding the frameworks of other disciplines. • Effective facilitation and negotiation skills. • Ability to perform the duties of the position and operate related equipment, including computer software applications.SHARED VALUES:You care for everyone:• You are compassionate, empathetic, and sensitive to the needs of others.• You are respectful, treating people as equals, and valuing others’ perspectives and differences.• You are appreciative of others’ efforts and give them praise when it’s due.You are always learning:• You are open minded, always receptive to different perspectives and ways of doing things.• You are curious and ask questions to find a deeper understanding.• You share your expertise and mentor others by sharing your knowledge and experience.You strive for better results:• You are accountable, and take responsibility for what you say, what you do, and who you engage in achieving better results.• You are a solution finder, empowered to solve the challenges we face in healthcare.• You take ownership for growth and development and personal development, always seek feedback and opportunities to improve how we do things.The hours of work including days off and work area may be subject to change consistent with operational requirements and the provision of the Collective Agreement and applicable statutes. Successful applicants may be required to complete a Criminal Records Review Check.

Details

At Vancouver Coastal Health, our vision of healthy lives in healthy communities inspires us and our values and pillars guide us. We support equitable practices, diverse teams and inclusive environments, which are vital to creating welcoming spaces where everyone can bring their whole selves to work and feel supported. We encourage applications from equity-deserving communities, including Indigenous Peoples and members of racialized groups, people with disabilities and people of all gender identities and expressions and sexual orientation.Vancouver Coastal Health is proud to be recognized as one of Canada’s Top 100 Employers, BC’s Top Employers, Canada’s Best Diversity Employers and Canada's Top Employers for Young People in 2026.Unless otherwise noted on the posting, internal job postings close at 8:00 AM Pacific Time on the listed Closing Date. Please submit your digital application via the Internal Career Portal prior to the Closing Date & Time.Nursing & LPN successful applicants will be notified by email.We regret that only short listed candidates will be acknowledged.This is an internal job posting for Vancouver Coastal Health employees only.