Patient Experience Specialist (FT)

Status: Full Time

Salary Grade: 5

Job Summary:

Reporting to the Director, Patient Partnership & Experience, the Patient Experience Specialist will collaborate with patients, families, caregivers, clinicians, leaders and staff to support patient care and experience in the Emergency Department of Windsor Regional Hospital. This role is responsible for supporting patients and caregivers while receiving care in our Emergency Departments and serves as a key resource for patient advocacy, communication, and service recovery.

The Patient Experience Specialist will promote a patient-centered approach to care by identifying and addressing patient and family concerns in real time, facilitating meaningful engagement, and fostering positive relationships between patients, families, and care teams. Through proactive rounding, collaboration, feedback collection, and continuous quality improvement initiatives, the incumbent will contribute to enhancing the overall patient experience and supporting an environment of compassionate, respectful, and responsive care.

Communications:

This position will interact with patients, leaders, staff and physicians at all levels of the Hospital organization.

Skills/Capabilities:

• Strong ability to de-escalate and manage crisis;

• Strong problem solving, decision making, analytical and negotiation skills;

• Innovative self-starter with strong multi-tasking and organizational skills;

• Organized and solution-focused;

• Strong communication skills, verbal, written and listening;

• Able to work both independently and as a member of a team and have the ability to interact and develop effective relationships with diverse groups of individuals;

• Detail oriented with a high level of accuracy and proven track record of project follow-through;

Duties and Responsibilities:

• Adhere to policies and procedures established for the assigned department while supporting the Mission, Vision and Values of Windsor-Regional Hospital.

• Engage as a collaborative member of the Emergency Department with focused attention on patient experience, support, advocacy and partnership.

• Enhance communication in the waiting room while collaborating with patients and staff and assisting with comfort items (water, blankets, etc.) for those experiencing a longer than usual wait time.

• Collaborate with staff for patients being admitted and connect patients to the patient experience program for a focus on continuity of care.

• Support patients and caregivers with communication, collaboration and escalation of concerns while in the Emergency Department.

• Support programs in the implementation of strategies to improve patient satisfaction.

• Assist in fostering an environment of real-time de-escalation of concerns, both with staff and with patients/families.

• Create, implement and monitor mechanisms for ongoing input from patients and family members seeking care.

• Assist in completion of surveys.

• Participate in education related to strategic plan initiatives as appropriate.

• Engage in rounding to support patient/family needs and liaise with experience team to address feedback/concerns in real time.

• Perform any other relevant duties as assigned.

Qualifications:

• Undergraduate degree in Social Sciences, Nursing, Adult Education, or related field of study required;

• Bachelor’s Degree in Social Work considered an asset;

Windsor Regional Hospital is an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, upon request, accommodation will be provided by WRH throughout the recruitment, selection and/or assessment process to applicants with disabilities.