Patient & Family Experience Specialist - Patient & Family Experience

Reporting to the Senior Clinical Manager, full-time, permanent Patient and Family Experience and working closely with the Experience Lead, the Patient and Family Experience Specialist role supports with management of the day-to-day operations of the Patient and Family Experience Office and Family Resource Centre.

The Patient and Family Experience (PFE) Specialist provides clinical expertise to support management of day-to-day operations of the Patient and Family Experience Office and Family Resource Centre. The PFE Specialist connects directly with patients/families/members of the public to resolve concerns. The PFE Specialist maintains case files in our internal tracking system and ensures that questions/concerns from stakeholders are responded to in a timely manner. The PFE Specialist provides support and education to staff and physicians seeking proactive guidance from the Patient and Family Experience Office to navigate complex situations. This will include development and delivery of education and training for clinical teams.

• Responding to patient and family feedback. This includes connecting with patients, families and members of the community to understand their concerns, liaising with relevant leadership to review concerns and providing responses back to patients/families/community as appropriate.
• Responding to consultation requests from clinical teams seeking support managing complex situations
• Supporting the Patient and Family Experience Coordinators working in the Family Resource Centre (i.e. reviewing complex cases, providing coverage of the space as required)
• Supporting with analysis of experience data and completion of reports
• Participation in CAMH risk management and quality improvement initiatives as required.
• Other responsibilities include, but are not limited to, preparing correspondence, preparing formal reports and presentations, and other duties as assigned.

This position requires a high degree of confidentiality and discretion as the successful candidate will provide assistance on confidential employee and physician practice issues and patient clinical matters. The successful candidate will liaise effectively with internal stakeholders including the Quality and Patient Safety team, Office of CAMH President and CEO, Chief Medical Officer, Legal Office, CAMH leaders and managers, Empowerment Council, Psychiatric Patient Advocates Office, Office of Provincial Ombudsman, and clinical leadership. Other responsibilities include, but are not limited to, preparing correspondence, preparing formal reports and presentations, and other duties as assigned. The successful candidate will support a workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located at the Queen Street Site.

• Master’s degree in a related field and be a regulated health professional in good standing with their respective College.
• Experience working in a hospital and/or mental health and addictions field preferred.
• Awareness of the impact of stigma as experienced by people with lived experience of mental health illnesses and or addictions.
• Patient Relations and/or conflict management training or Alternative Dispute Resolution certification is an asset.
• Strong written, verbal and analytical skills and the ability to manage multiple activities.
• Skilled at developing and delivering presentations.
• Superior organizational and communication skills, tact, diplomacy and sound judgment.
• Excellent time management skills and the capacity to attend to your duties with minimal supervision.
• Conscientious, empathetic, mindful, objective and able to engage with others in a compassionate and productive manner.
• Ability to effectively manage unpredictable, stressful situations and conflicting priorities.
• Superior computer, data management and basic statistical analysis skills are essential.
• Proficient in the use of the advanced level Microsoft Office suite of applications, Adobe Acrobat Professional and related software combined with an ability to learn new applications quickly.
• Bilingualism (French/English) and/or proficiency in a second language would be an asset.

Compensation & Benefits:

• Salary is competitive and based on experience, with a hiring range of $85,682.95 – $107,103.68per year.
• Employees in this role may progress within the full pay range of $85,682.95 – $128,524.42 per year
• CAMH’s Total Rewards: Includes participation in HOOPP defined benefit pension plan, extended health and dental benefits, paid vacation starting at 4 weeks, flexible work arrangements, and ongoing professional development support.

This role allows professionals to apply their expertise in a mission-driven environment dedicated to public health outcomes.

If you are interested in this position, please ensure that you apply before 5pm EST of the closing date. If your application is received past 5pm EST of the closing date, your application will not be accepted.

CAMH is a fully affiliated teaching hospital and research institute of the University of Toronto. As a CAMH employee, you will contribute to our mission by supporting teaching, research, and clinical care across the hospital.

CAMH is dedicated to equity, diversity, and inclusion. Our commitment is to foster a workplace, teaching, and learning environment that is inclusive, respectful, and free from discrimination or harassment.

CAMH strongly encourages applications from candidates who reflect the diversity of the communities we serve, including First Nations, Métis, and Inuit Peoples; Black and other racialized communities; LGBTQ2S+ communities; women; and people with disabilities, including those with lived experience of mental health and substance use challenges.

We welcome applicants from all backgrounds. Thank you to all who apply; however, only those selected for an interview will be contacted. If you require accommodations during the application or recruitment process, please let us know.

To learn more about CAMH, please visit their website at: www.camh.ca.

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