Patient Relations Advisor

Company Description

UHN is Canada’s #1 hospital and the world’s #1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members, UHN consists of Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, The Michener Institute of Education and West Park Healthcare Centre. As Canada's top research hospital, the scope of biomedical research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology, transplantation, oncology, surgical innovation, infectious diseases, genomic medicine and rehabilitation medicine. UHN is a research hospital affiliated with the University of Toronto.

UHN’s vision is to build A Healthier World and it’s only because of the talented and dedicated people who work here that we are continually bringing that vision closer to reality.

www.uhn.ca

Job Description

Union: Non-union
New or Replacement Position: Replacement
Site: Toronto General Hospital
Department: Patient Relations
Reports to: Manager, Patient Relations
Hours: 37.5 hours per week
Wage range: $47.83 - $59.79
Status: Temporary Full-Time (12 months)
Closing date: November 9, 2026

Position Summary

The Patient Relations Advisor advocates for patients and their essential care partners to ensure fair, respectful, and equitable treatment in alignment with legislative requirements and UHN policies. The role focuses on resolving complaints, navigating complex care experiences, documenting concerns, and representing the patient voice to staff and leadership. Through collaboration, consultation, and system-wide partnerships, the Advisor supports continuous improvement in patient experience, quality, and person-centered care.

Duties

• Resolve complaints and work to ensure that patients and their essential care partners (ECPs) receive fair and equitable treatment, with compassion and respect consistent with existing legislation such as the Excellent Care For All Act, 2010 (ECFAA), Public Hospitals Act, Ontario’s Human Rights Code, Health Care and Consent Act and UHN's Patient Declaration of Values.
• Apply a skilled, thoughtful approach to articulating the needs or concerns of patients and ECPs and presents these to the appropriate UHN staff and leadership in a meaningful way
• Utilize strong communication skills to help patients and ECPs navigate an often complex situation to ensure a supportive resolution process
• Ensure formal documentation of all aspects of each complaint
• Partner with patients, ECPs and staff members across UHN to support an improved patient experience through quality improvement, staff education, patient education, and risk management activities
• Representing the patient’s voice in communications with many levels of leadership and within committees.
• Offer consultations to staff on how to manage challenging situations using extensive knowledge of best practices in person-centered care and patient experience
• Provide health navigation for patients utilizing a broad knowledge of the workings of UHN and the healthcare system
• Prioritize partnerships with UHN programs such as the Indigenous Health Program, Social Medicine, 2SLGBTQIA+ committee and the Accessibility Advisory Committee to improve the patient experience
• Interact with external bodies such as Ontario Health, MPPs offices, representatives from external organizations within the hospital community as well as outside the hospital community, lawyers, and the general public

Qualifications

• Completion of a recognized baccalaureate degree in a related program required (e.g., health professions, health administration); Masters level preferred
• Five (5) years related experience required and experience working in a hospital environment
• Broad experience with facilitation, including individual and team meetings, and the management of difficult conversations
• Current knowledge of relevant legislation and best practices in person-centered care and patient experience
• Self-motivated with exceptional interpersonal, facilitation, negotiation, and conflict resolution skills.
• A good listener who possesses the ability to show empathy and compassion
• Excellent verbal and written communication/documentation skills
• Experience working with patients and ECPs at various stages of illness and emotional states
• Ability to recognize and advocate for fair and equitable treatment for all patients and ECPs, and support the inclusion of diverse voices and experiences
• Training in and understanding of the challenges faced by equity-deserving groups and individuals with intersecting identities
• Excellent critical thinking and problem-solving skills
• Experience working in a fast-paced environment and demonstrated ability in effective prioritization of urgent tasks
• Experience with identifying process and system issues and advocating for broader resolution

Additional Information

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly. At University Health Network (UHN), artificial intelligence technologies may be used to assist in the screening, assessment, and selection of candidates for this position.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.