Provincial Director

Your Opportunity:

The Provincial Director, Patient Relations (Provincial Director) is a politically sensitive, strategic leadership position in the Quality portfolio of Alberta Health Services (AHS) and reports directly to the Executive Director, Patient Relations (ED). The Provincial Director engages with various internal and external stakeholders including government departments and internal executive leaders to support and sustain the direction of AHS as it pertains to Patient Relations.

This role is instrumental in providing direct input to the development and implementation of continuous quality improvement processes, education, and communication plans related to patient feedback involving the provision of services provided by AHS. Operationally, the Provincial Director is responsible to provide leadership and direction for the Provincial Patient Relations team. The Patient Relations Department is responsible for the management of all aspects related to the AHS Patient Concerns Resolution Process (PCRP) at a local and provincial level and is a key contributor to the development, evaluation, monitoring and continuous improvement of the AHS PCRP so that learning can be utilized to ensure patient concerns programs meet legislative standards and regulations;

the Patient Relations vision aligns with and supports the overall AHS vision;
Patient Relations business processes support the achievement of the mission, goals, defined outcomes and performance measures identified by the department. This is a mandatory process legislated by the Patient Concerns Resolution Process Regulation 28/2016 under the authority of the Alberta Ombudsman.

Accountable to strategically lead the Patient Relations (PR) staff to provide quality service delivery and uphold the legislated concerns management process in collaboration with the ED, the PR leadership team and AHS operational leadership. Responsible to contribute to the development and implementation of the PR operational plan in conjunction with the ED and other PR leadership. Liaises with key Patient Relations stakeholders within AHS such as Zone Medical Directors, the AHS Legal and Privacy departments, site and zone Leadership and Quality Health Improvement leadership.

Provides input into the development, implementation, and evaluation of an education plan for the PR department, AHS staff, leadership and physicians to provide educational strategies, resources and tools. Provides input to the ongoing development, implementation and evaluation of communication planning which targets internal and external public messaging concerning the PCRP and accessibility to the service. Provides leadership through effective communication, ethical decision making, and commitment to achieving established goals and objectives, and contributes to the establishment and achievement of defined performance measures.

Fosters a high-quality workplace with a strong commitment to quality and process improvement and patient and family centered care. Collaborates with quality improvement experts to identify, develop, and lead innovative PR initiatives. Lead and participate in provincial committees and working groups which contribute to process improvements and establishes working partnerships. Accountable to ensure that the Patient Relations Department adheres to the provincial acts/regulations (Patient Concerns Resolution Process / Ombudsman Act) at all times.

Classification:
Director
Union: Exempt Unit and Program: Quality and Healthcare Improvement Primary

Location:

Seventh Street Plaza Location Details: Eligible to work hybrid (on/off site) within Alberta Negotiable

Location:

Provincial Employee Class: Regular Full Time FTE: 1.00 Posting End Date: 24-…