Patient Experience Associate

Our team of nearly 6,000 staff, physicians, volunteers, students and Patient and Family Advisors are committed to creating an environment where the best experiences happen. As a recognition of our commitment to quality and patient safety, we have received the highest distinction of Exemplary Standing from Accreditation Canada.

Job Summary

The Volunteer Patient Experience Associate is responsible for coordinating onboarding logistics for volunteers, assisting with data entry and report generation, and supporting engagement with our Patient Experience Partners. The role also provides administrative support to the Diversity, Equity, and Inclusion (DEI) team, helping to advance inclusive initiatives across the organization. This position involves frequent collaboration with internal stakeholders to ensure volunteer and patient engagement activities align with program needs and organizational priorities.

The successful candidate will contribute to maintaining a positive and inclusive environment that reflects the hospital’s values of respect, accountability, and quality care.

Primary Responsibilities

• Supports the onboarding process for volunteers, including scheduling orientations, preparing materials, and coordinating /photo appointments.

• Maintains volunteer files and ensures completion of compliance requirements, such as training modules, immunization records, and confidentiality agreements.

• Provides clear, timely communication to new and prospective volunteers, ensuring a welcoming and informative onboarding experience.

• Supports onboarding and orientation days (in-person or virtual) and acts as a liaison between volunteers, program staff, and internal departments to ensure readiness for placement.

• Assists with follow-up communication to ensure volunteers have the necessary tools, information, and contacts to succeed in their roles.

• Tracks and organizes onboarding metrics and feedback to identify areas for improvement and streamline processes.

• Provides general administrative support including calendar coordination, preparing documents and presentations, and responding to routine inquiries from volunteers and internal stakeholders.

• Helps organize volunteer-specific events, such as training sessions and appreciation activities, including tracking RSVPs, coordinating venues, and preparing materials.

• Works closely with the Patient Experience team to support the coordination and operations of the Patient Experience Partner (PEP) Program.

• Acts as a key point of contact for Patient Experience Partners, providing timely updates, scheduling support, and general program guidance.

• Coordinates the logistics for interviews and onboarding of new Patient Experience Partners, including scheduling, preparing materials, and sending confirmation/follow-up communications.

• Assists in the proccess of implementation of calls for participation by preparing and distributing materials internally, maintaining application records, and tracking interest.

• Supports the development and distribution of regular communications to Patient Experience Partners, including newsletters, meeting invitations, and engagement opportunities.

• Maintains accurate records of Patient Experience Partner activities and participation using relevant tracking systems.

• Provides administrative support for Patient Experience Partner events, meetings, and feedback sessions, including minute-taking and follow-up.

• Supports the collection and analysis of qualitative feedback shared by Patient Experience Partners to help inform hospital-wide improvement initiatives.

• Identifies quality indicators and participate in initiatives to achieve continued volunteer satisfaction.

• Assists in the development of departmental policies and procedures.
Assists in the development of manuals and handbooks which can be used in training and informing volunteers.

• Provides general administrative…