Patient Relations Representative - Temporary

Job Details

Location:

Newmarket, ON

Job Type: Temporary (Fixed Term), Full time

Number of Positions: 1

Hourly Rate: $50.53 - $60.07

The Patient Relations Representative serves as a single point of contact and liaison between patients/families and hospital staff/services. The role involves receiving, investigating, and responding to patient/family feedback regarding any aspect of care or service with the objective of satisfactory resolution.

• Act as liaison between patients/families and hospital staff/services.
• Receive, investigate, and resolve patient/family feedback.
• Ensure patients are informed of their rights and responsibilities.
• Utilize customer service strategies to address concerns.
• Assess and diffuse crisis situations effectively.
• Conduct investigations and prepare reports on feedback findings.
• Maintain knowledge of relevant health legislation and regulations.
• Promote a safe and inclusive workplace environment.

• Baccalaureate Degree in a Health Care Discipline (required);
  Masters level preferred.
• Training and/or courses in Complaint Management, Mediation Training, Conflict Negotiation, and Crisis Intervention (required).
• Regulatory College membership (required).
• Minimum 3 years recent experience in a Patient Relations role within a healthcare setting (required).
• Minimum 3 years recent experience in a leadership role (preferred).
• Expertise in customer service strategies.
• Strong investigative skills and ability to handle crisis situations.
• Excellent interpersonal, influencing, and communication skills.
• Proficiency in writing reports, correspondence, and Microsoft Office 365, Outlook.
• Experience with the RL Solutions Database (preferred).
• Knowledge of the healthcare system and relevant legislation including ECFAA, FIPPA, and PHIPA.
• Demonstrated commitment to customer service, teamwork, and individual leadership.

• Hybrid, virtual, and in‑person working arrangements (where applicable).
• Progressive health and dental benefit plans.
• HOOPP pension plan with employer and employee premium sharing.
• Enhanced wellness initiatives, including virtual fitness classes and on‑site gym memberships.
• Regular and reliable attendance is an expected requirement of this position.

Southlake Health is fully committed to an inclusive environment. The selection process is barrier‑free and accommodations will be provided in accordance with the Ontario Human Rights Code. All employees must adhere to health and safety policies and obligations under the OH&S Act.