Job Summary:

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient and employee safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Director, Patient Experience & Community Engagement, the Leader, Patient Experience, works closely and in collaboration with regional mental health, substance use and correctional health, health authorities, medical leaders, primary care providers and community partners for planning and implementation of activities related to patient experience across the continuum. Stakeholder, change management, project and program management, knowledge transfer and exchange, and health service planning skills and knowledge are used to enhance community capacity and quality of the patient experience in mental health and substance use and correctional health care.

The Leader also facilitates the development, execution and evaluation of program and project activities through a coordinated, interdisciplinary approach and conducts reviews of programs, undertakes program evaluation and research directly or in conjunction with provincial and national research teams. The Leader supports survey development, organizes and facilitates public forums and focus groups to provide for patient, professional and public input to inform program development.

The Leader may also support and lead subcommittees, working groups and project teams.

Duties/Accountabilities:

• Leads the development, implementation and evaluation of patient experience activities in conjunction with regional mental health, substance use and correctional health centres, health authorities and primary care providers by determining priorities and objectives to promote evidence-informed approaches for patient experience and capacity building within the community.

• Provides planning, management and over see’s the patient and family partner engagement network.

• Supervises and evaluates the performance of patient and family partners. Performs duties such as recruiting, screening applicants, conducting interviews and selecting applicants. Provides orientation and training to patient and family partners, follows up on any issues or concerns and takes appropriate disciplinary action.

• Works with Director and BCMHSUS staff to ensure services provided by patient and family partners are meeting established objectives and outcomes.

• Provides leadership and education on principles of patient engagement with health professionals and leaders across BCMHSUS.

• Provides overall project management for assigned projects including, project planning, monitoring of project budgets and deliverables, and staff supervision. In addition, provides leadership to project teams to identify risk and resolve issues across projects, departments, collaborators, regulators and external stakeholders.

• Develops proposals, funding partnerships and business cases in line with the Program’s research and program agendas.

• Engages regional mental health, substance use, and correctional health centres, Forensic Clinic sites, regional health authorities, medical leaders, primary care providers, community partners, patients and families to facilitate and support delivery, evaluation and research for seamless transitions of care from the tertiary centers to the community.

• Negotiates and facilitates consensus related to evidence-informed patient experience activities.

• Plans, develops and implements communication and engagement strategies as well as knowledge transfer and exchange activities based on adult education principles and leveraging technology platforms.

• Leads and or supports health service planning in the area of patient experience.

Qualifications:

A level of education, training, and experience equivalent to a Master’s Degree in a related health field. A minimum of five years’ experience as a manager, coordinator or leader in a health related field developing community based health programs.

The Leader is expected to be able to travel locally, provincially and nationally. The incumbent is required to have suitable efficient transportation.

Demonstrated strong program evaluation and research skills and experience in a leadership position. Effective planning and communication skills. Strong negotiation, mediation and facilitation skills. Demonstrated commitment to change and process management. Strong analytical, problem solving and critical thinking skills. Knowledge of current and emerging evidence based practice in standards and guidelines, stakeholder engagement and continuing education and adult learning principles. Experience in patient experience, patient and family centred care, and patient engagement are an asset. Demonstrated expertise in developing business plans and program implementation.