The Patient Relations Consultant manages complex, high-risk, and often sensitive patient concerns across Covenant Health facilities. Acting as a key liaison, the Consultant works collaboratively with patients, families, physicians, operational leaders, and external partners to support fair and timely resolution of concerns while protecting patient interests and minimizing organizational risk. This role leads and coordinates investigations that may involve multiple stakeholders, clinical complexity, and ethical considerations. The Consultant gathers and analyzes information, reviews health records, facilitates meetings, and communicates outcomes in alignment with the Provincial Patient Concerns Resolution Process and applicable legislation. The Consultant plays a critical role in maintaining strong relationships and trust between Covenant Health and the communities it serves. This includes managing emotionally charged situations with professionalism, diplomacy, and impartiality, while ensuring all documentation and data management requirements are met. In addition to concern resolution, the Consultant identifies trends and systemic issues, contributing to quality improvement and patient safety initiatives. The role also supports education and coaching for staff and leaders to strengthen concern management practices across the organization. Working with a high degree of independence, the Patient Relations Consultant exercises sound judgment in complex and unpredictable situations, ensuring alignment with Covenant Health’s mission, values, and ethical principles. This position is non-unionized.

• Classification: Consultant
• Union: COV OUT OF SCOPE
• Unit and Program: Patient Relations
• Primary Location: One Twelve Campus
• Location Details: Eligible to work hybrid (on/off site) within Alberta
• Employee Class: Regular Full Time
• FTE: 1.00
• Posting End Date: 27-APR-2026
• Date Available: 11-MAY-2026
• Hours per Shift: 7.75
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days
• Days Off: Saturday/Sunday
• Minimum Hourly Salary: $39.99
• Maximum Hourly Salary: $59.98
• Vehicle Requirement: Driver's License, Vehicle Required

Required Qualifications:

A Bachelor’s degree in a health or clinical discipline (e.g., Nursing, Social Work, Health Promotion) is required. Active registration and licensure with the appropriate provincial regulatory body (e.g., CARNA, ACSW or equivalent) is required. A minimum of 5 years of experience in an acute care environment working with patients, families, physicians, and interdisciplinary teams is required.

Additional Required Qualifications:

Demonstrated experience managing complex, sensitive, or high-risk situations involving multiple stakeholders is required. Strong knowledge of relevant healthcare legislation and frameworks (e.g., Health Information Act, FOIP, Mental Health Act, Protection of Persons in Care Act) is required. A comprehensive understanding of healthcare systems, patient care delivery, and organizational structures is required. Proven ability in conflict resolution, negotiation, and facilitation, with a focus on fair and respectful outcomes, is essential. Excellent interpersonal, written, and verbal communication skills, with the ability to engage diverse stakeholders, are required. The ability to exercise sound judgment, discretion, and diplomacy in emotionally charged or high-pressure situations is essential. Strong critical thinking and problem-solving skills, with the ability to manage competing priorities independently, are required. Proficiency with Microsoft Office applications is required, and experience with healthcare systems such as NetCare and/or concern tracking systems (e.g., FACT) is considered an asset. A demonstrated commitment to patient-centred care and quality improvement is required. A valid driver’s license and access to a personal vehicle for travel between sites is required.

Preferred Qualifications:

A Master’s degree in a related health or clinical discipline is preferred. Experience in patient relations, concern management, or investigations within a complex healthcare environment is preferred. Experience in quality improvement, risk management, or patient safety initiatives is considered an asset. Formal training in disclosure processes (e.g., disclosure coach training) is preferred. Experience providing education, coaching, or facilitation to staff and leaders is considered an asset.