Patient and Family Experience Specialist - Patient and Family Experience-camh

Reporting to the Manager, Patient and Family Experience, the successful candidate will provide clinical expertise in supporting the Client Relations Coordinator with management of the day to day operations of the Client Relations Office. The Patient and Family Experience (PFE) Specialist will provide support and guidance to the Client Relations Coordinator and Family Resource Centre Coordinator when complex cases arises, including connecting directly with patients/families/members of the public to resolve concerns. The PFE Specialist will also support the Client Relations Coordinator with maintaining case files in our internal tracking system and ensuring that questions/concerns from stakeholders are responded to in a timely manner. The PFE Specialist will provide support and education to staff and physicians seeking proactive guidance from the Client Relations Office to navigate complex situations. This will include development and delivery of education and training for clinical teams.

This position requires a high degree of confidentiality and discretion as the successful candidate will provide assistance on confidential employee and physician practice issues and patient clinical matters. Participation in CAMH risk management and quality improvement initiatives will be required. The successful candidate will liaise effectively with internal stakeholders including the Quality and Patient Safety team, Office of CAMH President and CEO, Chief Medical Officer, Legal Office, CAMH leaders and managers, Empowerment Council, Psychiatric Patient Advocates, Office of Provincial Ombudsman, and clinical leadership. Other responsibilities include, but are not limited to, preparing correspondence, preparing formal reports and presentations, and other duties as assigned. The successful candidate will support a workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. This position is located at the Queen Street Site.

The successful candidate will have a Master’s degree in a related field and be a regulated health professional in good standing with their respective College. Experience working in a hospital and/or mental health and addictions field preferred. Conflict management training or Alternative Dispute Resolution certification is considered an asset. Awareness of the impact of stigma as experienced by people with lived experience of mental health illnesses and or addictions will be an asset. You will possess strong written, verbal and analytical skills and the ability to manage multiple activities. You will be skilled at developing and delivering presentations. You will have superior organizational and communication skills, tact, diplomacy and sound judgment. You will possess excellent time management skills and the capacity to attend to your duties with minimal supervision. You will be conscientious, empathetic, mindful, objective and able to engage with others in a compassionate and productive manner. You will effectively manage unpredictable, stressful situations and conflicting priorities. Superior computer, data management and basic statistical analysis skills are essential. You will be proficient in the use of the advanced level Microsoft Office suite of applications, Adobe Acrobat Professional and related software combined with an ability to learn new applications quickly. Bilingualism (French/English) and/or proficiency in a second language would be an asset.

Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.