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Manager, Patient Experience, Full-Time – Markham Site

Markham Stouffville Hospital

This is a Contract position in Markham, ON posted May 24, 2023.

Land Acknowledgement:

Oak Valley Health honours the traditional territory of the closest Indigenous communities, the Chippewas (chi-puh-waas) of Georgina Island and the Mississaugas of Scugog Island. The Haudenosaunee (Ho-de-no-shau-nee) and Anishinaabe (Ah-nish-in-ah-beh) have lived, worked and existed on this land from time immemorial. This land is covered by Treaty 13 signed with the Mississaugas of the Credit, and the Williams Treaty signed with many Mississauga and Chippewa bands.


Forbes Canada Honouree

We are honoured to be recognized as one of Forbes Canada’s Best Employers for Diversity 2022. We ranked within the top 150 organizations across the country. Learn more about our commitment to EDI.


Who you are:

  • You encompass Oak Valley Health’s core values and live the words of Respect, Trust, Commitment, Compassion and Courage
  • You are a patient and/or client centered individual who performs at an exemplary standard
  • You are a team player with excellent communication, critical thinking and prioritization skills


What we are looking for:

  • To provide leadership, management (of day-to-day operations) and evaluation of the patient experience portfolio, aligned with Oak Valley Health’s strategic plan. This will entail responsibility for developing and leading a patient experience strategy that strengthens patient experience organization-wide. Redefining ‘patient experience’ as a core business strategy will be the priority, and will call for the development and alignment of systems, processes and structures to support this foundational work. Additionally, this role will be a point of contact for patients, families, visitors, and staff to navigate concerns, compliments and feedback related to their hospital experience. The role will also build partnerships with departments across the hospital to provide the support and tools required to facilitate dispute resolution, as well as proactively engage teams on customer service strategies.
  • Patient Relations Specialist –  acts as a liaison between patients, families, and the hospital to support patient-centric care delivery. Communicates patients’ questions, concerns, and issues to appropriate staff members, follow up, and facilitates solutions as needed. Explains policies, procedures, rights and applicable regulations to patients/families/caregivers and provides informational resources about available services. Works with multi-disciplinary teams and makes recommendations for improvements to the patient experience.
  • Interpreters (contracted service) – provides on-site language interpretation across the hospital (Oak Valley Health site).


You will be responsible for:

  • Responsible for overall supervision of all aspects of the Patient Experience improvement effort including coordination of training, development and project management related to service culture change.
  • Design and provide all training, coaching and mentoring processes while building and maintaining strong working relationships with senior leaders, physicians, clinical and non-clinical management team members and staff in all departments.
  • Works in concert with teams in promoting and evaluating progress towards redefining the patient experience.
  • Work with the governance team to triangulate multiple sources of data to identify themes and trends and proactively manage and address them including working with the Quality Lead and other staff on improvement work. Lead and evolve the Patient Experience Participant Program
  • Investigate and provide response letters to complainants, for example, Patient Ombudsman, may engage hospital leadership as required.
  • Support the Patient Relations Specialist and all efforts related to the management of complaints and grievances as well as implementation of service recovery improvement efforts.
  • Participate in family meeting as required.
  • Cover the Patient Relation Specialist when that individual is off.
  • In collaboration with the Patient Relations Specialist, manage and coordinate the hospitals complaints management process and procedures, maintaining a central database and logging on RL Datix.
  • Ensure the learning and improvements identified from complaints and concerns are achieved measured and logged.
  • Provides leadership with monitoring and translation and/or utilization of patient experience data.
  • Regular reporting on qualitative and quantitative data to ensure that the experience of care, patient voice and person-centered approach is at the forefront of decisions and demonstrates responsiveness.
  • Utilize real time patient feedback to track how patient comments are changing in response to changes in service delivery.
  • Utilize methods such as dashboards and roadshows to enable point of care staff to interact with the data and focus on bringing about meaningful change.


What you bring to the role:

  • Undergraduate Degree in Regulated Healthcare Professional related field required (e.g. nurse, social worker)
  • 5 years regulated healthcare professional work experience required.
  • Minimum 2 years of manager experience preferred.
  • Master’s Degree in Health related field preferred (e.g. Health administration, nursing)
  • Certificate in Dispute Resolution and Certified Patient Experience Professional preferred.
  • Training and confident in complaints management, including ability to evaluate information and data from multiple sources, make judgements and provide high quality written and verbal responses in line with hospital policy.
  • Empathetic and supportive when dealing with public/staff/colleagues.
  • Excellent attention to detail and highly organised.
  • Ability to effectively manage own time, prioritise work appropriately and work towards given deadlines.
  • Proactive, responsive and agent for change and improvement.
  • Excellent written and verbal communications skills (ability to communicate factual, complex information verbally or in writing).
  • Excellent competence in Microsoft Office packages and ability to learn new IT based systems with training and support.
  • Excellent moderation/facilitation and conflict resolution skills.
  • Demonstrated good attendance and performance records with the ability to maintain these same standards
  • Demonstrates a commitment to a healthy and safe workplace for self and others (staff, patients, families, etc.) by taking all reasonable precautions and working in compliance with hospital related policies, health and safety legislation and best practices and completing relevant mandatory education as required


Work Schedule:

Monday to Friday, days.

Please note schedules may change due to operational needs.



Band D:

$49.07 – $61.32 per hour

$95,686.50 – $119,574 annually


Who we are:

Oak Valley Health is one of Ontario’s leading community healthcare organizations.  Across our two sites (Markham and Uxbridge) and Reactivation Care Centre (RCC), we provide high quality, patient-centred care to more than 435,000 patients each year. We offer diagnostic and emergency services and deliver clinical programs in acute care medicine and surgery, addictions and mental health, and childbirth and children’s services. We are also proud to be part of the Eastern York Region North Durham Ontario Health Team (OHT).


Our 526 physicians, 28 midwives, over 3,000 staff and 1,000 volunteers serve patients and families with an honoured to care mindset and are focused on delivering an extraordinary patient experience to the residents of Markham, Whitchurch-Stouffville, Uxbridge and beyond. We are dedicated to providing access to the right care, at the right time, in the right place by the right people and at the right cost. Are you ready to join us?


COVID Statement

As a result of the COVID-19 pandemic and the need to strengthen and promote health protection to patients, staff and members of the public attending in the hospital, prior to the first day of employment with the Hospital, all successful candidates are required to provide proof of COVID-19 vaccination (full vaccination is required). In order to provide you with fair & equitable accommodation, you must submit supporting medical exemption documentation or an affidavit detailing why your religion prohibits you from receiving the COVID-19 vaccine.


Oak Valley Health Diversity Statement 

Oak Valley Health takes pride in serving some of Canada’s most diverse communities. We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly.  All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values. Furthermore, Oak Valley Health is committed to meeting the needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Should you require accommodations during the recruitment and selection process, please contact Human Resources.