Risk Management and Patient Experience Associate

  • Company:
    Ontario's LHINs
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    12 hours ago
  • Category:
    Health Care

Bring your expertise in risk management and quality improvement to this regular full-time role as a Risk Management Associate for Home and Community Care Support Services Central West (formerly LHIN).Under the direction of the Director, Quality and Risk Management, this position will manage the processes to support the performance review of patient critical incidents and complaints, the daily administration of the Event Tracking Management System (ETMS) and the Healthcare Insurance Reciprocal of Canada HIROC’s Claims Management processes. This role aligns with Home and Community Care Support Services structure. MAJOR RESPONSIBILITIESEnterprise Risk Management ProgramSupports the establishment and maintenance of the Enterprise Risk register and internal and external reporting processes. Assesses the risk culture and develops an annual plan to build risk awareness and capacity in all aspects of Home and Community Care Support Services business functions.Prepares and presents customized quarterly ERM reports to Senior Management. Event Tracking Management System (ETMS) Establishes and maintains a full suite for reports on ETMS Occurrences and Risk Register profile, customized to meet stakeholder needs at all levels of Home and Community Care Support Services Central West.Reviews and assesses the online patient incident reports on an ongoing daily basis. Works collaboratively with Service Provider Organizations to ensure timely and effective response to risk events.Maintains and ensures user profiles are up to date for ETMS. Responds to routine inquiries from other departments, clients, service provider agencies and other external sources related to ETMSs.Prepares, proofreads, and distributes letters, reports, and other material related to ETMS incidents as required. Establishes and maintains a secure filing system for all proprietary information related to claims management, contracts, etc.Participates in the design and ensures the maintenance of the electronic filing systems, specifically for the Complaints and Risk events communicated to the Service Providers and other stakeholders. Coordinates all aspects of meetings related to the ETMSs.Patient Experience Works collaboratively with Service Provider Organizations and internal stakeholders to ensure timely responses to patient complaints.Reviews and assesses the online and verbal patient complaints reports on an ongoing daily basis.Manages the Patient Experience survey processes.Prepares customized Patient Experience reports for departmental, corporate and board level decision-making and planning purposes.Prepares, proofreads, and distributes letters, reports, and other material related to patient complaints. Facilitates to appropriate use of Patient Experience tools and promote the voice of the patient in all aspects of work as appropriate.Quality of Care Review Process Establishes and maintains a corporate compendium of action plans following Quality of Care Reviews in response to an adverse event. This will include tracking the status and completion of recommendations arising from these reviews and documented verification of disclosure.Coordinates and facilitates all aspects of meetings related to Quality of Care reviews, including the use of Root Cause Analysis, Constellation mapping, etc. Coaches Home and Community Care Support Services Central West managers, staff, and Service Provider Organizations (SPOs) on the process to conduct reviews and effectively manage the incident review process. Audits statistical reports for accuracy and completeness and distributes the information as per established schedules. Prepare and present regular patient complaints analysis and reports according to the established schedule.Reporting Prepares customized Patient Safety and Patient Experience reports for departmental, corporate and board level decision-making and planning purposes.Prepare quarterly ETMS reports for Service Provider Performance Reviews in consultation with the Contracts Department.Education Designs, develops, delivers and evaluates a comprehensive education program in order to develop a risk aware culture at Home and Community Care Support Services Central West.Provides ongoing coaching and just in time training for Home and Community Care Support Services Central West staff and Services Provider organizations as the need arises. OtherEnsure full compliance with provisions under the Personal Health Information Protection Act, 2004 (PHIPA).Performs other related duties as assigned.QUALIFICATIONS:Post-secondary education in Risk Management, Quality Improvement, Patient Safety, or equivalent experience.Minimum of three years’ job related experience in risk management, quality improvement, or coordinator/ team leader position in a health environment.Supplementary training/certification in Quality Improvement, Patient Safety, Patient Experience and Project Management would be an asset.Risk Management certification would be an asset.Advanced proficiency with a variety of software applications (MS Word, MS Access, Excel, Windows Explorer, and PowerPoint, Visio).Proficiency in the use of a range of risk management tools, including Risk Assessment, Heat Mapping, Root Cause Analysis, Constellation Mapping, Failure More and Effect Analysis, etc.Understanding of principles of risk management, quality improvement, change management, basic statistics and adult education.Experience in preparing statistical reports.Experience working with Event Tracking Management System (ETMS) or equivalent is an asset.Who We Are:A mosaic of geographic and cultural diversity and home to over 922,000 local residents, Home and Community Care Support Services Central West plans, integrates, funds and monitors the local health care system for the regions of Brampton, Caledon, Dufferin, Malton, North Etobicoke and West Woodbridge. Through thePatients First Act, Home and Community Care Support Services are alsoresponsible for the delivery of home and community care services and primary care planning, resulting in a better experience for both patients and those who care for them.Employees at the Home and Community Care Support Services Central West enjoy a competitive compensation package, which includes a comprehensive benefit plan. We are committed to creating a work environment that fosters continuous learning at all levels of our organization, including ongoing internal learning opportunities, formal training events and conferences.How to Apply:If you are career minded and an ambitious person seeking a chance to be part of a team that’s truly making a difference in the lives of others, please apply on-line at http://lhinjobs.ca/.We are committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment process.We are governed by the requirements of the French Language Services Act and, therefore, encourage applications from bilingual candidates. Posting available in French upon request.