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customer service representative - call centre

Title posted on CareerBeacon - Patient Experience Advisor

Posted on May 15, 2025 by Employer details Vitalité Health Network

Job details

DEPARTMENT: Patient ExperienceBARGAINING UNIT: Management and Non-BargainingJOB TYPE: Permanent full-timeSCHEDULE: Day, 8 and 12-hour shifts. Work schedule may be changed to meet operational needs.LANGUAGE REQUIREMENTS: Bilingual essentialNOTE: Applicants must attach a resume to their application. JOB SUMMARY:Reporting to the Manager of Patient Experience, the successful candidate is responsible for integrating best practices in client satisfaction within the facilities where the incumbent provides services. This integration is achieved through implementation and support of patient- and family-centred care and service delivery in all facilities and programs in the region. The incumbent works closely with all levels of the organization to implement strategies to seek feedback from and listen to patients and their families in order to improve the quality of care and services and the patient experience. The incumbent is also responsible for implementing an integrated approach to managing and addressing complaints, with the objective of using complaints as a source of information to improve services. The incumbent ensures that effective, transparent, responsible and reasonable processes are used and that the interests of stakeholders are well represented. The incumbent serves as a liaison between patients and their families / loved ones and all staff members to facilitate handling and effective resolution of complaints. The incumbent also works closely on the continuous improvement of quality, patient safety, and activities to integrate standards and best practices under the accreditation process, which is also supported by the quality sector. REQUIREMENTS: Undergraduate degree in the health care field or any other combination of training and experience deemed equivalent; Specific training in quality management or patient safety or willingness to obtain such training within two years of starting position; Specific training in conflict resolution and communication techniques or ability to obtain such training within one year of starting position; Graduate degree considered an asset; Five years' varied experience in the health field; Clinical experience in a hospital setting; Management experience considered an asset; Good analytical and problem-solving skills for complex issues; Leadership and ability to motivate/engage others to achieve a common goal; Group/meeting facilitation and conflict management skills; Keen organizational skills, good judgment and ability to prioritize work; Skills in research methodology and interpretation of results; Aptitudes for team facilitation, coordination of initiatives as well as development and presentation of educational material; Good knowledge of Microsoft Office tools, Meditech (MedQM, PCI), etc.;Ability to work independently and as part of a team;Physical ability to perform the assigned work;Good work history (performance and attendance);Adherence to professional ethics principles, to the Network's management philosophy and organizational values;Compliance with the rules of confidentiality set by Vitalité Health Network.The above requirements may be verified through oral, written or practical tests during the selection process.Should there be no fully qualified applicants, this position will not necessarily be reposted. If you wish to be considered for this position and meet most of the requirements, you are encouraged to apply at this time.The employer reserves the right to shorten or extend temporary assignments for operational reasons.We thank all applicants. However, only those selected will be contacted.