Coordinator, Patient Care Quality

Coordinator, Patient Care Quality

Job Information
Author pmnationtalk
Date January 26, 2021
Type Full Time
Company Interior Health Authority
Location Kelowna, BC
Category Medical / Health
Client Interior Health Authority
Contact Information
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Community :KELOWNA

Position Summary

Interior Health is looking for a Coordinator, Patient Care Quality to join our Quality and Patient Safety team.

About the Role:

The Coordinator, Patient Care Quality provides confidential administrative and project management support to the Patient Safety (PS) program.

The Coordinator acts as a resource to the PS program and establishes effective working relationships with internal and external stakeholders; supports project-specific deliverables; and takes responsibility for screening, prioritization, facilitation, resolution, escalation and reporting of visitation and other patient care quality compliments, queries, requests for information and concerns. The Coordinator works with the PS Team, Operational and Medical leadership, IH Quality Managers, Improvement Consultants, Network Leaders, and Patient Care Quality Officers to ensure the rapid resolution of concerns and processing of events within an efficient, timely and coordinated approach for patients and families.

Under the supervision of the Manager, PCQO/Patient Safety Investigations, responsibilities include speaking directly to patients, residents, and family members, screening/prioritizing incoming information, entering data into the Patient Safety Learning System (PSLS); coordinating, tracking and organizing workflow; determining priorities; facilitating, resolving, referring and escalating concerns; coordinating and facilitating meetings; generating written responses for clients; and sorting and distributing various confidential correspondence.

The Coordinator collates, analyzes and reports on data to internal and external stakeholders, and maintains the integrity and confidentiality of information which flows through the Patient Safety department.

This is a temporary full time position until December 31, 2021.

Some Key Duties may include:

Communication and Writing

• Works directly with patients, residents, and family members to receive, prioritize, refer, and resolve queries, concerns, and compliments related to visitation, care, and other matters.
• Collaborates with the PS Team, PCQO office, clinical and medical leadership, administrators, coordinators, network leaders, medical health officers, public health leaders and other internal and external stakeholders regarding policies, guidelines, and processes related to patient safety and quality.
• Works closely with the Patient Care Quality Office and internal/external stakeholders to develop and implement a communication plan to share and manage expectations related to visitation and complaint escalation processes, with IH owned and contracted clinical programs and clinical support services areas.
• Develops customized messages and shares with medical staff, and operational leadership through one-way and two-way communication, including through oral presentations, message briefs for key stakeholders, and website content development and promotion.
• Provides screening and intake in person (where required), by phone or electronically for concerns, compliments, queries and requests for information. Prioritizes, facilitates, and works with clients and leaders to resolve concerns. Transcribes information without judgment and ensures information is transferred into the PSLS and other tracking files or database.
• Acts as a resource and discusses inquiries for information with internal and external contacts in order to obtain and disclose information. Answers inquiries by determining the nature of the issues and provides information directly or through correspondence. Resolves day-to-day problems as required.

Relationship-Building and Problem-Solving

• Incorporates the ideas of others in communication plans and key messages to meet the needs of diverse stakeholders and build commitment to a collective vision related to the measurement and monitoring of patient safety.
• Builds trust among medical staff and operational leaders related to concerns resolution processes and patient safety using effective communication, conflict resolution, and rapport-building.
• Supports resolutions to problems or barriers for successful implementation and tracking of patient quality and safety related recommendations.


• Plans, attends and facilitates meetings for internal and external stakeholders. Records actions or minutes and distributes accordingly. Follows up on action items as required, prepares agendas, and circulates necessary materials for meetings.
• Receives, screens, prioritizes, and distributes incoming information and correspondence; responds to correspondence as appropriate.
• Leads PS team members to continuously improve the service delivered by the PS department, by pro-actively identifying improvement opportunities across the positions and PS processes and by supporting related quality improvement activities to help the Team achieve service excellence.
• Gathering and compiling data, developing and formatting visual data displays, prepares data for analysis and reports on data with adherence to reporting timelines. .
• Performs other related duties as assigned.

Interior Health strives to create an environment where you enjoy the work you do, the place where you work, and the people around you. Together, we create great workplaces. Apply today!


Education, Training, and Experience
• An undergraduate degree, or a Diploma in Business or Health Administration.
• Three to five years of recent, relevant experience.
• Or an equivalent combination of education, training, and experience.

LEADS Capabilities
Demonstrates all LEADS Capabilities, in particular:
• Leads Self/Cultural Agility – self-awareness, demonstrates character; noticing and adapting to cultural uniqueness to create a sense of safety for all.
• Engages Others/Empathy – communicates effectively; listens with heart rather than reacting
• Achieves Results/Process Orientation – takes action to implement decisions, assesses & evaluates results, follows culturally respectful processes that also produce results
• Develops Coalitions/Building a Trust-Based Relationship – builds partnership and networks to create results, demonstrates a commitment to customers and service, participating in open exchanges of experiences and culture
• System Transformation/Credible Champion – demonstrates systems/critical thinking, strategically oriented to the future, champions & orchestrates change, remains self-aware and maintains effective relationships, shows courage and conviction in advocating for change for the betterment of Aboriginal people.

Skills and Abilities
• Knowledge of quality improvement methods and tools.
• Excellence in customer service and knowledge of cultural safety and trauma-informed approach.
• Ability to communicate effectively, both verbally and in writing, with all levels of the organization.
• Effective report-writing skills.
• Ability to lead groups, coach, and build team capacity.
• Ability to self-lead work and identify future priorities and goals.
• General knowledge of current healthcare issues and trends.
• Ability to exercise sound judgment and effective decision-making.
• Strong teamwork skills.
• Ability to work in a highly-structured, fast-paced, and sometimes stressful environment and to be motivated to continue improving it.
• Highly developed organizational skills and the ability to effectively coordinate multiple functions.
• Strong typing and computer skills (i.e. MS Office programs particularly MS Excel, and tools like Visio, Sharepoint, web page design and management).
• Adaptability and willingness to learn new things and work with minimal supervision.
• Effective scheduling and time management skills.
• Ability to respond to changing priorities and unforeseen circumstances.
• Experience working with/engaging physicians and community groups.
• Physical ability to perform the duties of the position.

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