Coordinator, Quality, Risk and Organizational Effectiveness

The Louis Brier Home and Hospital•Vancouver, BC

2d•CA$54,623 - CA$71,692•Onsite

About The Position

Reporting to the Executive Assistant to CEO & Board of Directors, the Coordinator, Quality, Risk and Organizational Effectiveness is responsible for providing administrative and operational support to leadership and interdisciplinary teams while contributing to the organization’s quality improvement, risk management, Accreditation and effectiveness activities. This position coordinates a variety of administrative functions, supports effective communication and meeting processes, assists residents and families, supports continuous quality improvement initiatives across LBHH and WR, as well as facilitates the collection, reporting and follow-up of quality and risk management activities. The position supports organizational excellence through the coordination of quality improvement initiatives, Accreditation activities, performance monitoring, risk assessment, policy review and continuous improvement efforts that enhance resident care, safety, service quality and organizational effectiveness.

Requirements

Diploma or Bachelor's degree in Healthcare Administration, Business Administration, Quality Improvement, Health Information Management, Nursing, Human Resources, Public Administration, or a related discipline.
Minimum three (3) to five (5) years of recent related experience in healthcare administration, quality improvement, risk management, Accreditation support, project coordination, organizational effectiveness or administrative leadership support.
Advanced proficiency in Microsoft Word, PowerPoint, Excel and Outlook is essential.
Demonstrated ability to collect, analyze, interpret and present data to support quality improvement, risk management, decision-making and organizational performance monitoring.
Strong organizational and time-management skills.
Exceptional attention to detail and accuracy.
Ability to organize, prioritize and work under pressure with deadlines.
Ability to maintain a high degree of tact, discretion and diplomacy in a fast paced, changing environment.
Strong written and verbal communication skills.
Ability to problem solve independently.
Strong computer skills.
Demonstrated ability to collect, analyze, interpret and present data in a meaningful and actionable manner.
Knowledge of quality improvement methodologies, Accreditation processes, risk management principles and performance measurement frameworks.
Ability to identify opportunities for process improvement and support implementation of organizational change initiatives.

Nice To Haves

Experience supporting quality improvement initiatives, Accreditation processes, performance measurement, complaints management, risk management, policy development or organizational effectiveness activities is preferred.
Experience in long-term care, seniors care, healthcare or a community-based setting is preferred.
Sensitivity to and appreciation of Jewish traditions, culture and community values is preferred.
Sensitivity to the cultural diversity of the Jewish community.

Responsibilities

Provides comprehensive administrative support to the Senior Leadership Team, managers and other team members as required.
Prepares and distributes meeting agendas, supporting materials and related documentation for Operations Team Meetings, Interprofessional/Admission, Discharge and Transfer Huddles and other committees as required. Attends meetings, records accurate minutes and ensures their timely distribution.
Coordinates and manages the Boardroom and Weinberg Classroom schedules, including room bookings, setup and audiovisual equipment support.
Assists families with booking the Bistro and Weinberg Classroom for gatherings and resident birthday celebrations. Ensures room is prepared prior to an event and communicates booking details to Reception Team.
Procures, maintains and distributes office supplies for the Reception Team, nursing units and other departments’ offices.
Maintains and regularly updates the internal phone directory and the phone directory for families.
Coordinates the Manager-On-Call schedule on a biannual basis and ensures managers’ calendars are updated with their assigned on-call shifts.
Assists in the planning and coordination of workshops, conferences, focus groups, meetings and travel arrangements, including attendee confirmations, venue bookings, accommodations, transportation and catering.
Maintains and manages the calendar of Senior Leadership Team members, coordinating meetings, appointments and events, as well as handling scheduling changes, cancellations and invitations as required.
Coordinates the ordering and distribution of business cards for staff.
Manages telephone support requests from residents, families and staff and liaises with external providers to resolve issues in a timely manner. Must be comfortable assisting residents in setting up their telephone voicemail.
Monitors and responds to concerns, comments, compliments and complaints sent through [email protected].
Receives and conducts timely investigation of complaints at LBHH and WR from non-staff sources (residents, families, companions, volunteers, visitors, etc.) in collaboration with other departments.
Facilitates determination of root cause and coordinates the complaints management process, including documentation, response tracking, corrective action follow-up and maintenance of complaint records and trend reports.
Acts as an advocate within LBHH and WR when residents and families are unable to advocate for themselves or are unsure of their rights. Applies knowledge of resident rights and responsibilities in addition to any ethical dilemmas that may also be presented.
Coordinates the collection, analysis and reporting of quality indicators. Supports interdisciplinary collaboration, trend monitoring and reporting to leadership and the Board.
Assists with the development, monitoring and reporting of organizational performance indicators, dashboards, balanced scorecards, quality improvement initiatives and other measures of organizational effectiveness.
Coordinates Accreditation-related activities, including evidence collection, workplan tracking, documentation management, readiness activities and follow-up on recommendations arising from Accreditation reviews, surveys, audits and external evaluations.
Identifies recurring themes, systemic issues and opportunities for improvement arising from complaints, compliments, resident and family feedback, incident reports, quality indicators and risk management activities. Escalates recommendations to leadership as appropriate.
Supports organizational effectiveness initiatives through project coordination, process mapping, workflow reviews, policy review, performance measurement and continuous improvement activities.
Oversees incident reporting on PointClickCare, including timely review and closure, coordination of investigations and corrective actions, as well as tracking of trends and follow-up to ensure completion.
Timely monitors and responds to Quality & Risk Management referrals on PointClickCare.
Participates in the following committees (but not limited to): Emergency Preparedness Committee, Accreditation Steering Committee and Integrated Quality and Resident Safety Committee.