Patient Experience Lead FTC 2026-6777

Cambridge Memorial Hospital•Cambridge, ON

4d•CA$50 - CA$59

About The Position

Join a hospital where everyone makes a difference! Cambridge Memorial Hospital (CMH) is a thriving community hospital that proudly provides acute care services including: Emergency, Surgery, Medicine, Women’s and Children’s Health, Intensive Care, Mental Health, and Inpatient Rehabilitation. Our vision is to creating healthier communities together. Our dedicated and skilled staff are passionate about providing outstanding patient-centred care, and an exceptional patient experience to residents of the Waterloo Region and beyond. Come be part of our vision as CMH leads in innovation and compassion! To learn more about CMH, please visit our website at www.cmh.org.

Requirements

Undergraduate degree in a relevant health related field required.
Five (5) years’ experience in an acute health care setting required.
Conflict resolution skills required at an excellent to expert level.
Acute listening and perception skills required at an excellent to expert level.
Service recovery skills required at an excellent to expert level.
Ability to easily establish trust required at an excellent to expert level.
Ability to maintain privacy required at an excellent to expert level.
Facilitation and negotiation skills required at an excellent to expert level.
Written and oral communication skills required at an excellent to expert level.
Critical thinking skills required at an excellent to expert level.
Sound judgement and decision making skills required at an excellent to expert level.
Coaching and mentoring others skills required at an excellent to expert level.
Ability to effectively communicate with many levels of the organization effectively is required (e.g. Quality Committee of the Board, Medical Advisory Committee, management, physicians, front line staff).
Experience, and/or additional training with various components of Diversity, Equity, Inclusion (Indigenous Cultural Safety Training, unconscious bias, allyship etc.) required.
Expert knowledge of the Model for Improvement/PDSA for quality improvement is required.
LEAN Yellow Belt or equivalent is required.
Statistical analysis skills to interpret patient experience data is required.
Proficiency in Microsoft Office suite of products (MS Word, MS Excel, MS Power Point) and competence with social media applications, including social media at the strategy level, is required.
Familiarity with relevant legislation is required (including, but not limited to: Excellent Care for All Act, Quality of Care Information Protection Act, Apology Act, Public Hospitals Act).
Ability to work equally effectively both independently and collaboratively is required.
Demonstrated ability to attend work on a regular basis is required.
All staff have received all required doses of a COVID-19 vaccine approved by Health Canada.
The successful external applicant is required to provide the applicable criminal record check, as requested by Human Resources, in accordance with federal and provincial legislation. Valid criminal record checks are in original format and dated with two months from date of conditional offer from CMH.

Nice To Haves

Designation as a Regulated Health Professional and a member in good standing of a recognized health profession or college preferred.
Masters degree in a related field preferred.
Direct experience in Patient Relations role preferred.
Experience with RL6 and Meditech are preferred.

Responsibilities

Define, develop and ultimately lead CMH in consistently delivering an exceptional patient experience.
Facilitate resolution to patient and family concerns by advocating in a DEI sensitive, patient/family centred manner and responding to patients and family members within legislated time frames.
Create organizational appetite and capacity for an exceptional patient experience by acting as a coach and mentor to management, physicians, and front line staff regarding service recovery, effective conflict resolution and pro-active initiatives.
Work proactively with managers to interpret unit level patient experience data from various sources and collaboratively develop and implement unit level foci for improving the patient experience.
Be an influential member of the Patient and Family Advisory Council, and instrumental in the development and implementation of a multi-year Patient Experience Strategy that will nest under the corporate Strategic Plan.
Liaise with Public Affairs & Communications to promote Cambridge Memorial Hospital by actively contributing to CMH social media outlets and other avenues for storytelling.
Provide regular updates to management, Medical Advisory Committee, and the larger hospital community on the status, opportunities and mitigation plans regarding patient experience.
Work with external partners such as Ontario Patient Relations Association and Ontario Hospital Association to influence the broader patient experience agenda.
Present minimum of twice annually to the Quality Committee of the Board in accordance with Excellent Care for All Act (2010).
Perform other duties as assigned.