Leader, Patient Experience, Measurement

Leader, Patient Experience Measurement
BC Mental Health & Substance Use Services
Burnaby, BC

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient and employee safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Director, Patient Experience & Community Engagement, the Leader, Patient Experience, works closely and in collaboration with regional mental health, substance use and correctional health, health authorities, medical leaders, primary care providers and community partners for planning and implementation of activities related to patient experience across the continuum. Stakeholder, change management, project and program management, knowledge transfer and exchange, and health service planning skills and knowledge are used to enhance community capacity and quality of the patient experience in mental health and substance use and correctional health care.

The Leader also facilitates the development, execution and evaluation of program and project activities through a coordinated, interdisciplinary approach and conducts reviews of programs, undertakes program evaluation directly or in conjunction with provincial teams. The Leader supports survey development, organizes and facilitates interviews, meetings and focus groups to provide for patient, professional and public input to inform program development.

The Leader may also support and lead subcommittees, working groups and project teams.

What you’ll do

• Lead the development, implementation and evaluation of patient experience activities in conjunction with regional mental health, substance use and correctional health centres, health authorities and primary care providers by determining priorities and objectives to promote evidence-informed approaches for patient experience and capacity building within the community.
• Provide planning, management and oversees the patient experience measurement strategy..
• Work with Director and BCMHSUS staff to ensure patient experience initiatives are meeting established objectives and outcomes.
• Provide leadership and education on principles of patient experience and person- and family-centered care with health professionals and leaders across BCMHSUS.
• Provide overall project management for assigned projects including, project planning, monitoring of project budgets and deliverables, and staff supervision. In addition, provides leadership to project teams to identify risk and resolve issues across projects, departments, collaborators, regulators and external stakeholders.

• Develops proposals, funding partnerships and business cases in line with the Program’s agendas and priorities.

What you bring

Qualifications

• A level of education, training, and experience equivalent to a Master’s Degree in a related health field. A minimum of five years’ experience as a manager, coordinator or leader in a health related field developing community based health programs.
• The Leader is expected to be able to travel locally, provincially and nationally. The incumbent is required to have suitable efficient transportation.

Skills and Knowledge

• Demonstrated strong program evaluation and research skills and experience in a leadership position.
• Effective planning and communication skills.
• Strong negotiation, mediation and facilitation skills.
• Demonstrated commitment to change and process management.
• Strong analytical, problem solving and critical thinking skills.
• Knowledge of current and emerging evidence based practice in standards and guidelines, continuing education and adult learning principles.
• Experience in patient experience, patient and family centred care, and measurement are an asset.
• Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission’s 94 Calls to Action (2015), In Plain Sight Report (2020), BC’s Declaration on the Rights of Indigenous Peoples Act (2019), and other related reports.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC’s Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.)

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including 2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular Full-Time (1.00 FTE)
Wage: $88,990 – $127,923 / Year The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Location: 1795 Willingdon Avenue, Burnaby, BC V5C 6E3
Applications will be accepted until position is filled.
Hours of Work: Monday – Friday; 0830-1630
Requisition: # 166082E

What we do

BCMental Health & Substance Use Services (BCMHSUS) cares for people with complex mental health and substance use challenges.

BCMHSUS is part of the Provincial Health Services Authority (PHSA).

The Provincial Health Services Authority ( PHSA ) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA and BCMHSUS are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey-one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca

Please note the internal job posting will no longer be accessible after the expiry date of May 30, 2024 . If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.