Position Summary

Interior Health is hiring a permanent two full-time Intake Coordinator | Patient Care Quality and Adult Guardianship who are passionate about making a difference in healthcare.

Location: This position is flexible within the Interior Health Region.

What we offer:

• An attractive remuneration package
• Excellent career prospects
• Employer paid training/education
• Employer paid vacation
• Employer paid insurance premiums
• Extended Health & Dental coverage
• Work-life balance
• May be eligible to contribute to MPP

Salary range for the position is $67,861 to $97,550. Interior Health establishes salaries within the minimum and maximum of the salary range based on consideration of the qualifications, experience of the applicant, and an internal equity review of the salaries of other employees.

How will you create an impact:

The Intake Coordinator, Patient Care Quality and Adult Guardianship (Intake Coordinator) is the acknowledged internal expert for patient care quality and adult guardianship related data, and functionality of navigating various systems that collect data. As this resource, the Intake Coordinator is expected to facilitate, guide and provide advice for the successful coordination of assigned related projects across Interior Health (IH) and supports strategic planning initiatives through coordinating local and authority-wide implementations when applicable.

Reporting to the Manager, Patient Care Quality Office (PCQO), and working closely with the Patient Safety consultants, the Intake Coordinator supports IH in its focus on establishing and maintaining effective relationships with our patients/clients/residents. The Intake Coordinator provides administrative and analytic support and makes recommendations to the Manager PCQO, Director PCQO and Patient Safety consultants in the management, resolution and education of patient/client/resident issues. The Intake Coordinator is also responsible for overseeing a system for tracking, analyzing and reporting client feedback activities. This role works closely with the Manager, Director, consultants, Risk Management, Client Relations and Communications, referring to them all client feedback issues with potential liability or other risks.

The Intake Coordinator collaborates and assists partners to streamline and standardize processes and ensure policies, procedures, and standards are adhered to in relation to Patient Care Quality and Adult Guardianship. The Intake Coordinator communicates with all levels of staff and patient/clients/residents/family. The Intake Coordinator participates on internal and provincial committees as required and works closely with the managers and consultants to address care concerns and guardianship processes. The Intake Coordinator is an expert that provides advice and system recommendations to team members and other partners.

What will you work on:

• Acts as the primary intake liaison for patient care concerns (e.g. complains, requests for information and compliments) brought forth to the Patient Care Quality Office (PCQO), provides timely and effective triaging of complaints, and uses critical thinking and organizational knowledge to resolve or makes decisions regarding follow up actions in response to patients/clients/residents’ complaints and related situations.
• Responds to a variety of internal and external inquiries, including Ministry of Health and the Office of the Ombudsperson, by serving as the main point of contact and providing information directly to patients/clients/families, adult guardianship knowledge coordinator, patient safety consultants or to external organizations.
• Fulfills obligations and responsibilities in the context of relevant legislations and regulations and collaborates with internal partners including Communications and Privacy and Risk.
• Participates and provides recommendations in the maintenance and development of a client feedback information management system (i.e. Patient Safety & Learning System or “PSLS” data collection tools and databases), ensuring that patient/family feedback is documented, status of resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes.
• Coordinates, organizes and provides administrative and secretarial support to the IH Patient Care Quality Office and Adult Guardianship (AG) team.
• Supports and participates in process mapping to ensure the effective and efficient administration of PCQO and AG by addressing and resolving day-to-day issues, evaluating procedures, making recommendations and implementing the revised improvements.
• Guides in the development and maintenance of efficient systems for creating, maintaining and formatting documents, operation manuals and materials.
• Acts as the primary knowledge resource for the team, providing advice and guidance in identifying and obtaining applicable policies, procedures and reference materials. Refers staff to other resources as required.
• Coordinates, supports and participates in team meetings.
• As required of the Manager and/or Director, liaises with key partners with a variety of activities, including meetings, workshops, orientation programs, education sessions and teleconference calls for the team. Arranges location, catering, equipment and presentation materials. Liaises with external agencies as required. Takes, transcribes and distributes minutes of meetings. Oversees the follow‑through of decisions to maintain precise records and prompt required actions.
• In alignment with IH’s Occupational Health & Safety Program, employees shall adhere to all Occupational Health and Safety policies and procedures at all times and attend all required training. Employees are responsible to report any identified hazards, unsafe conditions or incidents to the manager or supervisor immediately.
• 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!

Honouring Interior Health’s commitment to Truth and Reconciliation and the Declaration on the Rights of Indigenous Peoples Act (DRIPA), and Pursuant to Section 42 of the BC Human Rights Code, preferential consideration and/or hiring will be given to qualified applicants who self-identify as Indigenous (First Nations, Métis, or Inuit).

Qualifications

Education, Training and Experience

• Bachelor’ degree in relevant human services discipline
• Three (3) to five (5) years of recent, relevant office and administrative experience in quality improvement, client relations, and/or compliant management.
• Or an equivalent combination of education, training, and experience.

Skills and Abilities

• Excellent interpersonal, oral, and written communication skills with the ability to communicate complex ideas in simple terminology.
• Ability to communicate effectively one-on-one and in front of groups.
• Ability to understand and clearly relate technical information and principals of operation to other members of the organization.
• Demonstrated ability to function independently and organize work effectively.
• Strong customer service orientation.
• The ability to exercise independent judgment in reaching decisions is required and the ability to determine when consultation with leaders or external advisors is necessary.
• Valid BC driver’s license.
• Physical ability to perform the duties of the position.

Comments

Interior Health is committed to diversity, equity, and inclusion and to creating an environment free from discrimination. Our goal is to cultivate a workforce rich in culture, experience, and knowledge to enable us to provide high quality, accessible and culturally safe health services to everyone in the Interior Health region. We are committed to addressing existing inequities and barriers to achieving a diverse workforce, one that is representative of the communities we serve. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups.