Director, Patient Care Quality Office

Vancouver Coastal Health

  • Vancouver, BC
  • Permanent
  • Full-time
  • 30 days ago
The salary range for this position is CAD $57.85/Hr. - CAD $83.16/Hr.Job SummaryCome work as a Director, Patient Care Quality Office with Vancouver Coastal Health (VCH)!Vancouver Coastal Health is looking for a Director, Patient Care Quality Office to join the team at the Vancouver General Hospital.Reporting to the Director, Corporate Risk Management the Director, Patient Care Quality Office (PCQO) is accountable for developing, directing, and evaluating the VCH PCQO. The Director PCQO supervises the PCQO staff supporting the investigation of complaints and other feedback concerning patient care quality and works closely with key stakeholders internal and external to the organization to facilitate the resolution of patient/family complaints, to promote quality improvement arising from that feedback, and to minimize risk exposure to the organization. The Director PCQO consults with operations and clinical leaders across VCH in the promotion of quality improvement initiatives originating from feedback from patients.In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety are a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.Apply today to join our team!As a Director, Patient Care Quality Office with Vancouver Coastal Health you will:
  • Lead the regional Patient Care Quality Office in compliance with the Patient Care Quality Review Board Act and other applicable legislation, regulations, and standards. Oversees the development of complaint management policies, procedures, systems, and directions consistent with the organization’s mission, vision, values, objectives, and policies and in consultation with program and service executives, other operational and clinical leaders, clinical heads, the Ministry of Health, the Office of the Ombudsperson, professional regulatory bodies, and other external partners.
  • Work with key stakeholders, both internal and external to the organization, to facilitate resolution to patient/family complaints and to minimize risk exposure/liability claims for the organization and support patients and families in resolution.
  • Oversee investigations of complaints and preparation of status reports. Provides consultation to senior executive, risk management and quality improvement regarding prevention and proposed remedial initiatives, assists in triaging complaints, and determines follow-up actions in response to patient/family complaints or related situations.
  • Fulfill obligations and responsibilities in the context of relevant legislation, regulations and common law collaborating with Risk Management, Information, Access & Privacy, the MOH and the PCQRB Secretariat.
  • Serve as primary liaison between VCH and the Patient Care Quality Review Board (PCQRB) Secretariat, preparing submissions and addressing queries on files escalated to the PCQRB, and collaborating with Program leadership and VCH Executive in the review of and response concerning recommendations made by PCQRB, for consideration by the Chair of the Board of Directors.
  • Performs other related duties as assigned.
QualificationsEducation & Experience
  • A level of education, training and experience equivalent to Master’s preparation in Health Administration or one of the health disciplines or other relevant area, plus a minimum of 7 years’ recent, related experience and professional management/leadership, or an equivalent combination of education, training and experience.
  • Candidates with a background in Nursing or Social Work preferred for this position as it is considered an asset.
Knowledge & Abilities
  • Demonstrated leadership and managerial skills in a large, diverse environment.
  • Excellent communication and conflict-resolution skills including the ability to facilitate, negotiate, and persuade others.
  • Demonstrated ability to effectively lead, manage and supervise staff, including fostering a motivating and respectful environment where individual competencies can thrive.
  • Demonstrated ability to build and maintain effective relationships.
  • Demonstrated commitment to the value of continuous learning.
  • Demonstrated ability to create and execute strategic plans.
  • Demonstrated ability to respond to the needs of stakeholders supported by an acute awareness of the impact of actions.
  • Demonstrated ability to problem-solve with a global perspective in order to incorporate the organization’s systems and strategies when developing viable solutions to problems.
  • Demonstrated ability to establish courses of action for self and others that are results oriented.
  • Demonstrated ability to productively use spreadsheet, word processing and database applications.
  • Physical ability to perform the duties of the position.
Closing StatementAs per the current Public Health Orders, as of October 5, 2023, all employees working for Vancouver Coastal Health must be fully vaccinated for COVID-19 or have received a single dose of the most-recent, updated COVID-19 vaccine. Proof of vaccination status will be required.If you have any questions, please reach out to Orlando Cerrato, Manager, Executive Talent Acquisition at .WHY JOIN VANCOUVER COASTAL HEALTH?VCH is a world class innovator in medical care, research, and teaching, delivering service to more than one million BC residents. At VCH, we embrace thinking boldly, taking smart risks, and "going first" when we believe it will lead to the best possible outcomes for patients and their families. We invite you to join us in creating healthy lives in healthy communities by showcasing our passion for care, connection to the communities we serve and our culture of teamwork that makes VCH a great place to work.
  • Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan
  • Grow your career with employer-paid training and leadership development opportunities
  • Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families
  • Award-winning recognition programs to honour staff, medical staff and volunteers
  • Access to exclusive discount offers and deals for VCH staff
Equity, diversity, and inclusion are essential to our goals of creating a great place to work and delivering exceptional care. We acknowledge and accommodate unique differences and ensure special measures are in place so that all prospective and current employees are given an opportunity to succeed.We are committed to building a representative workforce and encourage applications reflecting diversity of sex, sexual orientation, gender identity or expression, racialization or ancestry, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.Vancouver Coastal Health is proud to be recognized as one of Canada's Top 100 Employers in 2023.Only short-listed applicants will be contacted for this posting.***Employees of VCH must apply online via the Internal Career Portal on CareerHub, you are currently viewing the External Career Portal. Refer to the https://my.vch.ca/working-here/job-postings site for instructions on how to view internal job postings and how to apply as an employee. Current VCH employees who apply to this posting using this external site will be considered as an external candidate. Seniority will not apply.***Thank you for your interest in Vancouver Coastal Health.

Vancouver Coastal Health