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About the Role
The Patient and Family Experience Specialist role supports the management of the day-to-day operations of the Patient and Family Experience Office and Family Resource Centre. This role provides clinical expertise, connects directly with patients and families to resolve concerns, maintains case files, and provides support and education to staff and physicians.
Responsibilities
- Respond to patient and family feedback, including connecting with patients, families, and the community to understand concerns, liaising with leadership, and providing responses.
- Respond to consultation requests from clinical teams seeking support in managing complex situations.
- Support Patient and Family Experience Coordinators in the Family Resource Centre by reviewing complex cases and providing coverage.
- Support the analysis of experience data and completion of reports.
- Participate in CAMH risk management and quality improvement initiatives.
- Prepare correspondence, formal reports, and presentations.
- Provide assistance on confidential employee and physician practice issues and patient clinical matters.
- Liaise effectively with internal stakeholders including Quality and Patient Safety, Office of CAMH President and CEO, Chief Medical Officer, Legal Office, CAMH leaders and managers, Empowerment Council, Psychiatric Patient Advocates Office, Office of Provincial Ombudsman, and clinical leadership.
- Support a workplace that embraces diversity, encourages teamwork, and complies with all applicable regulatory and legislative requirements.
Requirements
- Master’s degree in a related field.
- Be a regulated health professional in good standing with their respective College.
- Experience working in a hospital and/or mental health and addictions field is preferred.
- Awareness of the impact of stigma as experienced by people with lived experience of mental health illnesses and/or addictions.
- Patient Relations and/or conflict management training or Alternative Dispute Resolution certification is an asset.
- Strong written, verbal, and analytical skills.
- Ability to manage multiple activities.
- Skilled at developing and delivering presentations.
- Superior organizational and communication skills, tact, diplomacy, and sound judgment.
- Excellent time management skills.
- Capacity to attend to duties with minimal supervision.
- Conscientious, empathetic, mindful, objective, and able to engage with others in a compassionate and productive manner.
- Ability to effectively manage unpredictable, stressful situations and conflicting priorities.
- Superior computer, data management, and basic statistical analysis skills are essential.
- Proficient in the use of advanced level Microsoft Office suite of applications, Adobe Acrobat Professional, and related software.
- Ability to learn new applications quickly.
- Bilingualism (French/English) and/or proficiency in a second language would be an asset.
Skills
- Written communication
- Verbal communication
- Analytical skills
- Presentation development
- Presentation delivery
- Organizational skills
- Tact
- Diplomacy
- Sound judgment
- Time management
- Computer skills
- Data management
- Basic statistical analysis
- Microsoft Office suite (advanced)
- Adobe Acrobat Professional
Location
- Queen Street Site
Work Type
- Full-time
- Permanent
Experience Level
- Based on experience
Education Level
- Master’s degree
Salary/Compensations
- $85,682.95 – $107,103.68 per year
- $85,682.95 – $128,524.42 per year
Benefits
- HOOPP defined benefit pension plan
- Extended health and dental benefits
- Paid vacation starting at 4 weeks
- Flexible work arrangements
- Ongoing professional development support
About the Company
- CAMH is a fully affiliated teaching hospital and research institute of the University of Toronto.
- CAMH is dedicated to equity, diversity, and inclusion.
- CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change.
- CAMH is on a mission to change the way society thinks about and responds to mental illness.
- CAMH aims to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system – a world where Mental Health is Health.
- To learn more about CAMH, please visit their website at: www.camh.ca.
- To view our Land Acknowledgment, please click here.
Equal Opportunity
- CAMH is dedicated to equity, diversity, and inclusion. Our commitment is to foster a workplace, teaching, and learning environment that is inclusive, respectful, and free from discrimination or harassment.
- CAMH strongly encourages applications from candidates who reflect the diversity of the communities we serve, including First Nations, Métis, and Inuit Peoples; Black and other racialized communities; LGBTQ2S+ communities; women; and people with disabilities, including those with lived experience of mental health and substance use challenges.
- We welcome applicants from all backgrounds.
- If you require accommodations during the application or recruitment process, please let us know.