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Patient Relations Representative - Job Opportunity at Southlake Health

Newmarket, Canada
Casual
Mid-level
Posted: April 12, 2025
On-site
CAD 65,000 - 85,000 annually based on location and experience level

Benefits

Healthcare benefits package
Professional development opportunities
Work-life balance initiatives
Team-oriented environment
Recognition programs
Career advancement potential

Key Responsibilities

Lead patient advocacy and conflict resolution processes
Investigate and respond to patient/family feedback regarding care quality
Ensure compliance with patient rights and healthcare regulations
Facilitate communication between healthcare providers and patients
Manage crisis interventions and complaint resolution
Develop and implement patient relations strategies
Generate analytical reports on patient satisfaction metrics

Requirements

Education

Baccalaureate Degree in Health Care Discipline (Masters preferred)

Experience

3 years in Patient Relations role within healthcare setting

Required Skills

Complaint Management Mediation Conflict Negotiation Crisis Intervention Customer service expertise Strong investigative skills Cultural competency Stress management Interpersonal communication Report writing Microsoft Office 365 proficiency RL Solutions Database experience

Certifications

Appropriate Regulatory College membership
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Sauge AI Market Intelligence

Industry Trends

Healthcare organizations are increasingly prioritizing patient experience and satisfaction metrics as key performance indicators Rising demand for patient advocacy professionals due to complex healthcare delivery systems and increased focus on patient-centered care Growing emphasis on cultural competency and diverse patient population needs in healthcare settings Integration of digital tools and data analytics in patient relations management

Role Significance

Typically part of a specialized patient relations team of 3-5 members, collaborating with multiple departments across a 6,000-person organization
Mid-level position with significant institutional impact, serving as a key liaison between healthcare providers and patients while influencing organizational policies and procedures

Key Projects

Implementation of patient feedback systems Development of conflict resolution protocols Cultural competency initiatives Patient satisfaction improvement programs Regulatory compliance projects

Success Factors

Strong emotional intelligence and conflict resolution abilities Deep understanding of healthcare regulations and patient rights Excellence in cross-functional communication and stakeholder management Ability to maintain composure in high-stress situations Strategic thinking in complaint resolution

Market Demand

High demand with steady growth projected due to increasing focus on patient experience and regulatory compliance in healthcare settings

Important Skills

Critical Skills

Mediation and conflict resolution expertise essential for managing complex patient situations Cultural competency critical for serving diverse patient populations Healthcare regulatory knowledge necessary for ensuring compliance and patient rights

Beneficial Skills

Data analysis capabilities for tracking and reporting patient satisfaction metrics Project management skills for implementing improvement initiatives Change management expertise for driving organizational improvements

Unique Aspects

Role combines traditional patient advocacy with strategic organizational improvement
Strong emphasis on cultural competency and diverse community needs
High-level institutional support for patient relations initiatives
Opportunity to influence healthcare delivery systems at a regional level

Career Growth

2-4 years in role before advancement opportunities, depending on performance and organizational growth

Potential Next Roles

Patient Experience Manager Director of Patient Relations Healthcare Quality Manager Patient Advocacy Program Director

Company Overview

Southlake Health

Southlake Health is a major regional healthcare provider serving northern York Region and southern Simcoe County, with specialized programs in Cancer Care and Cardiac Care

Leading healthcare institution with Exemplary Standing from Accreditation Canada, indicating top-tier service quality and organizational excellence
Significant regional healthcare provider serving the northern GTA and Simcoe-Muskoka areas, with a strong community focus
Professional environment emphasizing quality care, innovation, and continuous improvement, with strong support for employee development and team collaboration
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