Intake Assistant - Patient Relations

About the Opportunity

Reporting to the Director, Quality Improvement & Safety and NSH Director Patient Relations & Patient Experience, the Intake Assistant is responsible for intake and screening functions for all feedback, questions and concerns received by Patient Relations. Intake is the initial point of contact for patient relations, taking a lead role in facilitating the delivery of timely, courteous, and appropriate follow up to those who share feedback with Nova Scotia Health via the Patient Relations message centre. Excellence in Customer Service is required.

The intake assistant gathers pertinent information and manages non-complex concerns to resolution The incumbent works in a highly confidential setting which has a high profile with both external and internal stakeholders.
The intake assistant works with the patient relations team to gather and translate healthcare experiences into meaningful evidence to support learning from patient experience, decision making,
and enhanced person-centered care.

This position maintains and works with patient relations database applications to provide statistical reporting and to help identify trends and themes in healthcare experiences.
This position provides administrative support to the Directors and other members of the team.
The intake assistant facilitates communication and meaningful engagement between patients and families and care teams with a priority focus on preserving relationships and building trust and confidence in patient/family and healthcare provider relationships, Nova Scotia Health and the health care system.

About You

We would love to hear from you if you have the following:

• Minimum 1-year post-secondary business program with 2 years relevant job experience required. A degree or certificate in a health care related discipline is preferred.
• Experience in a complex health care environment, working with patients, physicians, administration and staff is an asset. Equivalent experience and knowledge will be considered.
• Experience in approaches to conflict resolution and problem solving is desired.
• Ability to communicate (written and verbal) effectively demonstrating a high level of tact and diplomacy when interacting with patients, families and team members
• Effective approaches to conflict resolution and problem solving
• Patient centered customer service
• Ability to build respectful, trusting and productive relationships
• Ability to balance empathy and compassion with the need to share timely, and specific information
• Ability to balance diverse and conflicting interests and expectations. Ability to think analytically and to evaluate effectively
• Broad knowledge and understanding of Nova Scotia Health structure, programs, and services
• Effective networking and resource building across the health care continuum and with clients of Patient Relations
• Familiarity with existing resources and community support networks
• Ability to work independently as well as in a team environment with a positive attitude
• Ability to handle multiple priorities and to work effectively in unpredictable and crisis related situations
• Advanced computer literacy (Word, Outlook, Excel, Access, Power Point)
• Advanced administrative skills, including strong organizational, planning and time management skills
• Competencies in other languages an asset, French preferred

Please ensure your resume is up to date and includes all relevant education, experience, training, and certifications.

Hours

• Casual relief position

Compensation and Benefits

$22.34 - $27.93 Hourly