Judul : EARLY RESOLUTION SPECIALIST - Health Quality Ontario - Toronto, ON
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EARLY RESOLUTION SPECIALIST - Health Quality Ontario - Toronto, ON
Organization:
Health Quality Ontario
Division:
Patient Ombudsman
City:
Toronto
Job Term:
1 Permanent, 1 Temporary up to 18 months
Job Code:
HQO/2 - HQO/2
Salary:
Not Available
Open
Job ID:
120534
The Excellent Care for All Act includes provisions that established the Patient Ombudsman. The Patient Ombudsman is responsible for receiving, resolving, and investigating complaints relating to Ontario's LHIN community and home care, long-term care facilities and public hospitals.
THE OPPORTUNITY:
Join the team in the rewarding role of Early Resolution Specialist. The Early Resolution Specialist is the first contact for people coming to Patient Ombudsman with complaints relating to Ontario's LHIN community and home care, long-term care homes and public hospitals. The Early Resolution Specialist receives, analyzes, and triages complaints to identify issues and determine how to resolve them or when to escalate to management. The Early Resolution Specialist will conduct research, make inquiries to health sector organizations and apply a number of strategies in an attempt to resolve complaints at an early stage.
• Functions as the first contact (telephone, e-mail, web form, correspondence, in-person) receiving inquiries and complaints obtaining all relevant information by asking clarifying questions, requesting documentation, when appropriate, and conducting follow-up as required.
• Triages and prioritizes complaints as appropriate to ensure appropriate, timely and relevant responses.
• Conducts a preliminary review and assessment of the incoming complaint to identify whether it may fall within or outside Patient Ombudsman's jurisdiction and to also identify the relevant organization complained about.
• Provides appropriate information and referrals in response to complaints which fall outside the jurisdiction of Patient Ombudsman or are premature for Patient Ombudsman to consider.
• Analyzes complaints to identify main issues and flags complaints which are judged to be exceptionally serious, sensitive, high profile or systemic in nature, according to pre-defined guidelines and direction provided by management
• Uses a case assessment method to identify and analyze more complex, multi-faceted or system issues.
• When attempting an early resolution of a complaint, conducts appropriate research, makes focused inquiries, Identifies applicable legislation, regulations, policies or procedures and applies relevant portions to the issues identified in order to attempt resolution or to make appropriate recommendations on the disposition of complaints.
• Communicates with complainants and health sector organization officials to attempt resolution of complaints using a variety of conflict resolution strategies.
• If a resolution is not successful, consults with manager to determine if further attempts can be made for a resolution or if an investigation may be considered.
b) Analysis and Report Writing
• Reviews and analyzes complaints, and identifies and frames issues for follow-up.
• Creates and maintains factual, objective and accurate documentation to ensure neutrality.
• Prepares correspondence and other documentation, which clearly and cogently communicates the substance of a complaint, the issues that were dealt with by Patient Ombudsman and its disposition of the complaint, along with the rationale for the assessment and disposition of a complaint.
• Ensures that all information relating to an inquiry or complaint is documented in the case management system, including storing an electronic copy of all paper documents in the case management system.
• Prepares complaints for referral to investigations by ensuring all appropriate background information has been obtained, early resolution strategies exhausted, and the case management system record is up-to-date.
• Provides assistance with investigations as approved by the manager.
• Regularly ensures that timelines and deadlines are met and that all complaints are dealt with in a timely fashion without undue delay.
c) Communication
• Utilizes advanced communication skills including active listening, ability to diffuse emotional situations and the ability to extract relevant information through telephone and/or in person interviews.
• Communicates necessary information to complainants, health sector organization employees, and others by telephone, email, correspondence or in person.
• Correspondence and other communications must be easy to understand and reflect the appropriate tone of Patient Ombudsman.
• Utilize effective facilitation skills in resolving complaints within established time frames.
• Participates in Team meetings sharing information on the status of complaints, anticipated difficulties and the status of the resolutions.
• Consults with the manager and others for strategies and/or guidance on resolution options.
• Works collaboratively and maintains an effective and professional working relationship with other members of the Patient Ombudsman Team.
d) Compliance
• Complies with all relevant legislation, including but not limited to, the Excellent Care for All Act, the Freedom of Information and Protection of Privacy Act, the Ontario Human Rights Code, the Health Care Consent Act, and the Occupational Health and Safety Act.
• Complies with the policies and procedures of Patient Ombudsman.
e) Other Activities
• Maintains the confidentiality and privacy of personal information and personal health information
• Participates in learning opportunities.
• Participates in internal committees and undertakes special projects.
• Mentors/coaches new colleagues, as required.
• Performs other duties as assigned.
• 3 years experience providing intake and complaint handling services in a similar type organization
• Demonstrated experience in analyzing and identifying issues without injecting opinion or acting as an advocate.
• Demonstrated ability to creatively and effectively problem solve to reach resolutions.
• Knowledge of public hospitals, long-term care homes and/or LHIN community and home care (formerly known as CCACs - community care access corporations).
• Proven experience understanding and interpreting legislation, policies and procedures.
• Ability to bring innovative thinking to an issue, while working within a prescribed framework.
• Capable of multitasking, balancing the need to resolve issues quickly with an effective and thorough analysis.
• Demonstrated commitment to customer service and quality principles in service delivery.
• Demonstrated ability to work with and respond effectively in a diverse population.
• Demonstrated ability to communicate with individuals who are distressed, emotionally distraught or who may require special accommodation.
• Excellent oral and written skills, and the ability to communicate effectively and efficiently with individuals at all levels.
• Self-starter with a proven ability to work independently and within a team.
• Ability to work collaboratively and maintain an effective and professional working relationship.
• Demonstrated ability to identify risks and take appropriate steps to mitigate risks.
• Demonstrated proficiency in the use of Microsoft Office: Word, Excel and PowerPoint
• Experience using case/complaint management systems (CMS) and other call centre technologies.
• End-user experience using the Workpro CMS a definite asset.
Proficiency in oral and written communication in French an asset.
THE OPPORTUNITY:
Join the team in the rewarding role of Early Resolution Specialist. The Early Resolution Specialist is the first contact for people coming to Patient Ombudsman with complaints relating to Ontario's LHIN community and home care, long-term care homes and public hospitals. The Early Resolution Specialist receives, analyzes, and triages complaints to identify issues and determine how to resolve them or when to escalate to management. The Early Resolution Specialist will conduct research, make inquiries to health sector organizations and apply a number of strategies in an attempt to resolve complaints at an early stage.
What can I expect to do in this role?
a) Complaint Intake and Early Resolution• Functions as the first contact (telephone, e-mail, web form, correspondence, in-person) receiving inquiries and complaints obtaining all relevant information by asking clarifying questions, requesting documentation, when appropriate, and conducting follow-up as required.
• Triages and prioritizes complaints as appropriate to ensure appropriate, timely and relevant responses.
• Conducts a preliminary review and assessment of the incoming complaint to identify whether it may fall within or outside Patient Ombudsman's jurisdiction and to also identify the relevant organization complained about.
• Provides appropriate information and referrals in response to complaints which fall outside the jurisdiction of Patient Ombudsman or are premature for Patient Ombudsman to consider.
• Analyzes complaints to identify main issues and flags complaints which are judged to be exceptionally serious, sensitive, high profile or systemic in nature, according to pre-defined guidelines and direction provided by management
• Uses a case assessment method to identify and analyze more complex, multi-faceted or system issues.
• When attempting an early resolution of a complaint, conducts appropriate research, makes focused inquiries, Identifies applicable legislation, regulations, policies or procedures and applies relevant portions to the issues identified in order to attempt resolution or to make appropriate recommendations on the disposition of complaints.
• Communicates with complainants and health sector organization officials to attempt resolution of complaints using a variety of conflict resolution strategies.
• If a resolution is not successful, consults with manager to determine if further attempts can be made for a resolution or if an investigation may be considered.
b) Analysis and Report Writing
• Reviews and analyzes complaints, and identifies and frames issues for follow-up.
• Creates and maintains factual, objective and accurate documentation to ensure neutrality.
• Prepares correspondence and other documentation, which clearly and cogently communicates the substance of a complaint, the issues that were dealt with by Patient Ombudsman and its disposition of the complaint, along with the rationale for the assessment and disposition of a complaint.
• Ensures that all information relating to an inquiry or complaint is documented in the case management system, including storing an electronic copy of all paper documents in the case management system.
• Prepares complaints for referral to investigations by ensuring all appropriate background information has been obtained, early resolution strategies exhausted, and the case management system record is up-to-date.
• Provides assistance with investigations as approved by the manager.
• Regularly ensures that timelines and deadlines are met and that all complaints are dealt with in a timely fashion without undue delay.
c) Communication
• Utilizes advanced communication skills including active listening, ability to diffuse emotional situations and the ability to extract relevant information through telephone and/or in person interviews.
• Communicates necessary information to complainants, health sector organization employees, and others by telephone, email, correspondence or in person.
• Correspondence and other communications must be easy to understand and reflect the appropriate tone of Patient Ombudsman.
• Utilize effective facilitation skills in resolving complaints within established time frames.
• Participates in Team meetings sharing information on the status of complaints, anticipated difficulties and the status of the resolutions.
• Consults with the manager and others for strategies and/or guidance on resolution options.
• Works collaboratively and maintains an effective and professional working relationship with other members of the Patient Ombudsman Team.
d) Compliance
• Complies with all relevant legislation, including but not limited to, the Excellent Care for All Act, the Freedom of Information and Protection of Privacy Act, the Ontario Human Rights Code, the Health Care Consent Act, and the Occupational Health and Safety Act.
• Complies with the policies and procedures of Patient Ombudsman.
e) Other Activities
• Maintains the confidentiality and privacy of personal information and personal health information
• Participates in learning opportunities.
• Participates in internal committees and undertakes special projects.
• Mentors/coaches new colleagues, as required.
• Performs other duties as assigned.
How do I qualify?
Education & Experience:
• Post-secondary education in social sciences, health sciences, law, alternative dispute resolution or in a related field with an acceptable combination of education and experience.• 3 years experience providing intake and complaint handling services in a similar type organization
Knowledge & Skills:
• Demonstrated ability to apply alternative dispute resolution skills: facilitation, mediation and negotiation.• Demonstrated experience in analyzing and identifying issues without injecting opinion or acting as an advocate.
• Demonstrated ability to creatively and effectively problem solve to reach resolutions.
• Knowledge of public hospitals, long-term care homes and/or LHIN community and home care (formerly known as CCACs - community care access corporations).
• Proven experience understanding and interpreting legislation, policies and procedures.
• Ability to bring innovative thinking to an issue, while working within a prescribed framework.
• Capable of multitasking, balancing the need to resolve issues quickly with an effective and thorough analysis.
• Demonstrated commitment to customer service and quality principles in service delivery.
• Demonstrated ability to work with and respond effectively in a diverse population.
• Demonstrated ability to communicate with individuals who are distressed, emotionally distraught or who may require special accommodation.
• Excellent oral and written skills, and the ability to communicate effectively and efficiently with individuals at all levels.
• Self-starter with a proven ability to work independently and within a team.
• Ability to work collaboratively and maintain an effective and professional working relationship.
• Demonstrated ability to identify risks and take appropriate steps to mitigate risks.
• Demonstrated proficiency in the use of Microsoft Office: Word, Excel and PowerPoint
• Experience using case/complaint management systems (CMS) and other call centre technologies.
• End-user experience using the Workpro CMS a definite asset.
Personal Suitability:
The Early Resolution Specialist position requires a candidate with a high level of integrity, judgement, problem-solving, initiative and professional competence. All communications must be achieved with a high level of respect, courtesy, understanding and professionalism.Language Requirements
Proficiency in oral and written communication in the English language is required.Proficiency in oral and written communication in French an asset.
Additional Information:
Address:
- 1 Temporary, duration up to 18 months, Toronto, Toronto Region
- 1 Permanent, Toronto, Toronto Region
Compensation Group:
Excluded
Category:
Customer and Client Services
Posted on:
Tuesday, February 13, 2018
How to apply:
- You must submit your application using only one of the methods identified below.
- Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.
- Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
- Be sure to quote the Job ID number for this position.
- OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
HQORES@hqontario.ca
All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.
Remember: The deadline to apply is Wednesday, February 28, 2018 11:59 pm EST. Late applications will not be accepted.
We thank you for your interest. Only those selected for further screening or an interview will be contacted.
We thank you for your interest. Only those selected for further screening or an interview will be contacted.
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