Patient Relations Advisor at University Health Network (UHN) in Toronto, ON

Job description

Union : Non-union  New or Replacement Position : Replacement Site : Toronto General Hospital Department : Patient Relations Reports to : Manager, Patient Relations Hours : 37.5 hours per week Wage range : $47.83 - $59.79 Status : Temporary Full-Time (12 months) Closing date : November 9, 2026 Position Summary The Patient Relations Advisor advocates for patients and their essential care partners to ensure fair, respectful, and equitable treatment in alignment with legislative requirements and UHN policies. The role focuses on resolving complaints, navigating complex care experiences, documenting concerns, and representing the patient voice to staff and leadership. Through collaboration, consultation, and system-wide partnerships, the Advisor supports continuous improvement in patient experience, quality, and person-centered care. Duties Resolve complaints and work to ensure that patients and their essential care partners (ECPs) receive fair and equitable treatment, with compassion and respect consistent with existing legislation such as the Excellent Care For All Act, 2010 (ECFAA), Public Hospitals Act, Ontario’s Human Rights Code, Health Care and Consent Act and UHN's Patient Declaration of Values . Apply a skilled, thoughtful approach to articulating the needs or concerns of patients and ECPs and presents these to the appropriate UHN staff and leadership in a meaningful way Utilize strong communication skills to help patients and ECPs navigate an often complex situation to ensure a supportive resolution process Ensure formal documentation of all aspects of each complaint Partner with patients, ECPs and staff members across UHN to support an improved patient experience through quality improvement, staff education, patient education, and risk management activities Representing the patient’s voice in communications with many levels of leadership and within committees. Offer consultations to staff on how to manage challenging situations using extensive knowledge of best practices in person-centered care and patient experience Provide health navigation for patients utilizing a broad knowledge of the workings of UHN and the healthcare system Prioritize partnerships with UHN programs such as the Indigenous Health Program, Social Medicine, 2SLGBTQIA+ committee and the Accessibility Advisory Committee to improve the patient experience Interact with external bodies such as Ontario Health, MPPs offices, representatives from external organizations within the hospital community as well as outside the hospital community, lawyers, and the general public Completion of a recognized baccalaureate degree in a related program required (e.g., health professions, health administration); Masters level preferred Five (5) years related experience required and experience working in a hospital environment Broad experience with facilitation, including individual and team meetings, and the management of difficult conversations Current knowledge of relevant legislation and best practices in person-centered care and patient experience Self-motivated with exceptional interpersonal, facilitation, negotiation, and conflict resolution skills. A good listener who possesses the ability to show empathy and compassion Excellent verbal and written communication/documentation skills Experience working with patients and ECPs at various stages of illness and emotional states Ability to recognize and advocate for fair and equitable treatment for all patients and ECPs, and support the inclusion of diverse voices and experiences Training in and understanding of the challenges faced by equity-deserving groups and individuals with intersecting identities Excellent critical thinking and problem-solving skills Experience working in a fast-paced environment and demonstrated ability in effective prioritization of urgent tasks Experience with identifying process and system issues and advocating for broader resolution Why jo