Position:
Patient Relations Consultant
Department:
AS Risk Management
Position Status:
Permanent
Time Type:
Full time
Non- Union
Location:
Peterborough, ON
Language:
English
Salary Range:
$44.60 - $55.76
per hour
THE PRHC DIFFERENCE:
Peterborough Regional Health Centre (PRHC) is a regional hospital delivering acute healthcare to a rapidly growing population of more than 300,000 in Peterborough and the surrounding communities, including the First Nations of Curve Lake, Hiawatha and Alderville.
With an annual budget of nearly $390 million, and a proud local history extending back over a century, PRHC has nearly 500 inpatient beds and offers a wide range of services, including specialized programs in renal, stroke, cardiac, cancer care, vascular surgery and mental health & addictions.
PRHC is located in Peterborough, Ontario, Canada a 90-minute drive north-east of Toronto. We are the region’s largest employer with more than 3,100 staff, 450 physicians with privileges, and a core group of 250 volunteers.
As a member of the PRHC team, you will be part of an exceptional working environment – a forum to share knowledge, to lead and learn, to develop talents, relationships and careers, and a culture that recognizes and celebrates the efforts and achievements of its people.
PRHC is proud to be recognized as one of the top 20 employers nationwide in the healthcare and social services category, and 199 overall among 300 Canadian employers across all sectors, on the Canada’s Best Employers list released by Forbes in 2025.
What We Offer
We're committed to supporting our people with meaningful rewards and experiences, which may include:
-
A competitive total rewards package aligned with the position
-
Pension plan with employer contributions for eligible roles
-
Health, wellness, and lifestyle perks, including fitness memberships and travel savings
-
On site gym 24/7 free to all employees
-
Ongoing learning and development opportunities to support your growth
HOURS OF WORK:
The stated hours of work are approximate as schedules are subject to change with the operational needs of the Health Centre. Changes made to hours of work will follow the terms of the applicable collective agreement, company policy and/or legislation.
WHAT YOU’LL DO:
The Excellent Care for All Act (ECFAA) requires that all Ontario hospitals have a patient relations process.
The Patient Relations Specialist will facilitate this process through collaboration with patients, families, staff, physicians and leaders. They will manage complex queries, concerns and cases in a respectful, timely, empathetic and supportive manner. They serve as a key liaison between patients, families and the care team by investigating concerns and facilitating communication, disclosure and resolution. The Specialist is a resource to support leaders, staff and physicians regarding relevant policies and legislation. They will provide consultation in responding to challenging situations, in identifying recurring patient experience issues and escalating risks, in managing effective relationships, and in implementing strategies to improve the patient experience.
WHAT YOU’LL BRING:
-
Successful completion of a Bachelor’s degree in a Health-related field such as Social Work, Nursing or Psychology.
-
A regulated health professional preferred.
WHO YOU ARE:
-
Minimum five (5) years of recent relevant experience.
-
Excellent verbal and written communication skills with the ability to listen, and to communicate objectively, effectively and with empathy with patients and staff at all levels.
-
Ability to maintain impartiality, objectivity and diplomacy.
-
Ability to work independently as well as part of a team.
-
Ability to work effectively and remain composed in a high-pressure environment, and to adapt to changing priorities.
-
Excellent mediation, conflict resolution and negotiation skills with the ability to negotiate diplomatically with individuals at all levels.
-
Demonstrated de-escalation skills.
-
Demonstrated practice and commitment to the principles of patient and family centered care, and trauma-informed care.
-
Advanced knowledge of the hospital organization and the health care system, and skills in supporting health care navigation.
-
Demonstrated ability to use good judgment and make decisive and independent decisions.
-
Demonstrated commitment to ongoing professional development.
-
Proficiency with technology and communicating via video conference etc.
-
Proficient Microsoft Office skills.
-
Proficiency with electronic medical record (e.g. Epic)
-
Works in a manner that leads by example, exemplifies PRHC’s values in everyday interactions, and helps create an exceptional patient experience.
-
Demonstrated practice and commitment to patient and staff safety at PRHC.
This position is for a current vacancy.
OUR COMMITMENT:
At PRHC, we take great pride in maintaining an inclusive culture of respect and a diverse workforce that reflects the community we serve. We do this because we understand that bringing different perspectives and backgrounds to the fulfillment of our mission, vision and values makes us better.
We invite all interested individuals to apply and encourage applications from members of all equity-deserving communities, including those who identify as Indigenous, black, racialized, women, people with disabilities and people with diverse gender identities, expressions, and sexual orientations. Even if your past experience doesn’t quite align with every qualification on this position, we still encourage you to apply as you may be the right candidate for another role within our organization.
Peterborough Regional Health Centre is committed to creating and maintaining an inclusive and accessible environment that is in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Should you require accommodation through the recruitment and selection process, please notify us by indicating this on your application form and upon initial contact by our recruitment team. This will ensure that we can tailor the recruitment process to meet your accommodation needs.
Thank you for your interest in the opportunity at PRHC. If you are selected to move forward in the recruitment process, you will be contacted by a member of the Talent Acquisition team.
