Job Purpose
ICN, as the steward of Care Opinion Canada, is seeking an individual with the skills and passion for engagement and to provide technical and training support to platform subscribers. As a Client Engagement & Support Lead, you will play a key role in advancing our mission to mobilize citizens to influence and partner in improving healthcare experiences and outcomes for all.
Education
Bachelor’s degree (or equivalent) in business, health, management, marketing, or a related fields with 3- 5 years experience in one of these areas.
Responsibilities
As we implement Care Opinion within Alberta and expand across Canada, you will play a key role in engaging individuals and organizations that provide health and care services. This includes education and promotion on how Care Opinion supports patient engagement and learning from this feedback. You will join a team delivering comprehensive support to Care Opinion subscribers and partners. Specific duties include:
- Building and maintaining positive, effective relationships with subscribing organizations and prospective subscribers
- Training newly subscribed organizations on the platform and providing ongoing support as needed
- Coaching subscriber organizations on effective approaches to responding to feedback, with the goal of driving positive changes in healthcare delivery
- Liaising remotely with Care Opinion United Kingdom, and Australia as required
- Liaising remotely and in-person with other team members
- Ensuring user feedback is captured and used to improve practices and/or the technology
- Handling queries from subscribing organizations, prospective organizations, website users, and the public, in a friendly and professional manner
- Participating in outreach and networking events that may require travel (e.g. conferences)
- Facilitating meetings with prospective and current organizations, including but not limited to Communities of Practice and training sessions
- Collaborating in the design and development of onboarding and training resources
- Support contract management
- Over time, cross-train on how to moderate stories
- Basic administrative tasks, as required
Skills and Experience
- Experience in acute care and/or mental health is considered a strong asset
- Understanding of quality improvement processes
- Indigenous relations experience considered an asset
- An aptitude for learning new technical applications is essential
- Knowledge of Alberta’s health care system
- Basic understanding of patient experience feedback methods
- Comfortable reading, reviewing, and editing stories about health, community, and aged care services, which may be difficult and sometimes upsetting
- Clear, confident communicator with the ability to engage effectively both in-person, virtually, and through written correspondence
- Adept in developing supportive working relationships
- High-level of empathy and emotional intelligence
- Demonstrated ability to work in a cross-trained team and undertake additional duties to support shared goals
- Committed to working in a collaborative team environment
- Strong initiative, efficiency, and motivation, with the ability to manage workload independently and balance competing priorities
- Ability to manage multiple clients simultaneously
- Attention to detail and follow-through
- Proactive approach to identifying and responding to client concerns
- Critical thinking and sound judgement
- Strong active listening skills and the ability to understand client needs
Skills To Be Developed
- Develop detailed knowledge of the Care Opinion program and the health system it serves
- Apply this knowledge to support person-centered care in practice
What is in it for you?
Opportunity to:
- Participate in an exciting, innovative patient engagement program, initially in Alberta
- Contribute to improvements across Alberta’s health and community service sectors
- Amplify patient and family voices in health care delivery
- Working with a passionate, collaborative team
This position is a term role ending March 31, 2027, with the possibility of renewal.
Pay: $85,000.00-$100,000.00 per year
Application question(s):
- Do you have knowledge of the healthcare system within Alberta?
Work Location: Hybrid remote in Calgary, AB (T3K)
