As the largest not-for-profit provider of seniors’ care in Alberta and British Columbia, The Good Samaritan Society and Good Samaritan Canada (together, Good Samaritan) have been providing exceptional care and support since 1949. We are faith-based, not-for-profit organizations committed to creating safe, comfortable communities where individuals experience caring, belonging, and purpose.
Reporting to the VP and Chief Quality Officer (CQO) the Manager Client Relations and Risk Management is the initial point of contact for patient/family/staff who contact client relations. This position acts in accordance with the Mission, Vision and Values, demonstrating a professional, respectful, compassionate demeanor.
Client Relations role provides residents/clients, their caregivers, staff and other healthcare partners' assistance and support when raising and handling issues and concerns. This position manages the complaint intake and event management process according to current policies and standards and serves as a proactive resource/conduit for concern and complaint resolution.
The position serves as a central resource for information concerning resident’/clients rights and responsibilities and facilitates communication of the issues to the appropriate internal staff member, ensuring a timely and complete follow up. The primary goal of the Coordinator Client Relations is to ensure that resident/client receive the best possible customer service while upholding the organizations, vision, mission, values and purpose
This role works in a highly confidential setting which has a high profile with both external and internal customers. The Coordinator Client Relations is required to become familiar with and utilize the Good Samaritan Policies and Procedures and relevant legislation such as: Health Information Act, Freedom of Information and Protection of Privacy Act
The Manager, Client Relations and Risk Management is accountable for risk management registrar and compliance, including the development and management of Business Continuity requirements within Good Samaritan.
The Manager is responsible for risk management and business continuity functions to enhance and protect organizational value by providing stakeholders with risk-based, objective and reliable information. This is accomplished by bringing a systematic, disciplined approach to evaluate and improve the effectiveness of risk management, control, and governance processes.
This role provides oversight of the enterprise risk management framework and works closely with senior leadership to ensure that the Good Samaritan’s approach to integrated risk management is sound, relevant and effective.
Educational and other Qualifications
- A university undergraduate degree in health related discipline related field is required
- Business continuity management certification is an asset
- Risk management certification or education is an asset
Work Experience
- Minimum 2 years’ experience in a health care environment, preferably in continuing care or seniors health.
- Member in good standing with the applicable governing professional regulatory body
- Experience in business continuity management best practices, protocols and standards preferred
Knowledge, Skills, and Abilities
- Has excellent attention to detail, and exceptional listening skills.
- Has excellent attention to detail, and exceptional listening skills.
- Ability to work independently using sound judgement to evaluate and prioritize concerns
- Ability to manage multiple concerns/situations within tight deadlines; excellent time management and organizational skills
- Ability to work in a stressful, active area and deal with frequent interruptions.
- Must handle all contacts with tact and diplomacy and excellent communication skills.
- Must be flexible and adaptable to change.
- Knowledge of relevant legislation pertaining to resident/client care and health information
- Knowledge of resident/client rights and responsibilities as supported in policy, and customer service principles
- Knowledge of Accreditation Canada and other provincial/ regional heatlh authority regulatory standards
- Proficiency in data analysis and statistical trending
- Knowledge of Good Samaritan operations, quality, risk, and performance management principles
- Self-motivated, able to work independently and within a team
- Demonstrated knowledge and commitment to continuous quality improvement
- Demonstrated ability to handle confidential information with discretion and professionalism
- Working knowledge of MS Office suite
Good Samaritan is committed to upholding the values of diversity, equity, inclusion, and reconciliation in the workplace at all levels of the organization, as well as in the delivery of our services. We encourage applications from people of all backgrounds including, but not limited to, Indigenous peoples, racialized groups, people with disabilities, and people from the 2SLGBTQ+ community.
Job Types: Full-time, Permanent
Pay: $81,267.00-$112,892.00 per year
Benefits:
- Company events
- Company pension
- Employee assistance program
- Extended health care
- On-site gym
- On-site parking
Ability to commute/relocate:
- Edmonton, AB T6C 4G8: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Member in good standing of applicable professional regulatory body?
- Are you legally entitled to work in Canada?
Education:
- Bachelor's Degree (preferred)
Experience:
- health care environment: 2 years (preferred)
Licence/Certification:
- Risk management certificate (preferred)
- Business Continuity management certificate (preferred)
Work Location: In person
