Lead Provincial Patient Relations Manage...

Permanent Full-time () - PCS Qual Improvement

Zone: Any Zone

Location: TBD - To be Determined

Lead Provincial Patient Relations Manager

Quality, Risk Management and Accreditation Program

Permanent Full-time

MGMT

80128POS

Hours

70 (8 hours; Days)

0830-1630 Hours; Monday to Friday (Flexibility Required)

Salary

HL23 (CAD82,016.30 - CAD106,621.06 per Annum) (Subject to Classification Review)

Competition Number

VAC0023919

Posted Date

2026-04-28

Closing Date

2026-05-05

Demands, duties, qualifications

Applicants are being accepted for the permanent full-time position of Lead Provincial Patient Relations Manager with both Zonal and Provincial responsibilities. The Lead Provincial Patient Relations Manager is a management position within the Provincial Quality, Risk Management and Accreditation Program, reporting to Provincial Director of Patient Experience and Service Excellence. The Lead Provincial Patient Relations Manager will be responsible for leading a standardized approach to patient relations management within NLHS. The successful candidate will function with a high degree of independence and accountability within the mandate, vision and values of NLHS. The Lead Provincial Patient Relations Manager will be required to interact at all levels of the organization, across a broad spectrum of programs, services, and zones.

Duties will include, but not limited to:

• Manage the Provincial Patient Relations Intake Clerks.
• Coach and support the Provincial Patient Relations Managers.
• Acts as the primary Provincial Patient Relations Program primary contact with Health and Community Services and other Provincial Government Departments.
• Support the Provincial Director in establishing Culturally Safe/restorative approaches to feedback (working with the Office of Indigenous Health/Translation Services/Wellbeing (DEI) and Indigenous Communities and partners, including intake, communication, investigation, analysis, documentation, and timely response.
• Establish and lead a Community of Practice with Patient Relations team for challenging and complex cases.
• Establish and lead a Community of Practice with the Provincial Patient Relations team and NL Health Services Navigators.
• Support the consolidation of feedback practices provincially.
• Establish an understanding of existing workflows, standardize processes, eliminating waste, and advancing priority areas.
• Investigate complex or system‑wide concerns and work with internal and external partners to achieve respectful resolutions and reduce recurrence.
• Conduct follow‑up for significant concerns and prepare reports and briefing notes for leadership.
• Maintain and analyze feedback data, identify trends, and use insights to support quality and safety improvements across programs and services.
• Recognize service excellence by facilitating communication of compliments and positive experiences.
• Collaborate with teams such as Indigenous Patient Navigators, Risk Managers, Quality Managers, Operational Managers, and Data Analysts to strengthen system learning and responsiveness.
• Provide advice and consultation regarding the management of complex feedback issues, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant’s satisfaction.
• Ensure timely and effective triaging of complaints and determination of follow up actions including referral in response to patient/family complaints and related solutions.
• Provide consultation, coaching and training for leaders, medical staff, and employees regarding feedback management.
• Elevate relevant or patterns of concerns to inform training and policy work.
• Assist in the maintenance and development of a patient feedback management system ensuring that patient feedback is documented, status of resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required.
• Participate in the development of policies and procedures related to feedback management.
• Lead, engage, support and provide content expertise, education and leadership to advocate and advise on quality improvement opportunities and needed system changes within NLHS’s provincial and zone responsibilities to leaders, staff, physicians and Quality Improvement and Safety Teams/Councils.
• Supports a person-centered care (PCC) approach to feedback management with the foundation being mutually beneficial partnerships between patients and service providers.

The successful candidate must demonstrate the key skills, behaviors, abilities, and knowledge as outlined in the five domains of the LEADS in a Caring Environment framework.

o Leading yourself by having self-awareness, managing your performance and health, developing yourself, and demonstrating character that is in line with NLHS’ values;

o Engaging others through fostering development of others, contributing to the creation of a healthy organization, communicating effectively, and building effective teams;

o Achieving results by setting direction, strategically aligning decisions with vision, values, evidence, taking action to implement decisions, and assessing and evaluating outcomes;

o Developing coalitions through purposefully building partnerships and networks to create results, demonstrating a commitment to customers and service, mobilizing knowledge, and navigating socio-political environments;

o Transforming systems by thinking analytically and critically and questioning and challenging the status quo, encouraging and supporting innovation, orienting oneself strategically to the future, and championing and orchestrating change.

Required Qualifications:

• A Masters degree.
• An undergraduate degree in a health-related field.
• A minimum of five (5) years’ clinical experience within the last seven (7) years.
• A minimum of three years’ leadership experience in a healthcare setting.
• Ability to work with inter-disciplinary groups across program/service areas and have knowledge of health care system issues and functions as well as a good understanding of patient feedback management.
• Demonstrated ability to manage, organize and prioritize a very diverse and demanding workload in a complex environment.
• Experience working with confidential information and a commitment to and knowledge of the principles of privacy, confidentiality and access.
• Demonstrated strong facilitation, evaluation and leadership skills.
• High degree of tact and diplomacy to foster effective resolution to identified issues.
• Demonstrated critical thinking skills; strong assessment and investigative skills, problem solving skills, sound judgment, and conflict resolution skills.
• Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient needs is essential.
• Demonstrated leadership ability with experience mentoring, engaging, and supporting staff.
• Experience with change management and quality or process improvement initiatives.
• Knowledge of clinical documentation systems for investigations of concerns.
• Consistent demonstration of NLHS’ values: Innovation, Compassion, Accountability, Respect, and Excellence.
• A satisfactory record of work performance and attendance is required for this position.
• A satisfactory certificate of conduct from the RCMP or local police authority.

Preferred qualifications

• Completion of Indigenous cultural safety training.
• Knowledge and skills in patient satisfaction monitoring methodologies.

An equivalent combination of education and experience may be considered. Applicants claiming equivalency are required to explain in their cover letter how their education and experience meet the required qualifications.

The candidate may be required to travel. Use of a private vehicle is a condition of employment.

**A satisfactory record of work performance and attendance is required for this position.