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Added 14 mins ago
LC
Associate Faculty - Clinical Nursing
Lambton College
Sarnia, ON
- Part-time
…Practical Nursing (PN), and Bachelor of Science in Nursing (BScN)…
Added 1 hour ago
OL
Math Education Coordinator
Oxford Learning Stoney Creek
Oakville, ON
- Part-time
As the Education Coordinator at Oxford Learning Uptown Core, you are required to have a strong understanding of math and be able to teach math concepts up to the Grade 10 level.
Added 1 hour ago
CO
Growth Coordinator
City of Saint John
Saint John, NB
- Full-time
The Growth Coordinator is responsible for the coordination and implementation of key strategies, actions, and operations to improve growth outcomes for the City of Saint John. Housed within…
Added 3 hours ago
FH
Coordinator, Workforce Optimization Staffing Services
Fraser Health
Surrey, BC
- Full-time
Fraser Health is looking for an accomplished and passionate Coordinator, Workforce Optimization Staffing Services to join our Staffing Services team. In this role you will be responsible…
Added 3 hours ago
FH
Registered Nurse, Pediatric Emergency/Observation Unit
Fraser Health
Surrey, BC
- Part-time
…delivery, and collaborates and communicates with the Patient Care Coordinator on issues that affect the care/discharge…
Added 3 hours ago
AG
Safety Advisor
Artemis Gold - Blackwater Project
BC
- Other
…responsible for the implementation of occupational health and safety programs. The Safety Advisor serves as a coordinator for safety data systems and ensures accurate, timely data entry and…
Added 5 hours ago
TC
Retail store Coordinator
TJX Canada – Winners, Marshalls, HomeSense
Surrey, BC
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 5 hours ago
LC
Associate Faculty - Clinical Nursing
Lambton College
Sarnia, ON
- Part-time
…Practical Nursing (PN), and Bachelor of Science in Nursing (BScN)…
Added 5 hours ago
B
Coordonnateur(trice) santé, sécurité et environnement (SSE)
Broccolini
Montréal-Ouest, QC
- Full-time
Broccolini is a family-owned, single-source provider of construction, development and real-estate services. Our company caters to the industrial, commercial and residential markets in…
Added 6 hours ago
OC
Treasury Coordinator
Ocean Capital Holdings
Saint John, NB
- Full-time
We’re seeking a motivated and detail-oriented Treasury Coordinator to support treasury operations across multiple companies and industries. Reporting to the Senior Manager – Treasury,…
Added 7 hours ago
MO
Apprenticeship Coordinator
Merit OpenShop Contractors Association of Ontario
Mississauga, ON
- Full-time
…strengthening the sector through advocacy, education, and support programs that help members navigate regulatory requirements and workforce development. Merit offers a collaborative…
Added 7 hours ago
FH
Registered Nurse, Medicine - Burnaby Hospital
Fraser Health
Burnaby, BC
- Full-time
…delivery, and collaborating and communicating with the Patient Care Coordinator on issues that will affect the care/discharge…
Added 13 hours ago
Service Coordinator
Laura Canada
Dartmouth, NS
…every customer. You will be joining a Company focused on the development and career growth of its…
Added 14 hours ago
TT
Retail store Coordinator
The TJX Companies, Inc.
Surrey, BC
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 16 hours ago
CO
Growth Coordinator
City of Saint John
Saint John, NB
- Full-time
The Growth Coordinator is responsible for the coordination and implementation of key strategies, actions, and operations to improve growth outcomes for the City of Saint John. Housed within…
Added 22 hours ago
H
Account Director
HRVST
Remote, Canada
- $90,000 to $105,000 CAD / year
- Full-time
- Remote
Bonus programs that reward impact: We value contributions and recognize great work through comprehensive bonus programs tied to growth and performance.
Added 22 hours ago
FH
Registered Nurse, Surgical Services - Neurosciences - Royal Columbian Hospital
Fraser Health
New Westminster, BC
- Full-time
…delivery, and collaborating and communicating with the Patient Care Coordinator on issues that will affect the care/discharge…
Added 22 hours ago
FH
Registered Nurse, Medicine - Burnaby Hospital
Fraser Health
Burnaby, BC
- Full-time
…delivery, and collaborating and communicating with the Patient Care Coordinator on issues that will affect the care/discharge…
Added 22 hours ago
NS
Customer Planner - eScope
Nova Scotia Power
NS · Sackville, Nova Scotia
- Full-time
Grow Your Career: Opportunities to advance within and between our affiliate companies, a focus on employee development and available sponsored education programs.
Added 1 day ago
G
Field Engineer / Coordinator (Mechanical / Electrical / Structural)
Ganotec
Toronto, ON
- Full-time
Join our team as a Project Coordinator / Field Engineer (Electrical, Mechanical or Structural), a pivotal role where you will actively contribute to the successful delivery of complex…
Added 1 day ago
G
Field Engineer / Coordinator (Mechanical / Electrical / Structural)
Ganotec
Oakville, ON
- Full-time
Join our team as a Project Coordinator / Field Engineer (Electrical, Mechanical or Structural), a pivotal role where you will actively contribute to the successful delivery of complex…
Added 1 day ago
LC
Associate Faculty - Clinical Nursing
Lambton College
Sarnia, ON
- Part-time
…Practical Nursing (PN), and Bachelor of Science in Nursing (BScN)…
Added 1 day ago
SP
Family School Liaison Worker
St. Paul Education
St. Paul, AB
- Part-time
…to promote mental wellness and support students' emotional…
Added 1 day ago
EC
Event Producer - Hybrid (Project-Based)
Encore Canada
Brampton, ON
- Full-time
…work collaboratively to find creative solutions during the development of projects. The Event Producer will ensure that all the right steps/process are followed and that the results of the…
Added 1 day ago
UO
Program Administrator, Clinical Skills
University of Victoria
Victoria, BC
- Full-time
…collaboratively with the Clinical Skills Site Director, Patient Programs Coordinator and other program staff. The incumbent also liaises with faculty and staff at the UBC Faculty of…

Fraser Health

Patient Care Quality Officer (PCQO)

UNAVAILABLE, Surrey, BC, V3V 1Z2, Canada

The salary range for this position is CAD $38.88 - $55.89 / hour Job Summary · Full-time

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Job details

Pay: The salary range for this position is CAD $38.88 - $55.89 / hour Job Summary
Job type: Full-time
Apply by: Oct 8, 2027
Posting language: English
Posted: Oct 8, 2026

Original job description

Salary

The salary range for this position is CAD $38.88 - $55.89 / hour
Job Summary

This is your opportunity to become a valued member of the dynamic and dedicated Patient Care Quality Office at Fraser Health. Bring your positive energy and dedication to quality in service and care to a role where you are a leader in establishing and maintaining effective relationships with our patients, clients and residents. Respect and trust are key to your success. In this role, you will be reporting to the Managing Consultant, Patient Care Quality Office, and working closely with various Program Executive Directors, Directors, Managers and Medical Directors.

Build on your career experience as you:

Provide support in the management of feedback activities and collaborate with key stakeholders regarding complaints and concerns, supporting resolution of issues and ensuring these concerns are tracked for accountability and improvement purposes.
Ensure a timely, effective and transparent process for complaints management and determination of follow-up actions in response to patients/clients/residents and/or family care quality concerns, and to minimize risk exposure to the organization.
Ensure accessible avenues for patient/client/resident feedback, and assist patients, clients, residents and families in understanding their rights while navigating through organizational processes.
Provide consultative services throughout Fraser Health on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for use organization-wide.
Participate in the integration of quality improvement principles by providing regular reports to senior leadership on patient/client/resident feedback.
Utilize excellent judgment, conflict resolution, and verbal and written communication skills while handling diverse and complex issues in an empathetic, culturally safe, sensitive and respectful manner.

To join our team, you will need:

Bachelor’s Degree in a health care profession
Three years’ recent, related, client relations experience including proven knowledge of pertinent laws and legislation, including the Patient Care Quality Review Board Act, Freedom of Information and Protection of Privacy Act, the Evidence Act and the Hospital Act.

This is a Relief Full-Time available until September 2027 or until return of incumbent. This is a hybrid position with the option to work both from home and office.

Take the next step and apply, so we can continue the conversation with you.

Detailed Overview

Reporting to the Managing Consultant, Patient Care Quality Office, and working closely with the administrative team (Executive Directors, Medical and Health Services Directors, Managers), the Patient Care Quality Officer (PCQO) supports the Fraser Health Authority in its focus on establishing and maintaining effective relationships with our patients/clients/residents. The PCQO provides leadership and expert consultation in the identification, management, resolution and education of patient/client/resident issues and works in collaboration with key stakeholders, internal to the organization to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization. The PCQO ensures that avenues for patient/resident/client feedback are accessible, that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The PCQO is also responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization. The PCQO works closely with the Quality Improvement Patient Safety Consultants and Integrated Risk Management staff, referring to them all client feedback issues with potential liability or other risks requiring reporting to Health Care Protection Programs.
Responsibilities

Provides expert support to Executive Directors, Medical and Health Service Directors, and Managers in the management of client feedback activities. Collaborates with key stakeholders regarding patient/client/resident complaints and concerns, supporting resolution of issues and ensuring that client feedback is tracked for accountability and improvement purposes.
Fulfills obligations and responsibilities in the context of relevant legislation, regulations and common law and collaborates with stakeholders, the Freedom of Information and Protection of Privacy Coordinator, and the Secretariat for the Patient Care Quality Review Board.
Provides advice to the administrative team regarding the management of client feedback issues, including both verbal and written communication and courses of action when initial steps taken do not resolve issues to a complainant's satisfaction.
Ensures timely and effective triaging of complaints and determination of follow up actions in response to patients/clients/residents and/or family complaints and related situations.
Provides consultative services throughout FH on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for use organization-wide.
Serves as a liaison between family and the organization and the community assisting patients/clients/residents and families to know and understand their rights and navigate through the organization's processes.
Ensures the appropriate referral of issues with potential risk or liability to the Integrated Risk Management Consultants, who are responsible to liaise with BC Health Care Risk for appropriate follow up.
Coordinates conferences between patients/clients/residents and their representatives and the appropriate administrative staff as appropriate.
Assists in the maintenance and development of Fraser Health's client feedback information management system (i.e. data collection tools and databases), ensuring that client feedback is documented, status of resolution processes is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes.
Ensures a coordinated approach to the preparation of periodic or special reports required by internal and external customers.
Participates in the development of policies and procedures dealing with complaints management of client feedback.
Consults with the Managing Consultant regarding risk management and quality issues which arise out of management of client feedback and the integration of key learning into improvement planning both at strategic and operational levels.
Participates in the development, delivery and evaluation of staff education related to client relations and participates in the orientation of new employees to introduce client relations practices which are based on Fraser Health's Vision, Mission and Values.
Participates in the integration of quality improvement principles by providing regular reports on client feedback and client relations issues.
Participates in interdisciplinary/interdepartmental and professional meetings as appropriate, communicating needs and concerns and providing input from a client relations perspective.

Qualifications

Education and Experience

Bachelor's Degree in a health care profession and three years' recent related client relations experience or an equivalent combination of education, training and experience.

Competencies

Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional/Technical Capabilities

Demonstrated knowledge of pertinent laws and legislation, including the Patient Care Quality Review Act, Freedom of Information and Protection of Privacy Act, the Evidence Act and the Hospital Act.
Demonstrated knowledge of client relations and quality improvement processes.
Demonstrated ability to exercise judgement and sensitivity working with complex, confidential and sensitive issues.
Demonstrated knowledge of health care system issues and functions.
Demonstrated analytical, problem solving and conflict resolution skills.
Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
Ability to educate and provide consultation to healthcare professionals.
Ability to develop, coordinate and deliver educational programs and presentations.
Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team and understanding the frameworks of other disciplines.
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/client/resident needs.
Demonstrated ability to organize and prioritize workload in a complex environment.
Ability to operate related equipment.
Physical ability to carry out the duties of the position.

About Fraser Health

Fraser Health is the heart of health care for over two million people in Metro Vancouver and the Fraser Valley in British Columbia, Canada, on the traditional, ancestral and unceded lands of the Coast Salish and Nlaka’pamux Nations and is home to 32 First Nations within the Fraser Salish region.

People - those we care for and those who care for them - are at the heart of everything we do. Our hospital and community-based services are delivered by a team of 50,000+ staff, medical staff and volunteers.

We are committed to planetary health and value diversity in the work force. We strive to maintain an environment of respect, caring and trust. Fraser Health’s hiring practices aspire to ensure all individuals are treated in an inclusive, equitable and culturally safe manner.

Together, we are the heart of health care.

Protect yourself from recruitment and employment scams.

We are aware of suspected fraudulent recruitment activity involving individuals impersonating Fraser Health recruiters or representatives. Fraser Health will never ask candidates or jobseekers for money, fees, gift cards or equipment purchases at any stage of the recruitment process.

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More about this job

Responsibilities

The Patient Care Quality Officer manages patient feedback and complaints to ensure timely resolution and accountability across the organization. They also provide expert consultation to leadership and facilitate quality improvement initiatives based on client feedback data.

Requirements

Candidates must hold a Bachelor's degree in a healthcare profession and possess at least three years of recent, related client relations experience. Proficiency in relevant healthcare legislation and strong conflict resolution skills are required for this role.

Skills

Complaints management
Conflict resolution
Quality improvement
Client relations
Risk management
Communication skills
Data analysis
Policy development
Stakeholder collaboration
Healthcare legislation
Triage
Reporting
Consultation
Patient advocacy
Problem solving
Leadership

Visa sponsorship

Not detected in the job text

Keywords

Patient Care Quality Office
Fraser Health
Complaints Management
Quality Improvement
Risk Management
Patient Care Quality Review Board Act
Freedom of Information and Protection of Privacy Act
Evidence Act
Hospital Act
Client Relations
Healthcare Administration
Conflict Resolution
Data Collection
Policy Development
Stakeholder Engagement
Reporting
Triage
Patient Advocacy
Healthcare Legislation
Interdisciplinary Collaboration

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