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 comple