About the Role

We are looking for a thoughtful and experienced Patient Relations Specialist to take ownership of escalated patient complaints within our Canadian operations. As a senior individual contributor, you will generally be expected to manage complex, high-impact cases independently. Your focus will be on conducting thorough, objective investigations, drafting high-quality formal responses, and collaborating with clinical teams to translate complaint trends into meaningful governance improvements.

Key Responsibilities

• Escalated Case Management: Lead the end-to-end handling of formal patient complaints, thoughtfully determining the appropriate investigation approach for sensitive and complex issues.
• Cross-Functional Coordination: Partner closely with clinical, operational, and compliance teams to gather facts and gently but persistently chase progress, ensuring a fair, patient-centred resolution.
• Formal Communications: Draft clear, empathetic, and well-reasoned formal responses, maintaining a consistently high standard of professionalism in all patient and stakeholder communications.
• Governance & Risk Identification: Analyze complaint themes to identify potential compliance risks or gaps in care delivery, translating these insights into practical service improvements.
• Process Optimization: Support the continuous refinement of complaint workflows and escalation pathways, typically preparing insightful trend reports for leadership review.

What We're Looking For

Essential Experience & Skills

• Background: 3 to 5 years of relevant experience managing escalated or formal complaints as a Patient Relations Specialist (or similar role) within a regulated Canadian healthcare setting (e.g., private clinics, mental health, telehealth, or provincial health authorities).
• Communication: Exceptional written English, with the demonstrated ability to handle sensitive communications with care, clarity, and objectivity.
• Analytical Judgement: Strong capability to identify root causes from complex cases, coupled with the confidence to navigate emotionally charged or high-risk situations gracefully.
• Working Style: Highly organized and detail-oriented, with a proven ability to work independently, manage multiple deadlines, and drive cases to resolution.

Desirable Qualifications

• Familiarity with Canadian healthcare compliance standards, provincial regulatory colleges (e.g., CPSO, BCCNP), and relevant privacy legislation (such as PIPEDA, PHIPA, or PIPA).
• Experience in a private healthcare, mental health,, or outpatient setting.
• A track record of improving complaint templates, workflows, or standard operating procedures (SOPs).

Pay

$6,000.00-$8,000.00 per month

Benefits

• Flexible schedule

Experience

• Complaints Management: 3 years (required)

Work Location

Remote