Consultant #74922

Company: Alberta Health Services

Job Description

Consultant has an advanced clinical knowledge base and proven complex decision making skills and works collaboratively with physicians and staff across Alberta Health Services as well as the Quality Health Improvement Portfolio, to address patient and family concerns/complaints in a timely, respectful, and appropriate manner.  The Patient Concerns Consultant manages clinically diverse, complex and high risk investigations involving multiple stakeholders and politically sensitive situations.  Concerns received may be clinical, ethical, procedural and/or technical in nature.  The incumbent must possess comprehensive clinical knowledge of patient care and service delivery issues in the geographical area.  This includes the expertise to understand and promote the patient’s interests/rights, while simultaneously minimizing risk for Alberta Health Services.

The Patient Concerns Consultant must possess considerable skill to balance diverse and conflicting interests, and expectations.  The Patient Concerns Consultant takes a leadership role in the interaction and corresponding communication between patients, families, visitors and Alberta Health Services staff/physicians/executives and provides a means through which patients and families can seek solutions to concerns.  This role requires the individual to be a clinical resource for the Patient Relations team with the collaboration, negotiation, conflict resolution and de-escalation skills and techniques.  The Patient Concerns Consultant has the  ability to work effectively in unpredictable and volatile situations.  The role also requires an individual who can incorporate the principles of natural justice in the concerns resolution process, retaining impartiality and neutrality.

The Patient Concerns Consultant manages all concerns and recommendations in accordance with applicable statutes and regulations.  The Patient Concerns Consultant adheres to the Code of Ethics of their Professional Body, Alberta Health Services directives, policies, protocols and procedures and legislated Acts.  Of particular relevance are the Patient Concerns Resolution Process Regulation, Alberta Ombudsman Act, Alberta Evidence Act, Health Information Act, Freedom of Information and Protection of Privacy Act, Mental Health Act, the Protection of Persons in Care Act, Child and the Youth & Family Enhancement Act.


  • A minimum of a degree in health care management or administration, business administration, or a related health care field. Master's degree preferred.
  • A minimum of 6-8 years progressively responsible experience in health care in an organization of significant size, complexity and diversity is preferred (health care experience an asset).
  • A demonstrated clear pattern of professional and personal development.
  • Equivalencies of education and experience may be considered.
  • A member in good standing with a Regulatory Association is required.
  • Five years' experience in a health-care setting management role is an asset.
  • Knowledge of the Health Quality Council of Alberta Patient Concerns/Complainants Resolution Provincial Frame work and appropriate legislation (i.e. Alberta Ombudsman Act, PC RP Regulation is an asset).
  • Knowledge of the Health Quality council of Alberta Disclosure of Harm to Patients and families Provincial Framework is an asset.
  • Training and/or experience in concerns management processes, conflict management, mediation, ethical decision making, and disclosure is an asset.
  • Knowledge of various government acts relevant to health-care (i.e. Freedom of information and Privacy Act, Health Information Act, Protection for Persons in Care Act).
  • Effective communicator with strong organizational skills, a client focused orientation and commitment to providing safe, excellent patient and family centered care at the same time supporting AHS staff and practitioners.
  • Demonstrated ability and comfort with decision making responsibilities, coaching, teaching and the ability to influence and build confidence.
  • Ability to manage change and create innovative resolutions for complex and diverse issues.
  • Ability to foster a climate of cooperation amongst, and build solid relationship with, public agencies, government boards, committees and other partners as well as AHS staff and practitioners.
  • AHS values the diversity of the people and communities we serve and is committed to attracting, engaging and developing a diverse and inclusive workforce.
  • All employees must provide a criminal record check that is satisfactory to AHS in compliance with the AHS Security Screening Procedure.
  • All employees who work in a patient care location are required to submit a completed Communicable Disease Assessment form.
  • All professions must provide proof of licensure or registration with the approved Alberta regulatory college, prior to commencing duties with AHS where applicable: Regulated health professions under the Alberta Health Professions Act and Health Disciplines Act will be required to provide an original copy of a valid practice permit before commencing their duties with AHS. 
  • Other professions governed by government acts, college or regulatory body requirements may be required to provide additional documentation.

Additional Information:

  1. In addition to a competitive rate of pay, AHS currently has a Fort McMurray Allowance in place to an annual maximum of $12,480. This allowance is non-pensionable and is payable on an hourly basis for all hours paid at the basic rate of pay.
  2. All Non-Union/Exempt positions are being reviewed for possible inclusions in the AUPE General Support Services bargaining unit.  If this position is impacted, the incumbent will be notified accordingly.

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