Patient Experience Coordinator

Halton Healthcare is a leading Ontario hospital system serving the communities of Oakville, Milton, and Halton Hills through Oakville Trafalgar Memorial Hospital, Milton District Hospital, and Georgetown Hospital. With a shared purpose “To Care,” Halton Healthcare is committed to delivering exemplary patient experiences, always, through compassionate, high‑quality, and integrated care. The organization is recognized for its strong focus on patient safety, innovation, and continuous improvement, and fosters a collaborative and inclusive workplace where people are supported to make a meaningful impact.

The Patient Experience Coordinator provides first line response to all inquiries and occurrence reports coming through the occurrence reporting system, ensuring timely responses to feedback related to quality and experiences of care. The Coordinator responds to patient feedback with warmth, professionalism and compassion, and ensures that patient feedback is appropriately captured in the occurrence reporting system.

The Patient Relations Coordinator is equipped to provide standardized responses to routine patient and staff inquires, and supports the Quality & Experience Specialists to coordinate responses to minor and moderate issues, ensuring major issues are escalated in a timely manner through the appropriate process for serious response. The Coordinator actively manages operational and clinical requests related to the Occurrence Reporting Software, and works with ICT to ensure software technological issues are resolved.

The Coordinator is also responsible for coordinating meetings, reviews, related to patient relations processes, and will flag items requiring timely follow up. The Coordinator will also greet patients/families attending to hospital sites for family meetings and will escort them to meeting locations as required.

Requirements

Able to work both in an independent, self-directed manner or as part of a team; Excellent listening, verbal and written communication skills; Inter professional, organizational, problem solving, and communication skills; Proficient in collecting and reporting data; Excellent time management skills; Ability to manage multiple competing priorities, and prioritize initiatives in a fast paced and changing environment working under tight timelines; Excellent presentation skills; Effective at building relationships and gaining credibility with patients, families and other stakeholders groups; Superior computer skills including work with various databases