Administrative Support V – Patient Feedback Intake Coordinator

Alberta Health Services
ALB00151984 Requisition #

Your Opportunity:

Reporting to the Team Lead of Central Intake Patient Relations Department, the Administrative Support V – Patient Feedback Intake Coordinator (PFIC/Admin V) is the identified as point of entry into Alberta Health Services for the public to express feedback in the form of suggestions, commendations or concerns with their health care experience. The PFIC/Admin V is a provincial role responsible for triaging and facilitating the management of all feedback received by the Patient Relations Department and navigating public and staff through the organization and to alternate external avenues for concerns resolution. This position supports the department in the daily operations of receiving, managing and responding to patient feedback and the delivery of timely, courteous, and appropriate feedback to the public with a focus on information sharing and conflict resolution. The incumbent works in a highly confidential and politically sensitive setting which has a high profile with both external and internal customers. The PFIC/Admin V needs to clearly know which concerns can be handled at his/her level and which concerns need to be triaged to the Patient Concerns Consultant or Manager in a timely manner.The incumbent is also responsible to track patient feedback by ensuring that details are entered appropriately into the database in accordance with guidelines established by Patient Relations Department and ensure the documentation of all concerns records as required by Provincial Regulation and Alberta Health Services policies. The PFIC/Admin V is required to facilitate the AHS Patient Concerns Resolution Process Regulation to assist patients in addressing concerns while taking into account the implications to concerns management of provincial legislation, including: Health Information Act, Freedom of Information and Protection of Privacy Act, Alberta Evidence Act etc.


As an Administrative Support V, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program.

  • Classification: Administrative Support V
  • Union: AUPE GSS
  • Department: Central Intake Patient Relat
  • Primary Location: Centre 15
  • Multi-Site: Not Applicable
  • FTE: 0.50
  • Posting End Date: 07-JUL-2020
  • Temporary Employee Class: Temp P/T Benefits
  • Date Available: 20-JUL-2020
  • Temporary End Date: 30-JUL-2021
  • Hours per Shift: 7.75
  • Length of Shift in weeks: 2
  • Shifts per cycle: 5
  • Shift Pattern: Days
  • Days Off: Saturday/Sunday
  • Minimum Salary: $27.55
  • Maximum Salary: $33.50
  • Vehicle Requirement: N/A
Required Qualifications:

Completion of post-secondary education (e.g. certificate in office or business administration).

Additional Required Qualifications:

High school diploma plus post-secondary education in management or social sciences. Equivalencies of education and experience will be considered. Demonstrated pattern of professional and personal development. Five to eight years’ experience in a complex health care environment, with an emphasis on customer service, dealing with a variety of program areas, patients, physicians, administration and staff. Knowledge of health care systems and principles of client relations and conflict management. Highly developed critical thinking skills with demonstrated skills in diplomacy and tact. Ability to work under pressure with excellent decision making and problem solving skills. Exceptional mediation, negotiation, conflict resolution skills. Excellent written and verbal communication skills. Excellent knowledge of computers and a variety of software packages including Microsoft Office and hospital clinical applications.

Preferred Qualifications:

Familiarity with the AHS Patient Concerns Resolution Process. A bachelor’s degree in business, health services administration, adult education, health care profession or related area preferred.

Please note:

All postings close at 23:59 of the posting end date indicated.


Alberta Health Services (AHS) is committed to ensuring the safety of staff and patients and requires all NEW employees to provide a satisfactory criminal record check (CRC) and/or Vulnerable Sector Search(VSS) prior to the start of their employment. The CRC/VSS must be specific to the role at AHS and must be dated no more than 90 days prior to the date on your written offer from AHS.

Healthy Albertans. Healthy Communities. Together.

We’re passionate about what we do.  Our team of skilled and dedicated health care professionals, support staff and physicians who promote wellness and provide health care every day, all across Alberta. 

Everything we do at AHS reflects a patient and family centred approach; it’s about putting patients’ and families’ experiences, priorities and trust first.

We are an equal opportunity employer. AHS values the diversity of the people and communities we serve and is committed to attracting, engaging and developing a diverse and inclusive workforce.

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