Administrative Support V
Your Opportunity:
The Patient Feedback Intake Coordinator (PFIC) serves as the primary provincial contact for patients, families, and the public providing feedback to Alberta Health Services (AHS). Reporting to the PFIC Team Lead, this role manages the intake, triage, and navigation of suggestions, commendations, and concerns using standardized provincial processes. The PFIC assesses risk, determines jurisdiction, offers guidance for feedback both within and outside AHS, and initiates the Patient Concerns Resolution Process (PCRP), AR 124/2016, ensuring consistent application across all zones. The position also works closely with Patient Concerns Consultants and leaders to support timely and appropriate concern management. The role requires strong customer service abilities and skill in managing challenging or emotionally heightened interactions through effective communication and deescalation. The PFIC supports the full feedback management workflow and must exercise sound judgment in a high volume, high sensitivity environment. The PFIC is responsible for accurate and complete documentation in provincial patient relations systems and must ensure compliance with legislation, including HIA, ATIA, POPA, and the Alberta Evidence Act. Monitoring intake for emerging trends and escalating issues as necessary contributes to organizational learning and quality improvement. Collaboration with internal and external stakeholders is essential to supporting a consistent, patient-centered approach to feedback. Applicants must submit a cover letter and current résumé. The successful candidate will be required to work on a computer continuously for periods of at least 45 minutes.
Description:
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
- Unit and Program: Patient Relations
- Primary Location: Southport Tower
- Location Details: Eligible to work hybrid (on/off site) within Alberta
- Multi-Site: Not Applicable
- FTE: 0.00
- Posting End Date: 15-SEP-2026
- Employee Class: Casual/Relief
- Date Available: 05-OCT-2026
- Hours per Shift: 7.75
- Length of Shift in weeks: Varies
- Shifts per cycle: Varies
- Shift Pattern: Days
- Days Off: Saturday/Sunday
- Minimum Salary: $31.09
- Maximum Salary: $37.81
- Vehicle Requirement: Not Applicable
Completion of post-secondary education (e.g. certificate in office or business administration).
Additional Required Qualifications:The ideal candidate brings 5–8 years of experience in clinical and/or community settings within a complex healthcare environment, with significant exposure to customer service and patient facing interactions. A strong understanding of Alberta’s healthcare system and patient feedback processes is essential, along with experience working across multiple program areas and supporting diverse stakeholders. Candidates must demonstrate a commitment to Patient and Family Centered Care (PFCC), and possess strong skills in conflict resolution, mediation, problem solving, and both written and verbal communication. Exceptional organizational, critical thinking, and time management skills are essential, supported by ongoing professional development. The role requires the ability to mentor and coach others, along with strong knowledge of the Patient Concerns Resolution Process (PCRP). Effective communication and interpersonal skills are required for respectful, timely, and professional engagement across diverse teams.
Preferred Qualifications:Bachelor’s degree in psychology, business, health administration, adult education, or a related field is preferred. At least one year of call center experience and familiarity with call center tools are required. Experience with provincial databases, intake workflows, and Alberta legislation (ATIA, POPA, HIA) is an asset. Strong communication, critical thinking, conflict resolution, and customer service skills are essential.
Please note:
All postings close at 23:59 MT of the posting end date indicated.
Security Screening:
A satisfactory criminal record check and/or Vulnerable Sector Search is required prior to your first day of work. Additionally, all employees have an ongoing duty to disclose any charges or convictions that may occur during their employment with 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 promote wellness and provide health care 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.
