Patient Concerns Consultant

🔍 Edmonton Zone, Edmonton, Edmonton General Hospital

📁: Business Support - Other

📅   : ALB00539172 Requisition #

📅   : Dec 30, 2025 Post Date

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Classification: Consultant

Union: Exempt

Unit and Program: Patient Relations

Primary Location: Edmonton General Hospital

Location Details: Eligible to work hybrid (on/off site) within Alberta

Negotiable Location: Provincial

Temporary Employee Class: Temp P/T Benefits

FTE: 0.80

Posting End Date: 05-JAN-2026

Date Available: 15-JAN-2026

Temporary End Date: 08-JAN-2027

Hours per Shift: 7.75

Length of Shift in weeks: 2

Shifts per cycle: 8

Shift Pattern: Days

Days Off: Saturday/Sunday

Minimum Salary: $30.90

Maximum Salary: $53.08

Vehicle Requirement: Not Applicable

Required Qualifications:

A bachelor’s degree in health care or a related field is required. Candidates must have a minimum of five (5) years of progressively responsible clinical experience within a large, complex, and diverse health care organization. This experience should demonstrate the ability to manage complex patient cases and navigate multidisciplinary environments. In addition, applicants must have extensive involvement in managing trauma-related cases within the last eight (8) years, showcasing strong judgment, resilience, and the capacity to work effectively under pressure in high-stakes situations.

Additional Required Qualifications:

This role involves managing emotionally charged or trauma-related cases and may not be suitable for individuals sensitive to such content. The PCC position is decision-critical, requiring real-time issue resolution, conflict de-escalation, and frequent multitasking across phone, email, virtual, and online communication channels. It demands rapid, independent decision-making under pressure due to unpredictable escalations. Screen time requirements include regular computer use for case documentation, email correspondence, incident reviews, and administrative tasks. Screen use often exceeds two 45-minute blocks per day, particularly during escalations or virtual meetings supporting feedback providers, families, and operational leaders. These meetings may range from 1 to 3 hours. The role requires immediate familiarity with feedback provider and patient rights, broad organizational policies and procedures, and system-specific concerns resolution processes. Strong adaptability, resilience, and the ability to maintain focus in high-stakes environments are essential.

Preferred Qualifications:

Experienced with HQCA’s Patient Concerns Resolution Framework and related legislation, including the Ombudsman Act and PCRP Regulation. Skilled in concerns management, conflict resolution, mediation, ethical decision-making, and disclosure. Knowledge of HQCA Disclosure of Harm Framework and provincial legislation such as the Health Information Act, FOIP/POPA, Mental Health Act, and Protection for Persons in Care Act.

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.

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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.