Patient Experience and Volunteer Specialist, Full Time

About the role

This exciting and impactful role is ideal for a dynamic individual who thrives in a fast-paced healthcare environment and is passionate about enhancing both the patient and family experience and volunteer engagement. Reporting to the Manager, Patient Experience, Patient Relations, and Volunteer Resources, this position is divided into two core areas: Volunteer Resources and Patient Experience In the Volunteer Resources portfolio, the successful candidate will be responsible for all aspects of the volunteer engagement lifecycle, including recruitment, screening, placement, training, supervision, evaluation, and recognition. The role supports a diverse and intergenerational group of volunteers who contribute across a wide array of hospital programs. This individual will play a key role in designing and supporting meaningful volunteer opportunities that directly contribute to improving the hospital experience for patients, families, and staff. In the Patient Experience portfolio, the candidate will support key initiatives aimed at elevating the voice of patients and families and driving a culture of person-centred care. Responsibilities include supporting the Patient Experience Partner (PXP) Program, managing patient experience data and feedback tools, and collaborating with teams across the organization to ensure that patient feedback informs quality improvement and system change. What you'll be doing: Interviews, screens, assigns orients & schedules new volunteers for training. Guides, motivates and coaches staff who supervise volunteers, placement supervisors (co-op) and volunteers as necessary. Continually assesses and promotes potential areas for volunteer involvement. Initiates corrective and follow up action as necessary with volunteers whose performance does not coincide with the department/hospital's Vision, Mission and Values. Contributes to the establishment of systems which support, empower and recognize volunteers. Supports the monitoring of volunteer performance including ongoing observation and/or formal evaluation processes. Fosters positive and supportive relations between staff and volunteers. Ensures that volunteer position guides are reflective of the department(s) goals for all volunteer placements. Ensures a strong linkage with the community to promote volunteerism both internal and external to the hospital. Analyzes current trends which affect the field of volunteerism. Identifies opportunities within the community for recruiting volunteers. Identifies quality indicators and participate in initiatives to achieve continued volunteer satisfaction. Assists in the development of departmental policies and procedures. Develops and ensures current and up-to-date record keeping systems and statistical data to ensure accurate volunteer records and other significant information. Assists in the development of manuals and handbooks which can be used in training and informing volunteers. Positively contributes to Southlake's Vision, Mission, Values and strategic directions. Lead and support the planning and execution of volunteer recognition activities and events Evaluate the risks associated with each volunteer position and take appropriate action to control the risks associated with the program or service Coordinates and supports patient and family engagement initiatives including rounding, feedback forums, and community engagement events. Collaborates with clinical and support departments to embed the patient voice in decision-making and service design. Support the ongoing development and operationalization of the PXP Program to ensure alignment with organizational priorities, patient partnership standards, and equity principles. Identify and implement strategies to expand the scope, impact, and visibility of the program across clinical and corporate departments Contribute to internal and external reporting, including presentations, evaluations, and accreditation readiness. Build customized dashboards and reports in Qualtrics to share insights with frontline teams, leadership, and quality committees, driving accountability and informed decision-making. Translate insights into actionable rec

Benefits

Additional Information

Job Category: Professional Hospital Location: Newmarket ON Job Type: Permanent, Full time Number of Positions: 1 Minimum - Maximum Hourly Rate: $39.87 - $47.40 Why Join Our Team? A people-first workplace environment that prioritizes belonging, wellness, and psychological safety. Hybrid, virtual, and in-person working environment (where applicable). Progressive health and dental benefit plans. HOOPP pension plan with employer and employee premium sharing. Enhanced wellness initiatives, including virtual fitness classes and on-site gym memberships. If you are ready to embrace this exciting challenge and contribute to the success of Southlake Health, we encourage you to apply and be part of our dedicated team, making a difference in the lives of our employees and the community we serve!

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