Program Manager, Indigenous Patient and Family Experience, Quality Safety - BC Woman's Hospital & Health Centre - Vancouver, BC

August 5 2022
Industries Healthcare, social assistance
Categories Administration, Management, Community, Social Services, Nonprofit, Govt., NPO, Social & Community Work, Health, Medical, Health, Security, Disability, HR, Training, Population Health, Production, Operations, Quality, Safety, Social Work, Counselling, Psychology
Vancouver, BC • Remote

Program Manager, Indigenous Patient and Family Experience, Quality Safety

BC Woman’s Hospital & Health Centre

Vancouver, BC

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

The Indigenous Patient and Family Experience Quality Safety Manager - works closely and in collaboration with BC Children’s and BC Women’s Indigenous Health, PHSA Indigenous Health, internal and external stakeholders of BC Children’s Hospital (BCCH), Indigenous Elders, Indigenous organizations, First Nations Health Authority, regional health authorities, medical leaders, primary care providers, community care providers and partners, and patients, families, and caregivers.

The Manager, Patient and Family Experience & Quality Safety reports to the Director, Indigenous Health BC&W and co- leads with operational leaders the integration, implementation and sustainment of a comprehensive and coordinated patient and family experience program across BCCW. Oversees, strengthens and enhances the patient experience within BCCW through effective framework development and by advancing a culture that promotes evidence-informed quality clinical practice, stakeholder engagement, and that emphasizes the role that all service providers play in creating exceptional patient and family experiences. Ensures effective partnerships with BCCW to address quality and safety issues and implementation of real solutions with complaints. Build a collaborative relationship with Quality and Safety teams and PCQO leadership and physicians, and provides direction to ensure all Indigenous Patient and Family Experience strategies, work plans, and patient partner activities support patient and family centred care, patient education, interprofessional collaborative provider practice, and the integration into site/community and program committees to bring the patient and family voice to decision making. The Manager will have educational and facilitation experience in Cultural Safety and Humility to support the Cultural Safety Training across BCCW campus.

What you’ll do

  • Provide leadership and manage the development, implementation, and evaluation of programs in support of strategic BCCW initiatives, programs, and related projects. Manage a diversity of programs/ related projects of varying scope including the Indigenous Health BCCW in a complex and changing multidisciplinary environment and with a diversity of stakeholders. Maintain responsibility for ensuring that programs and related projects are completed in adherence to project protocols/ charters/ agreements, timelines, applicable institutional and ethical policies and procedures, and pertinent privacy legislation.
  • Collaborate with the Director Indigenous Health and other BCCW leadership, and with support from Project Managers and Research Assistants as applicable for the development, implementation, and evaluation of strategic mental health and addictions programs and projects. Collaborate to conduct research in support of BCCW’s provincial mandate.
  • Manage the identification, collection and analysis of relevant information/ evidence relating to current programs and related projects, and synthesize findings in order to effectively integrate these into the development, implementation, analysis, dissemination of findings, and policy/practice implications of strategic programs and initiatives.
  • Supervise Indigenous Health and other designated staff including hiring and termination, establish clear definitions of responsibility for each employee, provide coaching and guidance, and review workload assignments. Investigate work and staff issues and where necessary initiate disciplinary action up to and including termination in consultation with Human Resources. Identify and support training needs and staff development, and evaluate individual and team performance in collaboration with appropriate internal stakeholders.
  • Develop proposals, budgets, and workplans for proposed programs and related projects, ensuring that resources will meet program/ project objectives and high quality deliverables; prepare mid-term and final reports. Ensure adherence to the budget by performing duties such as monitoring expenditures, variance reporting and recommending remedial action and taking corrective action to ensure performance to plan.
  • Lead strategic program teams, related working groups, and advisory committees to achieve targeted goals/ objectives of strategic programs and related projects, and to build and strengthen relationships with key stakeholders.
  • Improve quality and effectiveness of Research and Knowledge Exchange team processes by formulating and implementing team-based recommendations.

What you bring

  • A level of education, training and experience equivalent to a Master’s Degree in Health Services or Social Science or a relevant health care discipline with a minimum of (5) years recent and related experience in program management and facilitating and managing consultation processes with a wide range of stakeholder groups.

You will also have:

  • Experience or working knowledge of mental health & addictions research and clinical practice, health systems and policy, population health, illness prevention, health promotion, knowledge exchange and change management.
  • Proven excellent oral and written communication skills with a broad range of stakeholders, coupled with an ability to function at a high level in a complex and changing interdisciplinary healthcare environment. Sound judgment, tact and diplomacy including strong negotiation, conflict resolution and consensus building skills.
  • Demonstrated ability to develop and manage a budget.
  • Demonstrated ability to lead and guide staff to facilitate team building and develop healthy workplace.
  • Strong computer skills, including advanced skills in word processing, literature searches/ reviews, data management/ analysis, presentation, and project management applications.

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

  • Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth and development.
  • Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
  • Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
  • Annual statutory holidays (13) with generous vacation entitlement and accruement.
  • PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
  • Perks include access to fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.

Job Type: Regular, Full-Time

Location: 4500 Oak Street, Vancouver, V6H 2N9

Applications will be accepted until position is filled.

Hours of Work: Monday to Friday; 08.30-16.30

Requisition #129677

What we do

BC Women's Hospital & Health Centre (BCW) is dedicated to improving the health of women, newborns and families through a comprehensive range of services, research and education.

BCW is part of the Provincial Health Services Authority (PHSA).

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs:

PHSA and BCW are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at

Please note the internal job posting will no longer be accessible after the expiry date of July 12, 2022. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at and a Help Desk Representative will contact you the next business day.

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