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Voice of Customer Manager

4 months ago

Alexandria, Australia GenesisCare Full time

At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world.

Are you interested in a role dedicated to giving patients a voice and improving the patient experience?

Have you got excellent inter-personal skills, great attention to detail, a process driven mindset and good excel skills? Do you have a desire to make healthcare better? If so, we want to hear from you

GenesisCare is currently seeking a “Voice of Customer” Manager to join us in a permanent full-time position based in the head office in Sydney Mon-Fri with flexible working arrangements. The role sits in the customer experience team which is part of marketing.

This role is responsible for ensuring that GenesisCare meets the expanding criteria of Standard 2 of the NSQHS - “Partnering with Consumers”. In partnership with Safety & Quality, you will deliver evidence of co-designing our service together with patients as trusted advisors and involving consumers in the design, delivery, review and evaluation of our health service.

This is a hands-on role where you will be liaising with our wonderful consumer representatives (former patients and carers) the teams in the clinics, marketing and safety and quality.

We’re looking for someone who has:

- Excellent relationship building skills.
- Good attention to detail and ability to follow through.
- An understanding of the importance of governance processes.
- Excellent written and verbal communication skills.
- Customer (patient) centred mindset.
- Experience in survey design and delivery beneficial.
- Experience in reporting and working with Marketing to deliver annual reports.
- Experience with dashboards and turning insights into actionable next steps.
- Excellent interpersonal and communication skills with experience working with multi-faceted stakeholders to deliver improvement programs.
- Strong ability to interpret legislation, regulations, policies and procedures
- Ideally the role is Sydney based but if not, flexibility to travel to Sydney at a minimum twice a year would be required.

Benefits of joining our team:

- Working with a vibrant team aligned with providing the best patient experience possible and outcomes.
- Internal and external training and development opportunities.
- Close knit internal community.
- All employees and their family members have access to free confidential support that is completely external to GenesisCare including financial, nutritional and wellbeing coaching, legal advice & counselling.
- Enhance your holistic wellbeing with our Full Circle wellbeing program.
- Learn and grow with our award-winning development programs.
- Free access to thousands of LinkedIn training courses.
- Range of benefits available: Qantas membership discount, gym membership discount, 12 weeks paid parental leave, Bupa discount.

About GenesisCare

We are 1,300+ highly trained healthcare professionals and support staff in Australia designing innovative treatments and care for people with cancer. Our dedicated teams treat more than 30,000 patients annually.

People centricity is at the heart of what we do whether that person is a patient, a referring doctor, a partner or someone in our team. We aim to build culture of care that is patient focused and performance driven. If you'd like to make a difference, join us at GenesisCare.

Covid19 Vaccination Requirement

In line with the Public Health Order, all GenesisCare employees are required to be fully vaccinated for COVID-19. To be eligible for consideration to perform work for GenesisCare, all recruits must provide evidence of vaccination and comply with the requirements of the Public Health Order prior to appointment.

GenesisCare is an Equal Opportunity Employer.