Patient Experience Advocate

4 days ago

Melbourne, Victoria, Australia beBeeResolution Full time $106,000

Role Overview

The Centre for Patient Experience is seeking a skilled professional to join their team as a Complaints Resolution Specialist. This exciting opportunity involves supporting consumers and staff to improve the patient experience by facilitating the feedback process.

  • Supporting consumers and staff to improve the patient experience through effective communication and negotiation.
  • Providing empathy and understanding to consumers in difficult circumstances.
  • Reviewing written responses from senior leaders, considering the consumer's perspective.
  • Collaborating with senior leaders to ensure complaints are managed according to established policies, Key Performance Indicators, and Health Complaints Commissioner standards.
  • Assisting Eastern Health staff in responding to feedback.

Key Responsibilities

Key responsibilities include:

  • Effective interpersonal skills, including communication, negotiation, and conflict resolution.
  • Strong consumer focus and ability to work independently within a large health service.
  • Demonstrated experience in health and/or human services, with computer literacy - intermediate Microsoft Office skills.
  • Ability to manage competing priorities and assist the organisation to meet Key Performance Indicators.

Requirements

To be successful in this role, you will possess:

  • Highly developed interpersonal skills, including effective communication, negotiation, and conflict resolution.
  • A strong consumer focus.
  • Demonstrated ability to work independently within the context of a large and complex health service.
  • Experience in health and/or human services.
  • Computer literacy - intermediate Microsoft Office skills.
  • The ability to manage competing priorities and assist the organisation to meet Key Performance Indicators.

Additional Requirements

Additionally:

  • Vaccination against infectious disease is mandatory. An offer of employment is conditional on providing evidence of current vaccination against COVID-19 with booster & Influenza prior to commencing employment.

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