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Patient Relations Coordinator
2 months ago
Perth Radiological Clinic | Administration/Support/Service, Healthcare/Medical
Perth Radiological Clinic is committed to excellence through ongoing enhancement and is seeking a Patient Liaison Manager.
At Perth Radiological Clinic, we prioritize understanding our patients and clients. We do not merely address issues; we actively engage with our patients to grasp their viewpoints and requirements. This proactive strategy ensures we are not just resolving complaints but also improving our services and processes. This newly established position will involve direct interaction with patients, referrers, and key stakeholders to investigate and mediate in order to achieve satisfactory complaint resolutions, thereby supporting the delivery of high-quality services.
Through effective complaint management, we aim to:
- Analyze Feedback: Each feedback is a valuable source of insights that helps us refine our strategies and enhance experiences.
- Drive Solutions: We confront challenges with creativity and a problem-solving approach, transforming obstacles into opportunities for improvement.
- Foster Growth: Our commitment to continuous improvement drives innovation, enabling us to set new benchmarks and surpass expectations.
- Build Trust: By leading with empathy and efficiency, we cultivate strong relationships with our patients and referrers, earning their trust.
Key Responsibilities:
- Manage a caseload effectively, including setting expectations, preparing tailored responses, and resolving incidents.
- Communicate findings to the appropriate levels within the organization to manage risks effectively.
- Actively listen to patients and stakeholders to investigate complaints and identify concerns, proposing resolutions.
- Analyze evidence from various sources, including clinical documentation, to assess the standard of care delivered.
- Engage with patients, staff, and healthcare providers to resolve complaints in alignment with the clinic's values of high-quality care.
- Prioritize and direct complex queries and complaints to the appropriate personnel.
Qualifications:
- Demonstrated experience in complaint resolution within the last few years, with resilience and confidence in handling challenging situations.
- Strong customer service orientation, exhibiting empathy and patience.
- Advanced negotiation skills and the ability to articulate outcomes clearly to various audiences.
- Proficient in investigating issues, drawing logical conclusions, and presenting findings in accordance with organizational policies.
- Excellent time management and prioritization skills, capable of managing a caseload and meeting deadlines.
- Intermediate skills in MS Word and Excel, with the ability to learn new software and analyze data for trend tracking and improvement recommendations.
- Experience in the healthcare sector is preferred but not mandatory.
- Experience in mentoring or managing a team member is a plus.
- Eligibility to work in Australia.
- Willingness to obtain a National Police Check if required.
About Perth Radiological Clinic:
Perth Radiological Clinic is one of Australia's largest independent radiology and medical imaging practices, operating numerous clinics and employing a large team of professionals. We provide a comprehensive range of services across various healthcare settings.
What We Offer:
- A permanent role within a leading medical imaging organization.
- A flexible working environment to accommodate personal commitments.
- Competitive salaries with regular reviews.
- Long Service Leave after a designated period of service.
- Corporate benefits, including discounts on private health insurance and PRC services.
- Access to a wide range of retail discounts and employee assistance programs.
Application Process:
Interested candidates are encouraged to submit an updated resume detailing relevant experience. A brief cover letter outlining qualifications is appreciated but not mandatory.
We welcome applications from diverse backgrounds, including Indigenous and Torres Strait Islander peoples and individuals with disabilities.
