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Patient Experience and Feedback Specialist
3 weeks ago
We are seeking an experienced leader to join our team in a key leadership role. The Patient Feedback Manager will play a critical part in championing our organisational approach to patient experience and feedback.
This is a Group-level leadership role that works across all Epworth sites and services, guiding how we listen, respond, and learn from the experiences of our patients and their families.
- Lead and oversee patient experience and complaint management processes
- Champion a consistent, timely, and patient-centred approach to handling feedback, including compliments, complaints, and concerns
- Act as the escalation point for complex or high-risk complaints, providing expert guidance and ensuring appropriate resolution pathways are followed
- Analyse consumer feedback data to identify trends, risks and opportunities for service improvement and systemic learning
- Build capability across the organisation through coaching, education and support in effective complaint handling and patient communication
- Provide expert guidance on patient experience and feedback strategies
- Develop and implement training programs for staff on effective complaint handling and patient communication
- Collaborate with multidisciplinary teams to identify areas for improvement and develop solutions
- Develop and maintain relationships with stakeholders to ensure effective communication and collaboration
The ideal candidate will have a strong background in patient experience and feedback, with experience in managing patient complaints and feedback.
They will also possess excellent leadership and communication skills, with the ability to influence and collaborate with stakeholders at all levels.
- Tertiary qualification in a relevant health-related field
- Significant experience managing patient complaints and feedback
- Proven leadership experience in patient experience and feedback
- Expertise in managing sensitive, high-risk or complex complaints
As a valued member of our team, you will enjoy a range of benefits, including professional development opportunities and a supportive work environment.
- Opportunities for career growth and professional development
- A supportive and collaborative work environment
- Competitive salary and benefits package
At [Company Name], we care about our patients and our people. We care about keeping everyone safe, valuing and empowering our people, and growing careers.
- Our values and purpose define our approach and delivery
- We pride ourselves on communicating and delivering them in a real and meaningful way
- Every patient matters to us
