Patient Relations Manager
2 weeks ago
Perth Radiological Clinic | Administration/Support/Service, Healthcare/Medical
Perth Radiological Clinic is committed to excellence through ongoing enhancement, and we are seeking a Patient Relations Manager to be part of our team.
At Perth Radiological Clinic, we prioritize understanding our customers and patients by actively listening to their concerns and needs. This proactive strategy allows us to not only address issues but also improve our processes, offerings, and services. This newly established position will involve direct interaction with patients, referrers, and key stakeholders to investigate and resolve complaints, ensuring the delivery of exceptional service.
Our approach to effective complaint management includes:
- Feedback Analysis: Each piece of feedback provides valuable insights that help us refine our strategies and enhance experiences.
- Solution Development: We confront challenges with creativity and a problem-solving attitude, transforming obstacles into opportunities for growth.
- Continuous Improvement: Our dedication to ongoing enhancement drives innovation, enabling us to set new benchmarks and surpass expectations.
- Trust Building: By leading with empathy and efficiency, we cultivate strong relationships with our customers, patients, and referrers, earning their trust.
Key Responsibilities:
- Manage a caseload effectively, including setting expectations and preparing tailored responses to resolve incidents.
- Communicate findings to the appropriate levels within the organization to identify and manage risks effectively.
- Engage with patients and relevant stakeholders to investigate complaints and queries, identifying concerns and proposing resolutions.
- Analyze evidence from various sources, including clinical documentation, to assess the standard of patient care and service provided.
- Collaborate with patients, staff, supervisors, doctors, and other healthcare providers to resolve complaints in alignment with our values of high-quality care.
- Prioritize and direct complex queries and complaints to the appropriate personnel.
Candidate Profile:
- Demonstrated experience in complaint resolution within the last 2-3 years, with resilience and confidence in managing challenging situations.
- Strong customer focus, exhibiting empathy and patience.
- Advanced negotiation skills with the ability to craft written responses tailored to the audience.
- Proficient in investigating issues, drawing logical conclusions, and articulating findings in accordance with organizational policies.
- Excellent time management and prioritization skills, capable of handling a caseload and meeting competing deadlines.
- Intermediate skills in MS Word and Excel, with the ability to learn various software and analyze data to track trends and recommend improvements.
- Experience in the healthcare sector is preferred but not mandatory.
- Previous experience in mentoring or managing a direct report is advantageous.
- Full working rights in Australia are required.
- Ability to provide a National Police Check within 6 months or willingness to obtain.
About Perth Radiological Clinic:
Perth Radiological Clinic is one of Australia's largest independent radiology and medical imaging practices, operating 21 clinics across Perth, with over 100 Radiologists and 1000 staff members. We offer a comprehensive and integrated range of services to the people of Western Australia.
What We Offer:
- A permanent position with a leading medical imaging organization.
- A flexible working environment to accommodate personal commitments.
- Industry-leading paid parental leave for eligible employees.
- Competitive salaries that are regularly reviewed.
- Long Service Leave after 7 years of service.
- Purchased Leave options for eligible employees.
- Complimentary on-site parking with reimbursement.
- Optional PRC uniforms provided.
- Corporate rates for private health insurance.
- Staff discounts on PRC services.
- Access to an employee assistance program.
- Over 2000 retail discounts across various sectors.
Application Process:
Interested candidates are encouraged to submit an updated resume outlining relevant experience. A brief cover letter, no longer than one page, detailing how you meet the requirements is highly regarded but not mandatory.
We welcome applications from Indigenous and Torres Strait Islander people, individuals with disabilities, and those from diverse backgrounds.
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