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Patient Experience Improvement Manager

1 month ago

Sydney, New South Wales, Australia Montu Full time
About Montu

Montu is a rapidly growing organisation dedicated to delivering exceptional patient care and services.

Salary Range

The estimated annual salary for this role is between $120,000 and $180,000 AUD, depending on experience.

Job DescriptionKey Responsibilities
  • Lead Patient Experience Team: Develop and implement strategies to enhance patient satisfaction, analysing trends to identify areas for improvement.
  • Complaint Resolution Expertise: Oversee the complaint resolution process, ensuring efficient and effective management of patient concerns.
  • Reporting and Analytics: Create and deliver regular reports on case management metrics, team performance, and emerging complaint trends.
Community Guidelines Investigation
  • Breach Oversight: Investigate breaches of community guidelines, determining when patient behaviour warrants service denial.
  • Action Documentation: Ensure actions are documented and compliant with internal policies and external regulations.
Collaboration & Resolution Framework
  • Proactive Problem-Solving: Establish routines with cross-functional teams to support proactive problem-solving and innovative solutions.
  • Patient Feedback Integration: Build frameworks for handling patient complaints, ensuring responsiveness to emerging trends, patient feedback, and regulatory requirements.
  • Escalation Support: Provide hands-on support and leadership to resolve challenging situations.
Required Skills and Qualifications
  • Leadership Experience: Minimum 3-5 years in a leadership position, preferably in a healthcare or regulated service environment.
  • Complaint Management: Proficiency in complaint management and reporting software, Microsoft Office Suite, and data analysis tools.
  • Education: Bachelor's degree in business, healthcare management, communications, or a related field.
  • Interpersonal Skills: Excellent interpersonal skills, with a focus on compassionate communication.
  • Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify root causes and implement strategic improvements.
Benefits
  • Professional Growth: Opportunities for advancement to high achievers.
  • Learning Platform: Access to SAGED courses and more through the Greenhouse learning platform.
  • Flexible Work Arrangements: Enjoy the freedom of a full-time, work-from-home role.
  • Co-Working Spaces: Access to co-working spaces in select cities.
  • Mental Health Support: Mental health support through our wellbeing platform, Unmind.
  • Private Health Insurance: Private health insurance discount through Medibank.
  • Parental Leave: Up to 8 weeks of paid parental leave.