Elevate Patient Voice

1 day ago

Melbourne, Victoria, Australia beBeeComplaints Full time $120,000 - $160,000
Patient Feedback Leader

Lead the way in patient experience and feedback at your next role. Are you passionate about elevating the voice of patients and driving meaningful change across healthcare systems?

This is a Group-level leadership position that works across all sites and services, guiding how we listen, respond, and learn from the experiences of our patients and their families.

  • Develop 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.

You bring a tertiary qualification in a relevant health-related field, and ideally hold additional qualifications in quality improvement, project/change management, or education. You have significant experience managing patient complaints and feedback, including complex or high-risk cases, with a focus on early intervention, transparency, and systemic learning.

To thrive in this role, you will bring:

  • Proven leadership experience in patient experience, consumer feedback, or complaints management in a complex healthcare or service environment.
  • Expertise in managing sensitive, high-risk or complex complaints with compassion and confidence.
  • Strong understanding of co-design, consumer engagement principles, and systems improvement.
  • Outstanding interpersonal and communication skills, with the ability to influence, coach and collaborate across multidisciplinary teams.
  • A commitment to excellence, empathy, and continuous learning.

We care about our patients and we care about our people. We value and empower our people, and grow careers. And we give our people support and flexibility to thrive, and contribute to our communities.

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