Client Experience and Engagement Liaison

2 days ago

Melbourne, Victoria, Australia beBeePartnership Full time $98,646 - $124,999

About the Role:

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  • The Consumer Experience and Engagement Advisor will lead the development, oversight and implementation of a consumer experience and engagement framework and strategy at our organization.">
  • They will coordinate consumer feedback received from all services, oversee consumer experience quality data and improvement initiatives, and lead innovative opportunities for partnership and engagement between consumers and our organization at various levels.">
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Key Responsibilities:

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  • To develop and implement a consumer engagement strategy and framework that seeks to increase and embed the consumer voice across all levels of the organisation and fosters active consumer engagement and partnership to help inform our strategic direction and operations.">
  • Provide support and direction to internal stakeholders on how to establish effective partnerships with consumers and their representatives.">
  • Build the capacity and capability of consumer representatives, advocates, and staff to partner in meaningful relationships that enhance consumers' quality of experience and care.">
  • Implement a range of methods for consumer engagement including co-design to ensure inclusive practice.">
  • Work closely with the Clinical Governance Risk and Innovation Directorate team to resolve and respond to feedback and complaints including feedback that relates to incidents, adverse event or near misses.">
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Essential Qualifications:

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  • Leadership in delivering, embedding, and improving consumer engagement and consumer partnerships.">
  • Experience in leading the development and implementation of a consumer engagement framework and strategy.">
  • Communication skills, both verbal and written.">
  • Experience in managing consumer feedback and escalating consumers and achieving timely resolutions.">
  • Working knowledge of legislative requirements relevant to the complaints resolution in aged care sector.">
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Desirable Qualifications:

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  • Working knowledge of quality and continuous improvement principles.">
  • Experience of consumer participation in an aged care setting.">
  • Experience in mediation and complaints management.">
  • Knowledge of basic medical terminology.">
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What We Offer:

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  • We value our culture and share a passion and drive to make a real difference in the lives of our clients and residents.">
  • A workplace for all our team members that is free of discrimination.">
  • Pre-employment screening that includes a current NDIS worker screening check, current Flu vaccination as well as your COVID vaccination and booster.">
"]},

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