Patient Experience

2 weeks ago

Blackburn North, Australia Ambulance Victoria Full time

At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. This is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you will join a team dedicated to bringing our vision to be a world leading ambulance service to life.

We are seeking a Patient Experience & Consumer Participation Lead to provide strategic delivery and leadership for the Patient Experience and Consumer Participation team within the Patient Safety & Experience Department.

This is a Full Time, /Permanent position. While WFH/Hybrid options are available, it is essential that the successful applicant maintains a presence at Blackburn Business Centre in line with our hybrid working model.

**About the role**

Reporting to the Director Patient Safety & Experience, responsibilities of this position include, but not limited to:

- Provide strategic delivery and leadership for the Patient Experience and Consumer Participation team
- Monitor and analyse patient experience and feedback performance and take action in identification of risks and areas for improvement
- Respond and allocate resources, and monitor patient feedback and consumer participation activity
- Proactively undertake and coordinate projects and reporting as required
- Develop and maintain strong relationships with internal and external Stakeholders, working collaboratively using influence and negotiation to achieve outcomes that optimise patient care and outcomes

**About you**

To be considered for this position you will possess:

- Experience working in a health sector with patients and consumers
- Experience and demonstrated proficiency in responding to feedback and enquiries from consumers, allied services and regulatory bodies
- Excellent interpersonal skills
- Demonstrated commitment to excellence in customer service and positive patient liaison
- Excellent written and verbal communication skills for a broad variety of audiences and platforms
- Excellent time management skills and ability to remain calm under pressure
- Participation in improvement initiatives, preferably related to health services**

**Working at Ambulance Victoria**

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking.

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you are ready to be an integral part in bringing our values of **Care, Accountability, Respect**and** Excellence** to life at AV, we want to hear from you

**Important information**

Successful applicants will need to be willing to complete pre-employment screening including references, misconduct and Police Checks.

This position is classified **AV6** under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021-2025.

**How to apply**
- Cover letter outlining your experience and interest in the position
- Current resume
- A separate document addressing the key selection criteria from the position description

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