Cclhd - Consumer Experience Consultant

**Employment Type**:Permanent Full Time
**Position Classification**:Health Manager Level 2
**Remuneration**:Commencing from $109,857.00 per annum
**Hours Per Week**:38
**Requisition ID**:REQ551926
**This recruitment may be used to fill future positions via an eligibility list for permanent, full time, part time, temporary and casual positions.**

**Be the Voice of Positive Change: Consumer Experience Consultant at Central Coast Local Health District**

Do you have a passion for patient advocacy and a knack for turning feedback into positive change? Central Coast Local Health District (CCLHD) is seeking a highly motivated and empathetic Consumer Experience Consultant to champion the voice of our community. This crucial role sits at the heart of our commitment to delivering exceptional, person-centred care.

**Imagine this**: You're the bridge between our community and our healthcare services. You'll be the first point of contact for patient feedback, both compliments and complaints, ensuring every voice is heard and valued. Your ability to listen, investigate, and facilitate resolutions will directly impact the quality of care we provide. You'll be empowering our staff to partner with consumers, driving improvements in patient safety and experience, and shaping the future of healthcare on the Central Coast.

**What you'll do**:

- **Empower change**: Manage the entire consumer feedback process, from initial contact to resolution and reporting, ensuring compliance with benchmarks and regulations.
- **Be a trusted advisor**: Provide expert guidance to senior leaders and clinical teams on complaint management, open disclosure, and partnering with consumers.
- **Drive quality improvement**:Analyse consumer feedback data, identify trends, and recommend initiatives to enhance patient experience and safety.
- **Educate and inspire**:Train and develop CCLHD staff on effective communication, complaint management, and patient-centred care.
- **Champion patient advocacy**:Participate in high-level meetings, acting as a dedicated family contact during open disclosure processes.
- **Collaborate and innovate**:Work across the district to integrate consumer participation into strategic and operational processes.

**What you'll bring**:

- A genuine passion for improving patient experience and a commitment to person-centred care.
- Exceptional communication, interpersonal, and problem-solving skills.
- The ability to remain calm, professional, and empathetic in challenging situations.
- Strong analytical skills and experience in data analysis and reporting.
- A deep understanding of the healthcare landscape and relevant legislation (e.g., Privacy Act).
- Experience in complaint management and open disclosure processes.
- A collaborative mindset and the ability to work effectively with diverse stakeholders.

**What we Offer**
- Work for the largest employer on the Central Coast
- Full-time employees receive an Accrued Day Off (ADO) through our ADO policy.
- Full Salary Packaging services are provided - which means you save more tax.
- Discounted Fitness Passport to balance your wellbeing.
- Professional Development through access to experienced and quality leadership
- Access to Wellbeing programs and support through our Employee Assistance Program

**Child Safe Standard Commitment**

**Our commitment to Diversity and Inclusion**

At Central Coast Local Health District, we are committed to creating a diverse, and inclusive environment which reflects the community and customers we serve. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islander peoples, LGBTIQ+ community and people from culturally and linguistically diverse backgrounds.

**Please note that all NSW Health workers are strongly recommended to stay up to date with Covid-19 vaccinations as recommended by the Australian Technical Advisory Group on Immunisation in the Australian Immunisation Handbook. However, Covid-19 vaccination is not a condition of employment.**

**Stepping Up Website**

**Need more information?**

**Applications Close: Thursday 20 February 2025 at 11:59 pm