Consumer Liaison Coordinator

**ABOUT THE **ROLE**:Consumer Liaison Coordinator
**Summary of the role**:The Consumer Liaison Coordinator will provide seamless feedback management and resolution in collaboration with various Mercy Health employees. The role encompasses the requirements of the Statutory Duty of Candour (SDC) process as outlined in the Quality and Safety Act 2022. Provide timely communication and documentation to consumers and families taking into account their cultural and linguistic needs. As a part of this role, you will assist Mercy Health in strengthening its commitment to being a truly person-centred organisation**.**
- Type of employment Permanent Full Time
- Location/Facility: Located at Richmond Head Office, travel to both Werribee Mercy Hospital and Mercy Hospital for Women will be required.
- Primary Purpose/focus of the role As a key member of the Patient Safety and Experience Team, the Consumer Liaison Coordinator is responsible for gathering and responding to consumer feedback. In addition to engaging directly with consumers and their families, the CLC ensures that consumer concerns are satisfactorily addressed at an individual level. This position is responsible for managing SDCs, facilitating meetings as well as ensuring documentation is delivered in a timely manner. It is the responsibility of the CLC to collect and analyse data, to identify trends in feedback and SDCs, and to facilitate systemic change in conjunction with the broader Patient Safety and Experience team.

**ABOUT YOU:
**Essential**:

- Excellent interpersonal and communication skills (both verbal and written) - Demonstrated ability to work collaboratively. With a clear consumer focus Compassion, Hospitality, Respect, Innovation, Stewardship, Teamwork Page 4 of 4 - Demonstrated negotiation, conflict management and conciliation skills - Excellent time management skills - Dynamic and innovative approach to problem solving

**Desirable**: - Tertiary qualifications in a health related discipline - Knowledge and experience in a health service provision - Knowledge of medical terminology - Knowledge and experience of Riskman - Knowledge of relevant legislation and industry best practice in both consumer feedback and SDC

**ABOUT US**:

- Mercy Health is a Catholic organisation grounded in a 2,000-year tradition of caring for others. Founded by the Sisters of Mercy, Mercy Health is made up of more than 9,500 people who provide acute and subacute hospital care, aged care, mental health programs, maternity and specialist women’s health services, early parenting services, home care services and health worker training and development.
- Mercy Health is proud to be recognised as an Employer of Choice for Gender Equality by the WGEA.

**WHAT WE OFFER**:

- Mercy Health recognises that people are searching for meaning in their work life and finding a workplace that connects with their values is a key motivation when choosing an employer. As a not-for-profit healthcare provider, Mercy Health has a strong mission and clear values that guide us in everything we do. We pride ourselves on:

- Caring for our people and those important to them with generous employee assistance available for employees and their families
- Protecting children and vulnerable people in all our services, by listening to them and having zero tolerance of any form of abuse and neglect
- Taking a stand against climate change, which is one of the biggest threats to the health of the world and all humanity, and committing to action that will help make our world fairer and more sustainable
- Offering benefits such as generous salary packaging, purchased leave, career progression and development opportunities, access to health and wellbeing programs and a range of discounts across a diverse portfolio of financial, healthcare, travel and other services.

**WHAT YOU WILL NEED**:

- Proof of vaccination status consistent with public health orders and with Mercy Health’s policy (includes but is not limited to COVID-19 and seasonal influenza vaccination compliance requirement).
- If you have any questions or require any adjustments to ensure a fair and equitable interview and selection process please contact us on the details below.

**Contact Details**
- Marisa Marioli Manager Feedback and Duty of Candour

Manager Feedback and Duty of Candour Marisa Marioli

0478 268 959