Patient Experience Coordinator

2 weeks ago

Melbourne, Australia Ambulance Victoria Full time

Location: Melbourne | Eastern Metropolitan

Job type: Full time

Organisation: Ambulance Victoria

**Salary**: $97,609 - $122,156

Occupation: Other

Reference: AV/1693878

At Ambulance Victoria we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It 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 the Victorian public, you join a team dedicated to bringing our vision of ‘Outstanding emergency health care every time' to life.

We are seeking a suitably qualified and experienced individual to coordinate the daily operations of the Patient Experience and Consumer Participation team and Patient Liaison Officers. This is a Full Time, Permanent, newly created position currently based at Blackburn North Business Centre.

**About the role**

Reporting to Patient Experience and Consumer Participation Lead, the responsibilities of this position include, but are not limited to:

- Coordination of end-to-end patient feedback process, ensuring they are efficient and effective and identifying system improvement opportunities to reduce organisational and patient risks
- Monitoring and implementation of recommendations from patient feedbacks
- Overseeing day-to-day routine of patient experience activities including management and distribution of workload to Patient Liaison Officers
- Direct management of serious and complex complaints.

**About you**

You are self-motivated and dynamic team player who can collaborate with stakeholders to support division objectives.

To be considered for this position, you will possess:

- Demonstrated commitment to excellence in customer service and positive patient liaison, with a track record of managing a portfolio of serious level complaints
- Strong understanding of systems thinking and data analytics, related to clinical and patient experience management
- Excellent time and resource management skills to ensure efficient completion of work
- Excellent interpersonal and influencing skills
- Strong written and verbal communication skills

**Working at AV**

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're ready to play an integral role and deliver results that help make a real difference, we want to hear from you

Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including a Police Check.

The position is graded at AV4. The AV grade salary range for AV- 4 position is $97,609 - $122,156 plus 10.5% superannuation.

**How to apply**
- A covering letter
- A resume

**_ At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people._

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