Consumer Experience and Engagement Advisor

Working from home Flexibility
- Supportive environment
- Exciting opportunity to join the Clinical Governance, Risk & Innovation Team

Here at BlueCross, we are the largest, and leading provider of aged care in Victoria. We pride ourselves on the exceptional services we deliver to our clients within the community as well as the clients that reside within our 31 aged care Residences. We are passionate about our clients and we love what we do

**We are looking for the “right attitude”**.

The Consumer Experience and Engagement Advisor (CEEA) is responsible for the development, oversight and implementation of the consumer experience and engagement framework and strategy at Blue Cross, including coordinating consumer feedback received from all BlueCross services, oversight of consumer experience quality data and improvement initiatives, and leading innovative opportunities for partnership and engagement between consumers and BlueCross at various levels.

The CEEA has one direct report, the Consumer Feedback Support Officer.

**Key Responsibilities**
- 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 BlueCross’ strategic direction and operations.
- Provide support and direction to BlueCross directorates and internal stakeholders on how to establish effective partnerships with consumers and their representatives.
- To build the capacity and capability of consumer representatives, advocates, and BlueCross 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.
- As a member of the Clinical Governance Risk and Innovation Directorate (CGR&I), the incumbent is expected to foster a just and safe culture across BlueCross, with a particular focus on strengthening and identifying opportunities for improvement through consumer feedback processes.
- Works closely with CGCs and the broader CGRI team to resolve and respond to feedback and complaints including feedback that relates to incidents, adverse event or near misses. The CEEA needs to ensure collaboration and escalation to guarantee appropriate investigations are undertaken in a timely manner.
- Oversight of responses to consumer feedback and provide advice and support with complaints management and complaints resolution to General Managers Operations and General Manager HomeCare, Residence Managers, and CGC staff where necessary.
- Oversight of consumer enquiries and resolutions by providing information/advice and referral of queries to the relevant departments and staff.

**Essential**
- Demonstrated leadership in delivering, embedding, and improving consumer engagement and consumer partnerships.
- Demonstrated experience in leading the development and implementation of a consumer engagement framework and strategy.
- Demonstrated communication skills, both verbal and written
- Experience in managing consumer feedback and de
- escalating consumers and achieving timely resolutions.
- Working knowledge of legislative requirements relevant to the complaints resolution in aged care sector.

**Desirable**
- 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

We value our culture and share a passion and drive to make a real difference in the lives of our residents and clients. We take great pride in recruiting people who share this passion - after all, it’s our people who put the magic into aged care and enrich lives. We pride ourselves on providing a workplace for all our team members that is free of discrimination.

All people employed at BlueCross are required to undergo pre-employment screening that includes a current NDIS worker screening check, current Flu vaccination as well as your COVID vaccination and booster.