Patient Experience Officer
7 days ago
**About the role
Work collaboratively with the Patient Experience Manager (PEM) to provide a high-quality service to consumers across STARS directorate, including the Oral Health Alliance (OHA) in the Oral Health Centre (OHC), and Virtual Emergency Care Services (VECS) in accordance with Metro North Health's processes and local consumer feedback procedures. The PEO will effectively, efficiently and confidentially receive, triage, coordinate, manage, investigate, document and respond to consumer and community feedback relating to patient care and service provision to achieve the most positive and timely outcome for all parties involved in accordance with STARS requirements and local procedures.
About you
Manage a case-load of more complex feedback, which includes spending time taking telephone calls and meeting face-to-face with feedback providers.
Identify issues for investigation, and develop action plans, including seeking information from key stakeholders, such as medical, nursing and allied health practitioners.
Use mediation, negotiation and consultation skills to promote effective resolution to complex issues of concern and to foster sound relationships with consumers and key stakeholder groups within the agreed Health Service key performance indicator (KPI) timeframes of 35 days
Health Equity
It is expected that all Metro North Health staff, including the incumbent of this role as a valuable member of the Metro North workforce, contribute to the health equity agenda and meet the intent of supporting the defined six actions that specifically meet the needs of Aboriginal and Torres Strait Islander people within the National Safety and Quality Health Service Standards (NSQHS), by actively supporting the elimination of racial discrimination and institutional racism; supporting increased access to health care; influencing the social, cultural and economic determinants of health; supporting the delivery of sustainable, culturally safe and responsive health services; and recognise the importance of working with Aboriginal and Torres Strait Islander peoples, communities and organisations to design, deliver, monitor and review the health and support services we provide.
Benefits when working for us
Rewarding career and development opportunities across a wide range of clinical and non-clinical areas
Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance
Flexible working arrangements and competitive salary rates with annual incremental increases
Benefit from a higher than standard employer contribution to Superannuation of up to 12.75% and access to salary packaging
APPLICATIONS RECEIVED VIA THIRD PARTIES (RECRUITMENT AGENCIES ETC.) WILL NOT BE ACCEPTED
This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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