Patient Liaison Officer

Job description

Agency Department of Health Work unit Alice Springs Hospital, General Management

Job title Patient Liaison Officer Designation Administrative Officer 6

Job type Full time Duration Ongoing

Salary $96,620 - $107,721 Location Alice Springs

Position number 50247 RTF Closing 10/11/2025

Contact officer Brenda Bruce, Clinical Safety and Quality Manager on or

About the agency

Apply online

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY

QUALIFICATIONS.

Information for applicants – inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with

disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss this with

the contact officer. For more information about applying for this position and the merit process, go to the OCPE website. Aboriginal applicants

will be granted priority consideration for this vacancy. For more information on Special Measures plans, go to the OCPE website.

Primary objective

Effectively manage, coordinate and respond to patient and consumer complaints and feedback, ensuring timely investigation, resolution and

reporting within the Safety and Quality Unit. Develop and deliver effective and responsive communication and engagement practices including

stories, internal emails, media and event opportunities.

Key duties and responsibilities

1. Manage all Alice Springs Hospital (ASH) complaints and feedback received, including the investigation, reporting and development

of recommendations for consideration by the Acute Care Services Executive Team.

2. Provide high quality advice and administrative functions relating to the full range of correspondence, including the preparation

of letter replies, responses and direct engagement to clients and the community.

3. Manage the coordination of responses with respect to requests for information, preparation of reports and ministerial complaint

requests received from the Office of the Regional Executive Director, Central Australia.

4. Ensure accuracy in and maintaining reporting systems, undertaking performance reporting in all areas of responsibility.

5. Develop and manage ASH consumer engagement, including various community projects and the collection and sharing of patient stories

as required.

6. Develop and deliver communication advice across various platforms, including social media, internal emails, media and event opportunities.

7. Support the Hospital's Drovers Volunteer Service, ensuring it is aligned to the objectives and protocols of the Health Service.

8. Follow defined service quality standards, work health and safety policies and procedures relating to the work being undertaken to ensure high

quality, safe services and workplaces.

9. Foster a positive workplace culture through exemplary leadership practices and role modelling behaviour.

Selection criteria

Essential

1. Manage all Alice Springs Hospital (ASH) complaints and feedback received, including the investigation, reporting and

development of recommendations for consideration by the Acute Care Services Executive Team.

2. Provide high quality advice and administrative functions relating to the full range of correspondence, including the preparation

of letter replies, responses and direct engagement to clients and the community.

3. Manage the coordination of responses with respect to requests for information, preparation of reports and ministerial complaint

requests received from the Office of the Regional Executive Director, Central Australia.

4. Ensure accuracy in and maintaining reporting systems, undertaking performance reporting in all areas of responsibility.

5. Develop and manage ASH consumer engagement, including various community projects and the collection and sharing of patient

stories as required.

6. Develop and deliver communication advice across various platforms, including social media, internal emails, media and event opportunities.

7. Support the Hospital's Drovers Volunteer Service, ensuring it is aligned to the objectives and protocols of the Health Service.

8. Follow defined service quality standards, work health and safety policies and procedures relating to the work being undertaken to ensure

high quality, safe services and workplaces.

9. Foster a positive workplace culture through exemplary leadership practices and role modelling behaviour.

Desirable

1. Contemporary experience within a healthcare setting.

Further information

Positions may be subject to pre-employment checks such as immunisation requirements, working with children clearance notice and criminal

history checks. A criminal history will not exclude an applicant from this position unless it is a relevant criminal history. For immunisation

requirements - Category A (direct contact with blood or body substances) or Category B (indirect contact with blood or body substances), check

with contact person for requirements.