Consumer Liaison

Location: Melbourne | Northern Metropolitan

Job type: Not provided

Organisation: The Royal Women's Hospital

**Salary**: Salary not specified

Occupation: Administration/Secretarial, Communications, Marketing and Media, Facilities Management, Finance, Health and Allied Health, Human Resources, IT and Telecommunications, Information Management, Medical, Nursing

Reference: 25131
- **Part time 2 days per week fixed term role**:

- ** Parkville location, with multiple public transport options available**
- ** 5 Weeks annual leave + Salary packaging**

The Royal Women's Hospital is Australia's first and largest tertiary hospital dedicated to improving the health and wellbeing of women and newborns, offering specialised services within maternity, neonatal and women's health. Our goal is to be the best place to work, learn and contribute, and to provide exceptional experiences for our patients and consumers.

**Join the Women's Consumer Liaison team**

The Consumer Liaison team - part of the Quality and Safety Unit - contributes to the achievement of the Women's strategic plan and position the Women's as a leader in quality, safety and clinical excellence by:

- Elevating the patient voice and advocating for patients
- Prioritising, leading and driving improvement activity
- Creating a psychologically safe environment and developing and embedding systems to improve patient safety
- Embedding robust clinical governance, risk and compliance practices
- Leading and inspiring our organisation through building on our strengths, harnessing our expertise and disseminating our knowledge and learnings

**About the role**

The role of the Consumer Liaison officer is to provide a patient and consumer-centred liaison service and to respond to feedback and queries from patients and consumers seeking support and information about how the Women's provides healthcare for women and babies across all our clinical and non-clinical services.

A regular day will see you:
- Liaise and work with consumers to identify concerns and questions, and to develop plans for resolution
- Proactively liaise and collaborate with appropriate staff or managers within appropriate timeframes to address patient questions, concerns and expectations.
- Record and collate data
- Liaise with the Health Complaints Commissioner and Safer Care Victoria to negotiate outcomes to complex complaints

**About you**

Write a sentence or two about the type of person you are looking for, the soft skills required.

You'll bring with you:
- Embodies the Women's values of courage, passion, discovery and respect.
- Excellent people skills and able to communicate respectfully with patients, their families, internal and external stakeholders.
- Strong patient/consumer outcomes focus and active listening skills.
- Highly developed written and verbal communication skills as well as excellent facilitation and mediation skills.
- Capacity to work in a busy environment with demonstrated skills in time management, working with completing priorities and ability to manage a caseload.

**Our benefits**

At the Women's you will enjoy a culture that is collaborative, supportive and passionate about learning. We have a strong sense of purpose, and engage in meaningful work every day. We offer our people a range of rewarding benefits, including:

- $11,660 in salary packaging benefits, for living expenses, meals and holiday accommodation
- A suite of wellness initiatives designed to support you, including discounted financial, lifestyle and health options, and a comprehensive wellbeing program
- Public transport options at our doorstep and end of journey facilities for cyclists
- Onsite childcare centre and breastfeeding rooms
- Mentoring, learning and career development opportunities
- Five weeks annual leave

**Inclusion and belonging**

**Join us