Consumer Relations Coordinator

4 days ago

Melbourne, Victoria, Australia Monash Health Full time

Location: Melbourne | Eastern Metropolitan

Job type: Not provided

Organisation: Monash Health

**Salary**: Salary not specified

Occupation: Administration/Secretarial, Communications, Marketing and Media, Education and Training, Finance, Health and Allied Health, Human Resources, Procurement, Research, Family Violence Workers, Medical, Nursing

Reference: 55168

**About Monash Health**

**About the Patient Experience Office**

The Patient Experience Office is the centre of strategic activities aimed at enhancing the patient experience by promoting an organisational culture of patient centred care and meaningful consumer, carer and community participation. The Consumer Relations Coordinator role is a part of the Feedback and Service Excellence team within the Patient Experience Office, and play an integral role in supporting the organisation to learn and grow from individual feedback that we receive.

**About the Role**The Consumer Relations Coordinator will work to enhance the consumer and family experience through the effective management of formal and informal feedback to achieve appropriate, high quality and timely responses and resultant outcomes.

Their expertise and experience in investigation of health complaints will place them in an ideal position to assist teams to develop appropriate actions and recommendations as a result of investigation. The Consumer Relations Coordinator has a role in monitoring the implementation of recommendations that have come out of complaints.

The Consumer Feedback Coordinator is experienced and highly skilled in delivering education, training and support to front line staff, including managers, to ensure that Monash Health effectively seeks and responds to patient and family feedback using a proactive, service recovery model.

**About You
**Additionally you will possess**:

- Resilience and adaptiveness
- Demonstrate a high level of reasoning and analytical skills, using a patient centred approach, to the assessment of individual complaints, so as to accurately represent the complainant's issues in preparation for investigation.
- Demonstrate expert communication with high-level verbal, non-verbal and written skills within the Patient Experience Office, Monash Health, and with external agencies.
- Demonstrate high level of understanding of healthcare systems and the potential impacts they may have on consumers.
- Strong stakeholder relationship engagement and focus
- Clinical background (highly desirable)

**Monash Health employee benefits**:

- Salary packaging
- Onsite subsidised staff parking
- Discounted banking (BankVic)
- Onsite Gym
- Access to professional development courses and seminars

**How to Apply**

Monash Health recognises the value of equal employment opportunity and is committed to patient safety and promoting fairness, equity, and diversity in the workplace. At Monash Health we are relentless in our pursuit of excellence and work to our six guiding principles.

Offers of employment can only be made once all required probity checks have been completed. These include:

- reference checks;
- a clear Police Check conducted within the last three months;
- a current Victorian Employee Working with Children's Check (or proof of payment for same);and
- proof of immunisation.

A request to conduct probity checks does not guarantee that an offer of employment will be made.

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