Consumer Relations Coordinator

Reference Number
- 65673
- Employment Type
- Full Time Ongoing
- Entity
- Monash Health
- Department
- Patient Experience Office
- Location
- Dandenong Hospital
- Position Summary
- Play an integral and valued role in consumer relations across our organisation
- Be part of a dynamic and encouraging team
- Diverse range of experience on a daily basis

**Embark on a rewarding career and be part of a team where your dedication makes a difference in people's lives.**

**About the Role**:
This is an on-site patient facing role, with some flexibility possible in line with the requirements of 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. The Consumer Relations 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. The role presents you with the opportunity to engage with high level staff across the organisation in providing responses to concerns, including those where follow up meetings and discussion with consumers are needed.

**About Us**:
The Consumer Relations team is proudly one of the largest of its kind in Victorian Public Health, highly valued and appreciated by consumers, families, external agencies and importantly too, the staff at Monash Health. Our team of coordinators comprises highly committed and compassionate staff, and as part of the wider Patient Experience Office, works to enhance the patient journey by promoting an organisational culture of patient centred care and meaningful consumer, carer and community participation. The Consumer Relations Coordinators play an integral role in supporting patients and their family in providing feedback on their care and enables the organisation to learn and grow from individual feedback received. We are respected for our communication, empathy and support displayed when assisting the navigation of complex issues, particularly in the time following serious adverse and sentinel events.

**About You**:
This role will offer you the opportunity to work closely with our consumers and their families to resolve the concerns they may have about the care that we provide and be involved in the improvements that we make as a result. The right person for this role will have a passion to help and improve the patient journey, including after serious adverse events and supporting patients and families during the Statutory Duty of Candour process.

**In this highly valued and respected role, you will need to**:

- 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.
- Be able to critically and objectively review information and provide clear summaries to others, including a possible pathway for resolution and outcome.
- Have the ability to work independently, to proactively problem solve and demonstrate commitment to excellence in your work.
- Have ambition to grow and expand your interpersonal communication skills to manage interactions and move them forward effectively.
- 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)

**In Return**

Ours is a connected team with strong shared values and an unwavering commitment to excellence. We are a highly skilled, collaborative, and welcoming team where the only limit in your career is you. Upon your appointment, we will provide you with
- A supportive and cohesive sub-team, working within a larger consumer relations team.
- Professional development courses, seminars and mentoring.
- Opportunities for you to use your experience in the role to inform and drive initiatives within the broader units and programs.
- Salary packaging
- Onsite subsidised staff parking
- Discounted banking (BankVic)
- Comprehensive health and wellbeing programs to all employees. This includes the Employee Assistance Program for counselling and coaching support as well as mental health training, digital wellbeing and financial wellbeing programs.
- Onsite Gym options and ability to join Fitness Passport - your pass to an extensive choice of fitness facilities.
- Through partnerships with Medibank Private and HCF, Monash Health also offers employees cost-effective corporate private health insurance cover.
- For a confidential discussion and to explore