Patient Feedback and Liaison Officer

Alfred Health

Alfred Health is a leader in health care delivery, improvement, research and education. We are the main provider of health services to people living in the inner southeast suburbs of Melbourne, from ambulatory to inpatient and home and community-based services.

• This is a fantastic opportunity to make a difference to patient experience. 
• Fixed term appointment (6 months) with view to ongoing
• Part time 3 days a week (48 hours per fortnight) 
• Would suit people with clinical or healthcare experience.  
• Join a supportive team

About the role

The Patient Feedback and Liaison Officer (PFLO) is a valued member of the Patient Experience Consumer Engagement team and will provide a seamless approach to consumer feedback (complaints, compliments, enquiries and suggestions) management and resolution in consultation with Alfred Health staff.

The PFLO facilitates the effective and timely resolution of complaints/feedback received from patients, families and carers. Additionally, the PFLO facilitates the response to feedback received from external agencies and third parties including the Health Complaints Commissioner, Safer Care Victoria, the Mental Health Complaints Commissioner and others.

The role supports a thorough, respectful and timely response to those who provide feedback and assists Alfred Health to identify opportunities for improvement arising from patient feedback. It also supports Alfred Health to strengthen its commitment to deliver on providing high quality, equitable patient-centred care aligned with the Patients Come First Strategy and Plan.

About you

• Excellent interpersonal and oral communication skills; including a highly developed skill in negotiation, conflict resolution and de-escalation techniques.
• The ability to produce written work of a high standard and with attention to detail
• Ability to work effectively in a consultative manner with a wide range of stakeholders, including a variety of staff, patients, carers and families and other stakeholders
• Display a high level of empathy and humanity
• High-level organisational skills, and the ability to autonomously prioritise and manage a dynamic work flow with flexibility
• Well-developed analytical skills including the ability to handle, analyse and interpret data to present information in a meaningful way
• Proficient and competent with Microsoft office programs and clinical risk data management systems
• Able to manage and contribute to analysis of data
• Able to contribute to or support training in collaboration with wider team.
• Demonstrated ability to think innovatively and identify opportunities for improvements and propose solutions to problems and implement change.

Skills & Experience

• Healthcare and/or other relevant tertiary qualification;
• Experience in feedback management in the healthcare setting;

Benefits

• Salary Packaging & Novated Leasing through Maxxia.
• Flexible Heath Insurance coverage through HCF Health Insurance
• On-site car & bike parking opportunities, Deducted Pre-Tax!!
• Fantastic onsite fitness facilities at The Alfred through ProSport Health and Fitness.
• Child Care Services at The Alfred managed by KU Children’s Services

If applicable, specify specific requirements that you require in the cover letter or CV.

Enquiries and questions welcome.

Contact Rebecca Brough Associate Director Patient Feedback and Liaison at [email protected]

Applications Close: 11pm AEST, Tuesday 25th June 2024

Alfred Health is an equal opportunity employer and is committed to attracting and retaining a diverse workforce that reflects the community we serve.  Applications from Aboriginal and Torres Strait Islanders are encouraged.

In accordance with the Health Minister's Covid-19 Mandatory Vaccination Order, all Alfred Health employees are required to be fully vaccinated (3 doses) for COVID-19 or hold an acceptable medical exemption. Furthermore, in accordance with the Health Services Amendment (Mandatory Vaccination of Healthcare Workers) Act 2020, health care workers in Category A or B roles (as determined by the department’s risk ratings) are required to be vaccinated against influenza or hold an acceptable medical exemption. 

Website: www.alfredhealth.org.au