Patient Experience Advocate | Feedback & Resolution

Eastern Health; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Investment in your career

Work-life balance

Wellbeing support

Financial incentives

Job summary

Eastern Health is seeking a Patient Relations Advisor to champion consumer-centred care by managing patient feedback, complaints and compliments. You will work with consumers, clinical teams and senior leaders to resolve concerns and identify opportunities for improvement across our health service.

This role suits someone with experience in customer service, healthcare, complaints resolution, and stakeholder engagement, who can communicate with empathy and professionalism while supporting a

Qualifications

• Experience in customer service, healthcare, complaints resolution, community services, advocacy or patient experience.
• Ability to support consumers, families and carers with empathy and professionalism.
• Strong written and verbal communication skills.

Responsibilities

• Manage patient feedback from receipt to resolution with timely, high-quality outcomes.
• Collaborate with clinical teams and senior leaders to develop consumer-focused responses.
• Provide compassionate responses to concerns and complaints and support improvements.
• Assist leaders with advice, reporting and complaint management to drive better care.

Skills

Empathy

Communication

Conflict resolution

Stakeholder engagement

Problem solving

Job description

Eastern Health is seeking a Patient Relations Advisor to champion consumer-centred care by managing patient feedback, complaints and compliments. You will work with consumers, clinical teams and senior leaders to resolve concerns and identify opportunities for improvement across our health service.

This role suits someone with experience in customer service, healthcare, complaints resolution, and stakeholder engagement, who can communicate with empathy and professionalism while supporting a