Patient Relations Advisor

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

• Permanent full-time | 5 weeks annual leave + monthly day off included (Part time applicants Will be considered)
• Box Hill | Easy access to public transport, shopping, and dining options
• Work in a values-based organisation | Make a meaningful impact on patient experience

Help us turn feedback into better healthcare experiences

Are you someone who thrives on helping people, solving problems and making a meaningful difference? Do you have exceptional communication skills and the ability to support people through sensitive situations with empathy and professionalism?

As a Patient Relations Advisor, you will play a key role in ensuring consumers, families and carers feel heard, valued and supported while helping drive improvements across

our health service.

About the role

As a Patient Relations Advisor, you will be part of a dedicated team that champions consumer-centred care by managing patient feedback, complaints and compliments. Working closely with consumers, clinical teams and senior leaders, you will help resolve concerns, identify opportunities for improvement and contribute to a positive healthcare experience for our community.

This is an excellent opportunity for someone with experience in customer service, healthcare, complaints resolution, community services, advocacy, patient experience or stakeholder engagement.

What you’ll bring

• Supporting consumers, families and carers by providing compassionate and professional responses to feedback, concerns and complaints.
• Managing patient feedback from receipt through to resolution, ensuring timely and high-quality outcomes.
• Building positive relationships with consumers and staff to facilitate understanding and achieve constructive resolutions.
• Using your communication and conflict resolution skills to manage sensitive and complex situations.
• Collaborating with clinical teams and senior leaders to develop responses that are consumer-focused, respectful and solution-oriented.
• Supporting leaders across the organisation with advice, reporting and complaint management expertise.
• Championing a culture of excellence in customer service and consumer-centred care.

What We're Looking For

You are someone who:

• Communicates with empathy, professionalism and confidence.
• Enjoys helping people navigate complex or challenging situations.
• Can build strong relationships with a diverse range of stakeholders.
• Has excellent written communication skills and attention to detail.
• Is organised, adaptable and able to manage competing priorities.
• Uses sound judgement and problem-solving skills to achieve positive outcomes.
• Is passionate about improving experiences for patients, families and carers.
• Values collaboration and enjoys working as part of a supportive team.

What we offer

Being part of Eastern Health means belonging to a welcoming team of healthcare experts. We offer a range of benefits including:

• Investment in your career through continuous learning, mentoring, professional development, and opportunities to progress into specialist, leadership or advanced practice pathways.
• Work-life balance with flexible working arrangements, study and professional development leave, and leave purchasing options.
• Wellbeing support through fitness programs, confidential employee assistance services for you and your family, and 24/7 access to a range of support resources.
• Financial incentives to help you make the most of your earnings, including salary packaging through Maxxia, novated leasing options, and employee

discounts on health insurance, banking and more.

You must be eligible to work in Australia. Applications are reviewed as they are received, so we encourage early applications as the advertisement may close prior to the closing date.

Shortlisted candidates will be contacted to arrange an interview, and all applicants will be advised of the outcome of their application. Appointment to this position is subject to a satisfactory National Police Check, compliance with mandatory vaccination requirements, including annual influenza vaccination, and evidence of immunity to vaccine-preventable diseases where required.

Our commitments

• We are an equal opportunity employer and actively promote equality for people of all races, ethnicities, gender identities, sexual orientations, and for people living with disability across the communities we serve and within our Eastern Health team.
• We provide a culturally safe and welcoming environment for Aboriginal and Torres Strait Islander employees.
• As a child-safe organisation, we ensure child safety and wellbeing is embedded in our everyday culture.
• We are shaping a culture that delivers exceptional care for our community, and an exceptional experience for all the people who make it possible.

Job Posting End Date: 04/12/2026

Our Values in ActionRespect for all | Safe and welcoming | Partnering in care | Innovate, learn and lead