Job Description Lead the Way in Patient Experience and Feedback at Epworth Are you passionate about elevating the voice of patients and driving meaningful change across healthcare systems? Epworth HealthCare is seeking a dynamic and experienced Patient Feedback Manager to champion our organisational approach to patient experience and feedback. This is a Group-level leadership role that works across all Epworth sites and services, guiding how we listen, respond, and learn from the experiences of our patients and their families. With a strong focus on innovation, early intervention, and continuous improvement, you’ll help shape our compassionate, learning-oriented culture where patient voices are heard and acted upon. Key Responsibilities Lead and oversee Epworth’s patient experience and complaint management processes Champion a consistent, timely, and patient-centred approach to handling feedback, including compliments, complaints, and concerns. Act as the escalation point for complex or high-risk complaints, providing expert guidance and ensuring appropriate resolution pathways are followed. Analyse consumer feedback data to identify trends, risks and opportunities for service improvement and systemic learning. Build capability across the organisation through coaching, education and support in effective complaint handling and patient communication. About You You bring a tertiary qualification in a relevant health-related field, and ideally hold additional qualifications in quality improvement, project/change management, or education. You have significant experience managing patient complaints and feedback, including complex or high-risk cases, with a focus on early intervention, transparency, and systemic learning. You understand the importance of a patient-centred approach and have a strong working knowledge of complaints handling standards, privacy legislation, and ideally, Statutory Duty of Candour requirements. With at least 5 years of experience in a hospital environment—possibly including frontline clinical experience—you have implemented initiatives to enhance the patient experience and know how to work effectively within multidisciplinary teams. Your ability to build trust with stakeholders at all levels, including executive leadership, positions you as a credible voice in influencing cultural and systemic improvements. To thrive in this role, you will bring: Proven leadership experience in patient experience, consumer feedback, or complaints management in a complex healthcare or service environment Expertise in managing sensitive, high-risk or complex complaints with compassion and confidence Strong understanding of co-design, consumer engagement principles, and systems improvement. Outstanding interpersonal and communication skills, with the ability to influence, coach and collaborate across multidisciplinary teams. A commitment to excellence, empathy, and continuous learning. Position Description Inherent Requirements We will review applications as we receive them.
