About the role The Consumer Feedback Manager leads the development and implementation of best practice systems for managing consumer feedback to continuously improve the health care experience for patients at West Moreton Health. This role ensures a person-centred approach to the resolution of complaints, concerns and enquiries from patients and carers, and leverages patient experience and consumer feedback metrics to drive improvements in patient experience. The key accountabilities of the role include: Provide leadership and direction to a team of Consumer Liaison Officers to ensure the delivery of best practice consumer feedback processes and achievement of identified key performance indicators across West Moreton Health. Employ advanced mediation, negotiation, consultation and stakeholder engagement skills to promote effective resolution to complex issues and to foster sound relationships with key stakeholders, including clinical leaders, the Office of the Health Ombudsman and other external agencies. About you Our ideal candidate will be someone who can demonstrate the following: Demonstrated knowledge, skills and experience in contemporary complaints management and patient experience improvement in a complex and sensitive environment. Demonstrated ability to provide operational leadership, strategic direction and management of a team whilst ensuring exceptional customer service, adherence to best practice standards and the achievement of quality and service delivery objectives. Demonstrated analytical, conceptual and problem solving skills and the ability to use data to identify and drive improvement. Demonstrated understanding of health service delivery and the ability to recognise, manage and escalate safety and quality risks appropriately. Strong communication skills, including the ability to convey information clearly and effectively (orally and in writing), manage conflict calmly and compassionately, and cultivate productive working relationships with a diverse range of internal and external stakeholders. Mandatory Requirements: Vaccinated against, and remain vaccinated against, certain vaccine preventable diseases (VPD) as outlined in the Health Employment Directive NO. 01/16 About West Moreton Health West Moreton Health is one of the most rapidly evolving health services in the south east corner, with a community growth expected to almost double to more than 588,000 by 2036. Our vision is for a robust hospital and health service that includes fit-for-purpose spaces, interconnected buildings, multi-disciplinary health services, research, education and community partnerships. To read more on how West Moreton Health are committed to transforming and optimising our care, to meet the health care needs of our growing and diverse community - Follow this link As a Child Safe Organisation, at West Moreton Health: We prioritise children and young people being seen, heard, and safe in every interaction. We create inclusive environments where the voices and needs of children and young people are valued and respected. We believe safeguarding is shared responsibility, upheld by every member of our organisation. Benefits 17.5% annual leave loading (Additional allowances/entitlements may apply) 12.75% employer contribution to superannuation Professional development Salary sacrificing options Wellness programs * Employee Assistance Service (EAS). To apply Further information regarding this role please download and read the attached Role Description and Information Packages. You will need to submit your Cover Letter, CV or Resume including the names and contact details of two referees and a short response (maximum 1-2 pages) on how your experience, abilities, knowledge and personal qualities are relevant to the role. Applications to remain current for a period of 12 months and may be used to fill a similar vacancy. Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all West Moreton Health vacancies.
