Patient Liaison Officer

Responsibilities

• Receive and initially address all patient and carer concerns and feedback
• Coordinate investigations and reviews with relevant clinical and management personnel
• Ensure appropriate escalation of complaints to internal and external parties
• Oversee the timely, consistent, and empathetic handling of complaints across the site
• Act as a key point of contact for the Health Complaints Commission and Department of Health
• Contribute to service delivery improvement and prevention strategies

Requirements

• Degree in a clinical or relevant health-related area of study
• Demonstrated experience in complaint handling and resolution within a service industry
• Experience working in an acute health care environment
• Excellent written communication skills
• Proficiency in Microsoft Office (Outlook, Word, and Excel)
• Highly developed negotiation and dispute resolution skills
• Strong emotional intelligence and commitment to empathetic communication

Benefits

• Enhanced Not-for-Profit salary packaging opportunities
• Paid parental leave program
• Ability to purchase up to 4 weeks of additional leave
• Access to Australia's largest educational scholarship program
• Discounted private health insurance and reduced out-of-pocket health service expenses
• Visa sponsorship opportunities with a path to permanent residency

About the Company

Epworth HealthCare is Victoria’s largest not-for-profit private health care group, renowned for excellence in diagnosis, treatment, care, and rehabilitation. Driven by our values of Compassion, Accountability, Respect, and Excellence, our purpose is ensuring that Every Patient Matters.