Patient Experience Coordinator

Job Details
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Department: Ambulance Victoria
Work Type: Ongoing - full time
Job Function:
Classification: AV4
Work Location: Blackburn North Business Centre
Reference: VG/1693878
Closing Date: 05-Feb-2023
Salary Range: $97,609.00 - $122,156.00
Job Duration: N/A
Attachments: Position Description - AV4 Patient Experience Coordinator (PD0610).PDF (PDF, 205KB)

How to apply for a position with AV.pdf (PDF, 116KB)


Position Details

At Ambulance Victoria we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to the Victorian public, you join a team dedicated to bringing our vision of ‘Outstanding emergency health care every time' to life.

We are seeking a suitably qualified and experienced individual to coordinate the daily operations of the Patient Experience and Consumer Participation team and Patient Liaison Officers. This is a Full Time, Permanent, newly created position currently based at Blackburn North Business Centre.

About the role

Reporting to Patient Experience and Consumer Participation Lead, the responsibilities of this position include, but are not limited to:

  • Coordination of end-to-end patient feedback process, ensuring they are efficient and effective and identifying system improvement opportunities to reduce organisational and patient risks
  • Monitoring and implementation of recommendations from patient feedbacks
  • Overseeing day-to-day routine of patient experience activities including management and distribution of workload to Patient Liaison Officers
  • Providing subject matter expertise in relation to patient experience and consumer complaints and compliments, including resolution strategies, and reporting to the wider organisation to drive a continuous improvement
  • Direct management of serious and complex complaints.

About you

You are self-motivated and dynamic team player who can collaborate with stakeholders to support division objectives.

To be considered for this position, you will possess:

  • Demonstrated commitment to excellence in customer service and positive patient liaison, with a track record of managing a portfolio of serious level complaints
  • Strong understanding of systems thinking and data analytics, related to clinical and patient experience management
  • Excellent time and resource management skills to ensure efficient completion of work
  • Excellent interpersonal and influencing skills
  • Strong written and verbal communication skills

Working at AV

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. Although there will be a requirement to maintain a presence at Headquarters, flexible working arrangements are available and will be discussed with the successful candidate. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking.

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community.  If you're ready to play an integral role and deliver results that help make a real difference, we want to hear from you!

Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including a Police Check.

By applying for this position with Ambulance Victoria, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role.

The position is graded at AV4. The AV grade salary range for AV- 4 position is $97,609 - $122,156 plus 10.5% superannuation.

How to apply

See ‘Applying for a position with Ambulance Victoria' on our careers page. For any queries, please email or contact us on 0438 446 771.

Your application will form an integral part of the selection process and should be of a high quality including:

  • A covering letter
  • A resume

We request that your application for the Patient Liaison Officer position is forwarded by midnight Sunday, 5th February 2023 by clicking on ‘apply online'.

Applications must be submitted via the AV Careers Centre website to be considered.

At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people.

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