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Lead Consumer Feedback & Engagement Across Bayside Health Service
Join our Consumer Liaison Service and play a pivotal role in shaping patient experience across Redland Hospital, Wynnum Health Service and the Marie Rose Centre. Use your expertise in consumer feedback, complaints management and stakeholder engagement to drive quality improvements and strengthen trust with our community
About Your Role
As the Consumer Liaison and Engagement Officer, you will provide a high‑quality consumer feedback service across the Bayside Health Network.
Responsibilities
* Coordinate, investigate and respond to consumer feedback to achieve timely and positive outcomes.
* Manage complex complaints, including Ministerial and Office of the Health Ombudsman matters, in collaboration with clinical and executive stakeholders.
* Use negotiation, mediation and consultation skills to resolve issues sensitively and constructively.
* Lead initiatives that promote staff and public awareness of rights, responsibilities and complaints pathways.
* Maintain the Consumer Feedback database, analyse trends and prepare high‑level reports and recommendations.
About You
You are an experienced communicator and problem‑solver who thrives in a role that balances consumer advocacy, data reporting, negotiation and stakeholder engagement.
You Will Bring
* Demonstrated experience in complaints management within a healthcare or similar environment.
* High‑level written communication skills, including preparing briefs, reports and Ministerial responses.
* Strong analytical capability to interpret data and identify trends for quality improvement.
* Proficiency in Microsoft Office and an ability to learn relevant information systems (e.g. RiskMan, HBCIS, The Viewer).
* Excellent negotiation, mediation and interpersonal skills with the ability to manage complex and sensitive matters.
What We Can Offer You
* We are renowned for teaching and research excellence with strong relations with Queensland's leading tertiary institutions.
* We want to empower you to build a long‑term career, with countless opportunities to learn and grow, no matter your role.
* You'll have all the benefits of working for Queensland's world‑class public health system including generous leave entitlements, attractive salary and remuneration packages, salary packaging and access to relevant professional development allowances and/or leave, study and research assistance, corporate discounts and employee wellness programmes.
Redland Hospital
Redland Hospital is the major health centre for adults and children in the Redlands and Brisbane's southern bayside suburbs. We provide a range of services including emergency care, primary health and minor injury care, acute and subacute medicine, general surgery, maternity and paediatric, mental specialist outpatient and mental health care. It's an exciting time as our Redlands Coast community grows bringing a diverse range of patients & an opportunity to make a real difference in the community. With more beds, new and expanding services the Redland Hospital expansion provides a range of opportunities to pursue and build a long‑term career, enjoy a supportive work environment, professional growth opportunities, and a vibrant community
Our Values
INTEGRITY | COMPASSION | ACCOUNTABILITY | RESPECT | ENGAGEMENT | EXCELLENCE
Our values were created by employees for employees to shape our culture and inspire positive interactions in the workplace. Diversity of ideas, skills, traditions, and customs is celebrated as one of our greatest strengths. Having a workforce that reflects and understands the needs and expectations of our community is important to delivering safe, kinder, and more inclusive care.
We recognise our strength comes from the diversity of our people and so we encourage people of all genders, ethnicities, ages, abilities, languages, sexual orientation, and family responsibilities to apply.
About Metro South Health
We are the major public healthcare provider for Brisbane's south side, Logan, Redlands, and the Scenic Rim operating five major hospitals and a range of community, specialty, and state‑wide healthcare services. We are bold, innovative, collaborative, inspiring. We save lives, change lives, and make the world a better place. We are part of and proud of the community we serve. We are better together.
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