We care. We do. We strive. We're a team.
At Healthscope, every role contributes to delivering safe, high‐quality, person‐centred care. At Mount Hospital, we are proud of our reputation for clinical excellence and a strong, supportive team culture. We are now seeking a dedicated Consumer Liaison Officer to help us continue improving the experience of every patient who walks through our doors.
About the Opportunity
As our Consumer Liaison Officer, you will play a vital role in strengthening how we listen, respond and learn from the voices of our consumers. You will support patients, families, visitors and staff by facilitating timely, respectful and effective management of feedback, concerns and compliments.
Working closely with our Quality & Risk Manager and hospital leadership team, you will:
* Be the primary point of contact for consumer enquiries, feedback, compliments and complaints across phone, email and other channels.
* Apply person‐centred care principles in alignment with relevant standards and frameworks.
* Conduct initial reviews and communicate outcomes in accordance with legislative and organisational requirements.
* Support the management and resolution of HADSCO, LARU and Department of Health ministerial enquiries.
* Identify key trends, risks and improvement opportunities and share insights that contribute to safer, better patient care.
* Assist with patient experience initiatives and quality improvement activities across the hospital.
* Promote Healthscope Safe Values and model compassionate, respectful communication.
This is a meaningful role where your ability to listen, problem‐solve and support others will directly impact the patient journey.
What You Bring
You will thrive in this role if you are warm, proactive and confident in navigating sensitive conversations. You will bring:
* Well‐developed communication and interpersonal skills.
* Strong customer‐service capabilities, with a calm and professional approach.
* Experience in healthcare or a consumer‐facing environment.
* Ability to use incident/feedback management systems to analyse feedback and data to identify themes and trends.
* Demonstrated high‐level written communication skills, including report writing.
* Knowledge of medical confidentiality and privacy legislation.
* Ability to work both autonomously and collaboratively within a multidisciplinary team.
* Relevant tertiary qualification, progress towards or equivalent experience.
Why Choose Healthscope & Mount Hospital?
At Healthscope, you'll be supported by a team that values compassion, accountability, teamwork and continuous improvement. At Mount Hospital, you will find:
* A welcoming and inclusive workplace where safety and wellbeing come first.
* Opportunities to contribute to meaningful change in patient care.
* Access to professional development and learning pathways through the wider Healthscope network.
* A culture that celebrates collaboration, innovation and shared success.
Be Part of a Team That Cares
If you are passionate about supporting consumers and contributing to a positive, safe and high‐quality experience for patients and families, we encourage you to apply.
For further information about this opportunity, please contact Mr Robert Caswell at robert.caswell@healthscope.com.au.
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