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Permanent Part Time – 40 hours per fortnight
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West Gippsland Healthcare Group (WGHG) is seeking a motivated and compassionate Feedback and Experience Coordinator to join our Quality and Safety team. This is a key role that supports the organisation's commitment to person-centred care and continuous improvement.
In this role, you will:
Work directly with consumers, acknowledging and clarifying feedback including compliments, complaints, and suggestions
Coordinate timely and high-quality responses in collaboration with clinical, medical, and administrative departments
Provide guidance to staff in complaint resolution and feedback handling
Generate data and identify trends to support improvement initiatives
Promote consumer-focused care through staff education and advocacy
Our ideal candidate will have:
Excellent interpersonal and communication skills (verbal and written)
Demonstrated ability to work collaboratively with a patient-centred approach
High-level organisational and time management skills
Initiative, empathy, and a commitment to continuous improvement
Experience in a consumer liaison or feedback role within healthcare
Familiarity with Riskman Feedback (or similar systems)
Knowledge of complaint handling standards and privacy legislation
Experience in education or delivering training sessions
About our organisation
The West Gippsland Healthcare Group is a customer focused health organisation providing acute medical and surgical, obstetric, emergency, residential care and community health services to 45,000 people in the rural, urban residential, agricultural and industrial areas located within the Baw Baw Shire and beyond. The administrative headquarters are located at West Gippsland Hospital in Warragul, approximately 100kms east of Melbourne.
West Gippsland Healthcare Group staff benefits include
Flexible working arrangements
Access to employee assistance program
Salary packaging
Free Parking
Working with us
All appointments with the West Gippsland Healthcare Group are subject to the satisfactory return of professional reference checks, a National Police Record Clearance and a current Employee Working with Children Check.
All employees must hold current entitlement to work within Australia. A six-month probationary period applies to all new appointments.
Further details and how to apply
Further information is contained in the Position Description. Applications must be submitted via seek.com.au and must include a current CV and covering letter. Responses to the selection criteria are recommended. Shortlisted applicants will be asked to provide at least 2 professional referees. If you have any further queries, please contact Jenni Quaife, Acting Manager - Quality & Safety Unit, 03 5623 0860 or via email jenni.quaife@wghg.com.au
Applications close onSunday, 6 July 2025
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As an inclusive employer, committed to improving diversity and equity in our workforce, we encourage applications from all parts of our community, including Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds, LGBTI people, and people with lived experience of disability.
As a Child Safe organisation, West Gippsland Healthcare Group promotes the safety, wellbeing and inclusion of all children, including those with disability.
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Your application will include the following questions:How many years' experience do you have as an Experience Coordinator? Which of the following statements best describes your right to work in Australia? Which of the following Microsoft Office products are you experienced with? Do you have a current Police Check (National Police Certificate) for employment? Under Government requirements, some roles in Healthcare settings must be vaccinated for influenza. Are you able to meet this requirement prior to commencement if you were the successful applicant? Can you share your experience managing consumer feedback or complaints, and how you ensure respectful, person-centred communication? How do you apply complaint handling standards and privacy legislation in your work?
West Gippsland Healthcare Group provides acute medical and surgical, obstetric, emergency, community and aged care services, primarily in the Shire of Baw Baw, approximately 100 kms east of Melbourne.
West Gippsland Healthcare Group comprises a number of sites. They are Baw Baw Health and Community Care Centre, Community Services Centres in Warragul and Trafalgar, Cooinda Lodge Aged Care Residence, Rawson Community Health Centre, Andrews House Aged Care Residence, Warragul Linen Service and West Gippsland Hospital.
Source: This is an extract from the company's own website.
About Us
West Gippsland Healthcare Group provides acute medical and surgical, obstetric, emergency, community and aged care services, primarily in the Shire of Baw Baw, approximately 100 kms east of Melbourne.
West Gippsland Healthcare Group comprises a number of sites. They are Baw Baw Health and Community Care Centre, Community Services Centres in Warragul and Trafalgar, Cooinda Lodge Aged Care Residence, Rawson Community Health Centre, Andrews House Aged Care Residence, Warragul Linen Service and West Gippsland Hospital.
Source: This is an extract from the company's own website.
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