Patient Experience Officer

Benefits
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Full job description
About the role

Work collaboratively with the Patient Experience Manager (PEM) to provide a high-quality service to consumers across STARS directorate, including the Oral Health Alliance (OHA) in the Oral Health Centre (OHC), and Virtual Emergency Care Services (VECS) in accordance with Metro North Health's processes and local consumer feedback procedures. The PEO will effectively, efficiently and confidentially receive, triage, coordinate, manage, investigate, document and respond to consumer and community feedback relating to patient care and service provision to achieve the most positive and timely outcome for all parties involved in accordance with STARS requirements and local procedures.

About you

Our ideal candidate will be someone who can carry out the following key accountabilities in accordance with the Metro North Health's values:

Manage a case-load of more complex feedback, which includes spending time taking telephone calls and meeting face-to-face with feedback providers.
Identify issues for investigation, and develop action plans, including seeking information from key stakeholders, such as medical, nursing and allied health practitioners.
Use mediation, negotiation and consultation skills to promote effective resolution to complex issues of concern and to foster sound relationships with consumers and key stakeholder groups within the agreed Health Service key performance indicator (KPI) timeframes of 35 days

Health Equity

It is expected that all Metro North Health staff, including the incumbent of this role as a valuable member of the Metro North workforce, contribute to the health equity agenda and meet the intent of supporting the defined six actions that specifically meet the needs of Aboriginal and Torres Strait Islander people within the National Safety and Quality Health Service Standards (NSQHS), by actively supporting the elimination of racial discrimination and institutional racism; supporting increased access to health care; influencing the social, cultural and economic determinants of health; supporting the delivery of sustainable, culturally safe and responsive health services; and recognise the importance of working with Aboriginal and Torres Strait Islander peoples, communities and organisations to design, deliver, monitor and review the health and support services we provide.

Benefits when working for us

Rewarding career and development opportunities across a wide range of clinical and non-clinical areas
Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance
Flexible working arrangements and competitive salary rates with annual incremental increases
Benefit from a higher than standard employer contribution to Superannuation of up to 12.75% and access to salary packaging

Be part of a world-class, dynamic and growing health service that embraces technology and innovation, excellence in healthcare, quality teaching and cutting edge research. Metro North Health is committed to providing a diverse and inclusive workplace for all employees. We offer unique and rewarding professional development opportunities in a safe and flexible work environment with a focus on putting our people first. You can find out more about why it's so great to work at Metro North here: https://metronorth.health.qld.gov.au/careers

Find out about the role in more detail and how to apply in the attached Role Description.

APPLICATIONS RECEIVED VIA THIRD PARTIES (RECRUITMENT AGENCIES ETC.) WILL NOT BE ACCEPTEDThis work is licensed under a Creative Commons Attribution 3.0 Australia License.

 
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