Patient Feedback Manager

Location
Richmond VIC 3121
 
Benefits
Pulled from the full job description
Relocation assistance
 
Full job description
Lead the Way in Patient Experience and Feedback at Epworth

Are you passionate about elevating the voice of patients and driving meaningful change across healthcare systems?

Epworth HealthCare is seeking a dynamic and experienced Patient Feedback Manager to champion our organisational approach to patient experience and feedback.

This is a Group-level leadership role that works across all Epworth sites and services, guiding how we listen, respond, and learn from the experiences of our patients and their families. With a strong focus on innovation, early intervention, and continuous improvement, you’ll help shape our compassionate, learning-oriented culture where patient voices are heard and acted upon.

Key Responsibilities

Lead and oversee Epworth’s patient experience and complaint management processes
Champion a consistent, timely, and patient-centred approach to handling feedback, including compliments, complaints, and concerns.
Act as the escalation point for complex or high-risk complaints, providing expert guidance and ensuring appropriate resolution pathways are followed.
Analyse consumer feedback data to identify trends, risks and opportunities for service improvement and systemic learning.
Build capability across the organisation through coaching, education and support in effective complaint handling and patient communication.
About You

You bring a tertiary qualification in a relevant health-related field, and ideally hold additional qualifications in quality improvement, project/change management, or education. You have significant experience managing patient complaints and feedback, including complex or high-risk cases, with a focus on early intervention, transparency, and systemic learning. You understand the importance of a patient-centred approach and have a strong working knowledge of complaints handling standards, privacy legislation, and ideally, Statutory Duty of Candour requirements.

With at least 5 years of experience in a hospital environment—possibly including frontline clinical experience—you have implemented initiatives to enhance the patient experience and know how to work effectively within multidisciplinary teams. Your ability to build trust with stakeholders at all levels, including executive leadership, positions you as a credible voice in influencing cultural and systemic improvements.

To thrive in this role, you will bring:

Proven leadership experience in patient experience, consumer feedback, or complaints management in a complex healthcare or service environment
Expertise in managing sensitive, high-risk or complex complaints with compassion and confidence
Strong understanding of co-design, consumer engagement principles, and systems improvement.
Outstanding interpersonal and communication skills, with the ability to influence, coach and collaborate across multidisciplinary teams.
A commitment to excellence, empathy, and continuous learning.
Position Description Inherent Requirements

We will review applications as we receive them.

Additional Information
At Epworth, it’s a community. It’s the sense of belonging and being part of an organisation that puts the patient in the centre of all that is done. In addition to this, you will have access to:

Epworth’s enhanced Not for Profit status (and not available in the public sector) provides the opportunity for employees to salary package up to $15,900 pre-tax annually, leading to greater take home pay
The largest educational scholarship program of its kind in Australia
Ability to purchase up to four additional weeks of leave
Reduced cost of health services for you and your family at Epworth
Relocation assistance is available for approved candidates
At Epworth, we care.

We care about our patients and we care about our people. We care about keeping everyone safe. We care about valuing and empowering our people, and growing careers. And we care about giving our people support and flexibility to thrive, and contribute to our communities.
Enquire / Apply

Sound interesting? To apply, click the I'm Interested button and attach your CV and cover letter.

For more information, refer to the attached position description or contact Epworth Talent on (03) 9426 0606.

It is a condition of employment with Epworth HealthCare, subject to reasonable exemptions, that you have had an annual Influenza vaccination, where this is required under Epworth policy.

As a child safe organisation, all successful applicants are required to satisfactorily clear a National Police Check (conducted by Epworth) and may be required to hold a valid employee Working with Children Check (provided by you).

At Epworth, we believe inclusion and diversity are essential to our culture and values. We focus on fairness and opportunity for all – across race, ability, ethnicity, gender, age, sexuality, cultures and beliefs – that reflect the communities we work in. At Epworth, we care.

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