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Consumer Relations Coordinator

Job posted: 19/07/2021
Applications close: 02/08/2021 (Midnight)
3 days remaining

3 days remaining

Job Description

Location: Melbourne | Eastern Metropolitan

Job type: Not provided

Organisation: Monash Health

Salary: Salary not specified

Occupation: Administration/Secretarial, Communications, Marketing and Media, Education and Training, Finance, Health and Allied Health, Human Resources, Procurement, Family Violence Workers, Medical, Nursing

Reference: 48521

Reference: 48521

Occupation: Administration/Secretarial, Communications, Marketing and Media, Education and Training, Finance, Health and Allied Health, Human Resources, Procurement, Family Violence Workers, Medical, Nursing

Salary Range: Salary not specified

Work location: Melbourne | Eastern Metropolitan

Acknowledging the vital role they play in providing healthcare to our community, Monash Health proudly supports the WHO 2021 International Year of Health and Care Workers.


About Monash Health


Monash Health provides a world of healthcare across south eastern Melbourne, uniquely integrating primary, secondary and tertiary health services as well as world-renowned research and teaching facilities. We employee more than 18,000 staff who work across 40 care locations. In Monash Health your own growth and development is important and with us you can really be your best. For more information please visit www.monashhealth.org.


About the Patient Experience Office


The Patient Experience Office is the centre of strategic activities aimed at enhancing the patient experience by promoting an organisational culture of patient centred care and meaningful consumer, carer and community participation. The Consumer Relations Coordinator role is a part of the Feedback and Service Excellence team within the Patient Experience Office, and play an integral role in supporting the organisation to learn and grow from individual feedback that we receive.


About the Role


The Consumer Relations Coordinator will work to enhance the consumer and family experience through the effective management of formal and informal feedback to achieve appropriate, high quality and timely responses and resultant outcomes.


Their expertise and experience in investigation of health complaints will place them in an ideal position to assist teams to develop appropriate actions and recommendations as a result of investigation. The Consumer Relations Coordinator has a role in monitoring the implementation of recommendations that have come out of complaints.


The Consumer Feedback Coordinator is experienced and highly skilled in delivering education, training and support to front line staff, including managers, to ensure that Monash Health effectively seeks and responds to patient and family feedback using a proactive, service recovery model.


About You


You see the bigger picture. You have the ability to build rapport and you are engaging. Through your clear verbal and written communication skills, you will effectively build strong relationships with internal and external stakeholder.  You will apply because you are passionate about consumer relations and understand the importance of reaching a resolution. This role will offer you the opportunity to work closely with our consumers and their families to resolve the concerns they may have about the care that we provide and be involved in the improvements that we make as a result.


Additionally you will possess:



  • Resilience and adaptiveness

  • Demonstrate a high level of reasoning and analytical skills, using a patient centred approach, to the assessment of individual complaints, so as to accurately represent the complainant’s issues in preparation for investigation.

  • Demonstrate expert communication with high-level verbal, non-verbal and written skills within the Patient Experience Office, Monash Health, and with external agencies.

  • Demonstrate high level of understanding of healthcare systems and the potential impacts they may have on consumers.

  • Strong stakeholder relationship engagement and focus

  • Clinical background (highly desirable)


Monash Health employee benefits:



  • Salary packaging

  • Onsite subsidised staff parking

  • Discounted banking (BankVic)

  • Onsite Gym

  • Access to professional development courses and seminars


How to Apply


Monash Health recognises the value of equal employment opportunity and is committed to patient safety and promoting fairness, equity and diversity in the workplace. At Monash Health we are relentless in our pursuit of excellence and work to our six guiding principles.


Applications will only be accepted via the Monash Health online Mercury System only. Email applications will not be considered.


Existing Monash Health Employees should apply using your Monash Health employee account. For any queries in regards to internal applicants please contact Recruitment Services on 92652776.


Offers of employment can only be made once all required probity checks have been completed.  These include:



  • reference checks;

  • a clear Police Check conducted within the last three months;

  • a current Victorian Employee Working with Children’s Check (or proof of payment for same);and

  • proof of immunisation.


As part of our selection process, you may be invited by email to participate in an on-camera video interview. 

Consumer Relations Coordinator

Job type:

Not provided

Job classification:

Not provided

Contact:

Sharon Deeker - 0478 235 957
sharon.deeker@monashhealth.org

Consumer Relations Coordinator