At Ambulance Victoria we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to the Victorian public, you join a team dedicated to bringing our vision of ‘Outstanding emergency health care every time' to life.

We are seeking a Patient Liaison Officer to facilitate resolutions for patients, family and people who are dissatisfied with their experience of care; ensuring it is person-centred, resolution focused and a positive experience for the consumer or complainant. This is a Full Time, Permanent position currently based in Blackburn North.

About the role

Reporting to the Director Patient Safety & Experience. the responsibilities of this position include, but are not limited to:

• Monitoring and screening the feedback and consumer participation activity to identify potential risks in clinical care and ambulance communications issues requiring immediate response
• Responding to feedback which requires immediate investigation ensuring adequate risk mitigation is implemented
• Contributing to the development of annual unit and department goals, plans and priorities based on achieving performance outcomes
• Being he single point of contact for the consumer and the conduit for requesting and receiving information from regions or operational areas with regards to resolving the complaint
• Engaging with patient, consumers and community members in a positive and empathetic manner to achieve a positive feedback experience

About you

You are self-motivated and an active team player who can collaborate with stakeholders to support division objectives.

To be considered for this position, you will possess:

• A relevant, well regarded clinical tertiary qualification
• Demonstrated commitment to excellence in customer service and positive patient liaison
• Proven experience working in a health sector or AV with patients/consumers
• Excellent interpersonal and influencing skills
• Strong written and verbal communication skills
• Sound knowledge and experience in use of computer software including but not limited to database entry, Feedback systems and Office applications such as MS Word, Excel
• A current Victorian Driver Licence
• Willingness to travel throughout Metropolitan Melbourne and Regional Victoria as required

Working at AV

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. Although there will be a requirement to maintain a presence at Headquarters, flexible working arrangements are available and will be discussed with the successful candidate. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking.

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community.  If you're ready to play an integral role and deliver results that help make a real difference, we want to hear from you!

Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including a Police Check.

By applying for this position with Ambulance Victoria, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role.

The position is graded at AV3. The AV grade salary range for AV- 3 position is $79,172 - $93,690 plus 10% superannuation. Salary on commencement is offered at the base of the AV grade.

How to apply

See ‘Applying for a position with Ambulance Victoria' on our careers page. For any queries, please email Andrew.Keenan@ambulance.vic.gov.au or contact us on 0438 446 771.

Your application will form an integral part of the selection process and should be of a high quality including:

• A covering letter
• A resume

We request that your application for the Patient Liaison Officer position is forwarded by Sunday 29 May 2022 by clicking on ‘apply online'.

Applications must be submitted via the AV Careers Centre website https://careers.ambulance.vic.gov.au/ to be considered.

At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people.