Reference Number: 6077
Category: Nursing
Department: Quality Safety & Risk
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Patient Safety, Experience and Clinical Excellence Division
Part-Time (16 hours per week | 0.4 EFT)
Austin Hospital, Heidelberg
Help shape the experience of patients, families and carers
Austin Health is the major provider of tertiary health services, health professional education and research across three campuses in the north-east of Melbourne and statewide. We have a highly engaged, diverse and collaborative workforce that is unified by our goal to help people live healthy and fulfilled lives.
About the Patient Experience Unit
The Patient Experience Unit sits within the Division of Patient Safety, Experience and Clinical Excellence and leads Austin Health's consumer feedback and complaints management functions. The Unit supports consumer-centred care and ensures patient, consumer and family experiences inform quality improvement, service redesign and organisational learning across Austin Health.
About the role
We are seeking an experienced and compassionate Patient Experience Officer to join our Patient Experience Unit on a part-time basis (16 hours per week / 0.4 EFT). This is an exciting opportunity to contribute to the delivery of exceptional patient-centred care and support continuous improvement across our health service.
The Patient Experience Officer plays a pivotal role in coordinating consumer feedback, including complaints, compliments, suggestions and enquiries received across Austin Health. Working collaboratively with consumers, families, carers and staff, you will support the timely and respectful management of feedback and ensure patient voices contribute to service improvement and organisational learning.
Working within the Patient Experience Unit, you will:
Coordinate the management of consumer feedback and complaints processes.
Act as a key contact for patients, families and carers.
Support clinical and operational teams in responding to feedback in a timely and person-centred manner.
Maintain accurate records within the RiskMan Feedback Management System.
Monitor feedback trends and contribute to reporting and quality improvement initiatives.
Support the development of a culture that values consumer perspectives and experience.
Assist with patient experience surveys, education activities and service improvement projects.
About you
You are a skilled health professional who is passionate about improving the patient experience and supporting person-centred care.
You will bring:
A relevant health qualification and experience working within a healthcare setting.
Excellent communication, interpersonal and relationship-building skills.
Strong written communication skills and the ability to prepare professional correspondence.
Demonstrated experience managing competing priorities in a complex environment.
Well-developed negotiation, conflict resolution and complaint management skills.
Experience working collaboratively across multidisciplinary teams.
Strong organisational and analytical skills, including experience with data collection, analysis and reporting.
Advanced Microsoft Office skills and experience using healthcare information systems.
Experience in patient experience, complaints management, consumer engagement, quality improvement or clinical governance will be highly regarded.
Our benefits
Working at Austin Health means enjoying a strong sense of purpose, engaging in meaningful work every day. Our people also receive a variety of rewarding benefits, including:
Greater take-home pay through generous salary packaging, for living expenses, meals, and holiday accommodation.
A suite of wellness initiatives designed to support you, including discounted fitness memberships and special offers on health insurance, and a comprehensive wellbeing program.
Onsite childcare at Austin Hospital, easy access via public transport and car parking options.
Mentoring and career development opportunities.
Flexible part-time employment (16 hours per week).
A supportive and collaborative team environment.
The opportunity to make a meaningful difference to the experiences of patients, families and carers.
Work with us!
We are committed to cultural safety and health equity for Aboriginal and/or Torres Strait Islander People. We celebrate, value, and include people of all backgrounds, genders, identities, cultures, bodies, and abilities. We welcome and support applications from talented people identifying as Aboriginal and/or Torres Strait Islander, people with disability, neurodiverse people, LGBTQIA+ and people of all ages and cultures.
If you feel this role is right for you, we encourage your early application. Even if you don’t meet every single requirement, we encourage you to apply. What matters most is your passion, your drive and your willingness to learn and contribute. Applications will be reviewed as they are received, and interviews may take place prior to the closing date. This means we reserve the right to close a job ad prior to the advertised closing date.
All appointments are made subject to a satisfactory National Police Check and if required, a Working With Children Check. Austin Health is a child safe organisation, committed to upholding the rights, safety, and wellbeing of children and young people in line with Child Safe Standards. If you require any reasonable adjustments to the recruitment process, you are welcome to reach out to the hiring manager: Fiona Middleton, Director, Patient Safety and Clinical Excellence at
[email protected] or Cheree Porter, Associate Director, Patient Experience at
[email protected].
Interested in finding out more about this opportunity? Read the position description for further details.
Application Closing Date: Wednesday 16 September 2026
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