Epworth HealthCare is Victoria’s largest not-for-profit private health care group, renowned for excellence in diagnosis, treatment, care and rehabilitation.  Epworth is an innovator in Australia’s health system, embracing the latest in evidence-based medicine to pioneer treatments and services for our patients.

Epworth’s values define our approach and our delivery.  We pride ourselves on communicating our values and delivering on them in a real and meaningful way.  Our Values are Compassion, Accountability, Respect and Excellence.  Epworth’s purpose is Every Patient Matters.

Our Vision is Delivering another 100 years of exceptional healthcare and innovation to the Victorian community.

This part time role is responsible for receiving and initially addressing all patients' and carers' concerns and feedback, and then if required coordinating the investigation and review undertaken by the relevant clinical and management personnel. In assisting patients, carers, staff, doctors and managers in the resolution of patient care concerns this role is instrumental in communicating and improving patient service delivery across the Division.

The Patient Liaison Officer is a support and resource for all staff and doctors in their effective management of patients' concerns and feedback and is a key point of contact for the Health Complaints Commission, Department of Health and any other external organisation in relation to patient feedback or complaints.

You will make an impact by:

• Ensuring appropriate co-ordination and escalation of patient complaints to relevant internal and/or external parties
• Overseeing the timely, consistent, and empathetic handling of complaints across the site
• Contributing to prevention strategies

Position Description Inherent Requirements

You will bring:

• Degree in clinical or relevant health-related area of study.
• Demonstrated experience in complaint handling and resolution in a service industry.
• Acute health care experience.
• Excellent writing skills.
• Computer skills - Outlook, Word, Excel.
• Highly developed negotiation skills and experience in dispute resolution.
• Commitment to providing a customer focused service.
• Commitment to communicating with empathy and understanding.
• Strong emotional intelligence.

Why Epworth

Epworth’s Culture is inclusive; we work as a team and are constantly focusing on professional and career development. You will be supported by great teams with excellent leaders and provided with the opportunity to increase your knowledge through extensive educational programs and opportunities. 

At Epworth, it’s a community- It’s the sense of belonging and being part of an organisation and a team that works to make sure that every patient matters. In addition to this, you will have access to the following benefits:

• Epworth’s enhanced Not for Profit status (and not available in the public sector) provides the opportunity for employees to salary package at the highest level of salary packaging benefits available to healthcare workers up to $15,900p.a. (pre-tax) plus an additional $2,650 (pre-tax) for food, beverage, and holiday accommodation expenses annually
• Paid parental leave program in addition to government parental leave
• Ability to purchase up to 4 weeks additional leave
• Access to the largest educational scholarship program in Australia
• Discounted private health insurance
• Reduced out-of-pocket expenses for health services at Epworth
• Visa sponsorship with a path to permanent residency is available

Enquire Further / Apply

For an expression of interest for further consideration (in confidence), please use the APPLY button and attach your CV and cover letter, to commence the application process.

For more information phone Epworth Talent on (03) 9426 0606.

As a result of Coronavirus (COVID-19), it is a condition of employment with Epworth HealthCare, subject to reasonable exemptions, that you have had COVID-19 vaccinations, including where recommended by public health authorities and booster vaccinations.

As a child safe organisation, all successful applicants are required to satisfactorily clear a National Police Check (conducted by Epworth) and 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.

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.