Patient Feedback and Liaison Officer

About the role

The Patient Feedback and Liaison Officer (PFLO) provides a seamless approach to consumer feedback management and resolution in consultation with Bayside Health - Alfred Care Group staff. The PFLO facilitates the effective and timely resolution of complaints, compliments, enquiries and suggestions received from patients, families and carers. Additionally, the PFLO facilitates the response to feedback received from external agencies and third parties including the Health Complaints Commissioner, Safer Care Victoria, the Mental Health Complaints Commissioner among others.

Responsibilities

• Facilitate the effective and timely resolution of complaints, compliments, enquiries and suggestions received from patients, families and carers.
• Facilitate the response to feedback received from external agencies and third parties including the Health Complaints Commissioner, Safer Care Victoria, the Mental Health Complaints Commissioner among others.
• Work to provide thorough, respectful and timely responses to those who provide feedback and assist to identify opportunities for improvement arising from patient feedback.
• Play an integral part in Alfred Care Group's commitment to delivering on providing high quality, equitable patient-centred care aligned with the Patients Come First Strategy and Plan.

Requirements

• Excellent interpersonal and oral communication skills; including a highly developed skill in negotiation, conflict resolution and de-escalation techniques.
• The ability to produce written work of a high standard and with attention to detail.
• The ability to work effectively in a consultative manner with a wide range of stakeholders, including a variety of staff, patients, carers and families and other stakeholders.
• A display of high level of empathy and humanity.
• Well-developed organisational skills, and the ability to autonomously prioritize and manage a dynamic work flow with flexibility.
• Well-developed analytical skills including the ability to handle, analyse and interpret data to present information in a meaningful way.
• Proficient and competent with Microsoft office programs and clinical risk data management systems.
• The ability to manage and contribute to analysis of data.
• The ability to contribute to or support training in collaboration with wider team.
• Demonstrated ability to think innovatively and identify opportunities for improvements and propose solutions to problems and implement change.

Skills & Experience

• Essential: Tertiary undergraduate qualification in a health and or other relevant tertiary qualification.
• Experience in health or related sector.
• Experience in feedback management.
• Demonstrated negotiation, conflict management and conciliation skills.
• Evidence of ability to manage competing priorities and deliver outcomes within a given timeframe.
• Well-developed verbal communication and interpersonal skills.
• Well-developed ability to produce written work of a high standard and with attention to detail.

Desirable

• Experience using the Riskman Incident Management System (Victorian Health Incident Management System VHIMS) and Electronic Medical Record.
• Demonstrated understanding of the broader health care policy context supporting increased community and consumer engagement in health care.