Patient Liason Support Officer

Support patient centred care by managing consumer feedback, resolving concerns and helping improve healthcare experiences across RBWH.

About the role

The Patient Liaison Support Officer provides high-level administrative and consumer feedback management support within the Safety & Quality Unit at the Royal Brisbane and Women's Hospital. Working collaboratively with Patient Liaison Clinical Nurse Consultants, the role supports the effective management of consumer feedback, complaints, compliments and enquiries, ensuring a responsive and patient-centred approach to service delivery.

The successful candidate will assist with complaint investigation processes, stakeholder liaison, correspondence management, data reporting and consumer feedback systems administration. The role also supports staff across the hospital in managing consumer feedback processes and contributes to continuous quality improvement initiatives that promote positive patient experiences and organisational excellence.

About you

Our ideal candidate will be someone who can carry out the following key accountabilities in accordance with the Metro North Health's values:

• Provide high-level administrative and consumer feedback management support, including the investigation, documentation and monitoring of complaints, compliments and enquiries.
• Prepare high-quality correspondence, reports and stakeholder communications while ensuring accuracy, confidentiality and compliance with relevant processes.
• Deliver exceptional customer service and effectively manage sensitive consumer interactions, including the de-escalation of complex and challenging situations.
• Monitor and maintain consumer feedback data systems, reporting processes and records to support timely decision-making and service improvement activities.
• Build productive relationships with clinical and non-clinical stakeholders to promote patient-centred care, continuous improvement and positive consumer outcomes.

Benefits when working for us

• Rewarding career and development opportunities across a wide range of clinical and non-clinical areas
• Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance
• Flexible working arrangements and competitive salary rates with annual incremental increases
• Benefit from a higher than standard employer contribution to Superannuation of up to 12.75% and access to salary packaging

Metro North Health offers a dynamic and progressive environment at the forefront of healthcare, research, and education. With a strong commitment to inclusion, flexibility, and professional development, we provide meaningful opportunities in a workplace that puts people first. You can find out more about why it's so great to work at Metro North here: https://metronorth.health.qld.gov.au/careers

Applications from Aboriginal and Torres Strait Islander people are encouraged and welcomed.

Find out about the role in more detail and how to apply in the attached Role Description.

APPLICATIONS RECEIVED VIA THIRD PARTIES (RECRUITMENT AGENCIES ETC.) WILL NOT BE ACCEPTED