Consumer Relations Coordinator - Clayton Stream

Monash Health is a great place to work

Monash Health is Victoria’s largest and most comprehensive health service. For more than 170 years, Monash Health and its predecessors have provided safe, high-quality healthcare and service for people at every life stage. With 25,500 employees, we provide care across south-eastern metropolitan Melbourne and rural Victoria from over 40 locations; via telehealth, within local communities and in people’s homes.

To see first-hand what our colleagues think about working here, take a look at the following short videos: monashhealth.org/careers.

Embark on a rewarding career and be part of a team where your dedication makes a difference in people’s lives.

About the Role

Join our team as a Consumer Relations Coordinator on aongoing basis (fulltime or part time postions available). The Consumer Relations Coordinator will primarily be based at Monash Medical Centre (Clayton), but will work across our network with a focus on our Clayton sector including Monash Children's Hospital, Kingston Centre, Victorian Heart Hospital and community teams.  This is being offered as a full time permanent role, however a part time option may be considered based on candidate strength and capability. 

This is an on-site patient facing role, with some flexibility possible in line with the requirements of the role.  The Consumer Relations Coordinator will work to enhance the consumer and family experience through the effective management of formal and informal feedback to achieve appropriate, high quality and timely responses and resultant outcomes. The Consumer Relations Coordinator is experienced and highly skilled in delivering education, training and support to front line staff, including managers, to ensure that Monash Health effectively seeks and responds to patient and family feedback using a proactive, service recovery model. The role presents you with the opportunity to engage with high level staff across the organisation in providing responses to concerns, including those where follow up meetings and discussion with consumers are needed. 

About Us

The Consumer Relations team is proudly one of the largest of its kind in Victorian Public Health, highly valued and appreciated by consumers, families, external agencies and importantly too, the staff at Monash Health.  Our team of coordinators comprises highly committed and compassionate staff, and as part of the wider Patient Experience Office, works to enhance the patient journey by promoting an organisational culture of patient centred care and meaningful consumer, carer and community participation. The Consumer Relations Coordinators play an integral role in supporting patients and their family in providing feedback on their care and enables the organisation to learn and grow from individual feedback received.  We are respected for our communication, empathy and support displayed when assisting the navigation of complex issues, particularly in the time following serious adverse and sentinel events.

About You

You ideally come from a health care background and are able to see the bigger picture. You have the ability to build rapport and you are engaging. Through your clear verbal and written communication skills, you are able to effectively build strong relationships with internal and external stakeholders, demonstrating culturally appropriate care to those you are working with to improve the feedback experience for all.  Your nature is one of compassion and empathy, but with an ability to calmly manage complex health related issues and work towards an outcome.  You will apply because you are committed to consumer relations and improving patient experiences for those in our care.  You also understand the importance of working hard to try to reach a resolution for both the organisation and the patient/family. This role will offer you the opportunity to work closely with our consumers and their families to resolve the concerns they may have about the care that we provide and be involved in the improvements that we make as a result.  The right person for this role will have a passion to help and improve the patient journey, including after serious adverse events and supporting patients and families during the Statutory Duty of Candour process.

In this highly valued and respected role, you will need to:

• Demonstrate a high level of reasoning and analytical skills, using a patient centred approach, to the assessment of individual complaints, so as to accurately represent the complainant’s issues in preparation for investigation.
• Demonstrate expert communication with high-level verbal, non-verbal and written skills within the Patient Experience Office, Monash Health, and with external agencies.
• Be able to critically and objectively review information and provide clear summaries to others, including a possible pathway for resolution and outcome.
• Have the ability to work independently, to proactively problem solve and demonstrate commitment to excellence in your work.
• Have ambition to grow and expand your interpersonal communication skills to manage interactions and move them forward effectively.
• Demonstrate high level of understanding of healthcare systems and the potential impacts they may have on consumers.
• Strong stakeholder relationship engagement and focus
• Clinical background (highly desirable)

In Return

Ours is a connected team with strong shared values and an unwavering commitment to excellence. We are a highly skilled, collaborative, and welcoming team where the only limit in your career is you. Upon your appointment, we will provide you with:

• A supportive and cohesive sub-team, working within a larger consumer relations team.
• Professional development courses, seminars and mentoring.
• Opportunities for you to use your experience in the role to inform and drive initiatives within the broader units and programs.
• Salary packaging
• Onsite subsidised staff parking
• Discounted banking (BankVic)
• Comprehensive health and wellbeing programs to all employees. This includes the Employee Assistance Program for counselling and coaching support as well as mental health training, digital wellbeing and financial wellbeing programs.
• Onsite Gym options and ability to join Fitness Passport - your pass to an extensive choice of fitness facilities.
• Through partnerships with Medibank Private and HCF, Monash Health also offers employees cost-effective corporate private health insurance cover. 

For a confidential discussion and to explore the opportunity further, please call Juliet Pellegrini on 0411 256 378 - It would be great to have a conversation with you.

Position Description can be found here

We recognise the value of equal employment opportunity. We are committed to patient safety, promoting fairness, equity and diversity in the workplace and to Child Safe Standards. At Monash Health we are relentless in our pursuit of excellence and work to our six guiding principles and our five ICare values. To learn more about our organisation visit monashhealth.org.

How to Apply

Applications are accepted via the Monash Health online EHub system. For information including how to apply and probity check requirements, please click here for the ‘Application Guide’

Applications will be screened upon receipt and selection activity may commence prior to the closing date. 

Applications close 1st November 2024.