Consumer Relations Coordinator

Consumer Relations Coordinator (HS4)

Patient Experience Office | Monash Health 

Step into a role where feedback drives real change 

At Monash Health, we are committed to delivering safe, equitable and compassionate care across every stage of life. Our Patient Experience Office plays a critical role in ensuring every consumer voice is heard — and acted on. 

Make work matter and join us to have a real impact on the patient experience. We’re looking for a Consumer Relations Coordinator - feedback (compliments and complaints), who will make a direct visible difference to consumer trust, patient safety and organisational learning. Your work will influence real outcomes including system improvement and leadership decision making.

This is a Full Time, Ongoing Position based at the Monash Medical Centre Clayton.

About the role 

You will make a high-impact, autonomous role where you will manage complex and sensitive consumer matters (including compliments and complaints) while partnering with clinical and operational leaders across the organisation. 

In this role, you will: 

• • • Lead coordination of complex, high‑risk and sensitive consumer matters, managing the full complaint lifecycle end to end
    • Support sharing and celebrating successes through compliment management and consumer stories
    • Lead and coordinate the Statutory Duty of Candour, supporting openness, honesty and organisational learning
    • Work directly with consumers, families and carers, using empathetic, trauma‑informed communication at critical moments
    • Facilitate challenging resolution conversations and deliver clear, high‑quality written responses that are thoughtful, defensible and fair
    • Turn consumer feedback into powerful insight, identifying trends, risks and opportunities to improve systems and care
    • Provide analysis and reporting that influences executive leadership and governance decisions
    • Build strong, trusted partnerships with clinical and operational leaders to drive timely, effective and sustainable outcomes
    • Represent Monash Health in engagement with external regulators and oversight bodies
    • Strengthen organisational capability by coaching others and championing best practice in complaint and feedback handling

  You’ll operate with a high level of professional judgement, discretion and independence, representing Monash Health on matters that directly impact consumer trust and organisational    reputation 

About You 

Calm under pressure and emotionally intelligent, you bring confidence, care and clarity to situations where emotions are high and the stakes matter. You’re comfortable holding difficult conversations, exercising sound judgement, and helping people feel heard — even when the path forward isn’t simple.

You will also bring:

• • • A consumer‑first mindset, with a genuine commitment to improving patient experience and safety
    • The ability to remain objective, fair and solutions‑focused, even in challenging or highly emotive situations
    • Strong interpersonal skills and the confidence to build trust and influence across all levels of an organisation
    • High resilience and emotional maturity, enabling you to manage complex, sensitive and emotionally charged conversations
    • A proactive, systems‑thinking approach — you don’t just resolve issues, you look for ways to prevent them and improve how things are done
    • A values‑led way of working, aligned to being full‑hearted, open‑minded and all in

What You Need 

To be successful in this role, you will have: 

Essential: 

• • •  Exceptional written and verbal communication skills, with the ability to convey complex or sensitive information clearly, thoughtfully and respectfully
    •  Strong analytical capability, including the ability to identify themes, trends and risk from consumer feedback
    •  Well‑developed professional judgement, with the ability to remain composed and effective in high-pressure situations
    •  Demonstrated experience in complaint resolution, ideally within healthcare or a similarly regulated environment
    •  Proven ability to work autonomously, manage competing priorities and make sound decisions
    •  Experience engaging confidently with senior stakeholders and external agencies

  Desirable: 

• • • Tertiary qualification in health, social sciences, law or a related discipline 
    • Training or experience in mediation, conflict resolution or dispute management 
    • Understanding of healthcare systems, quality and safety frameworks, or patient experience functions 

Why join Monash Health? 

At Monash Health, we are guided by our values: 

• • • Full-hearted – kind, compassionate and brave 
    • Open-minded – curious, optimistic and innovative 
    • All in – committed, empowered and proactive 

We offer: 

The opportunity to make a real impact on patient experience 

• • • A supportive, collaborative team environment 
    • Ongoing learning and development opportunities 
    • The chance to be part of Victoria’s largest public health service