Manager Consumer Relations (feedback)

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. 

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

About Us

The Patient Experience Office at Monash Health is a vibrant and multifaceted portfolio encompassing patient experience, consumer partnerships, volunteer services, consumer relations, and family violence. This dynamic team works in close collaboration with leaders and frontline teams across the organisation to foster a culture where positive patient experiences are at the heart of care delivery.

With a strong commitment to amplifying the patient and consumer voice, the team drives innovation, early intervention, and continuous improvement. Their work ensures that feedback and lived experience shape service design, inform strategic priorities, and enhance the quality of care across Monash Health.

About the Role

At Monash Health, we are committed to putting patients and families at the centre of everything we do. We are seeking an experienced and passionate Consumer Relations Manager to lead our Consumer Relations team and champion a culture of positive patient experience across the organisation.

Reporting to the Director of Patient Experience and Consumer Partnerships, this key leadership role is responsible for elevating the patient voice and creating tangible change through effective complaints management, service recovery, and continuous improvement.

You’ll work closely with senior leaders and the broader Patient Experience Office to ensure that feedback from patients, carers, families, and the community translates into real action and improvement.

Key Responsibilities

• Lead, develop and support a team of Consumer Relations Coordinators to respond to feedback with empathy and efficiency.
• Champion best-practice complaints management aligned with national standards and statutory obligations.
• Act as a key escalation point for complex or high-risk complaints, including Ministerial and Departmental matters.
• Partner with internal stakeholders and diverse consumers to embed a culture of active listening and collaboration.
• Analyse and report feedback trends to inform strategic decision-making and clinical governance reporting.
• Ensure compliance with the National Safety and Quality Health Service (NSQHS) Standards and the Statutory Duty of Candour.
• Drive initiatives within the Patient Experience Office workplan to improve service outcomes and patient trust.

Join our team as The Consumer Relations Manager on a Part Time basis (64hrs per fortnight) based at Monash Medical Centre, Clayton.

About You

You are a confident leader and communicator who thrives in complex environments where people and systems intersect. With a strong understanding of contemporary complaints handling and healthcare standards, you bring compassion, strategy, and insight to every interaction.

You also bring:

• Demonstrated experience in consumer relations, patient experience, or complaints management within a large, complex organisation – ideally healthcare.
• Proven leadership capabilities with experience managing high-performing teams.
• Excellent interpersonal and stakeholder engagement skills across all levels.
• Sound knowledge of relevant legislation including privacy, complaints handling, and patient safety standards.
• A genuine commitment to partnering with consumers to drive continuous improvement.

Benefits of working at Monash health: 

• Salary packaging 

• On-site fitness centre 

• On-site subsidised car parking 

• Monthly ADO’s (full time only) 

• Access to private health insurance, salary packaging and industry banking at competitive rates. 

For a confidential discussion and to explore the opportunity further, please call Melissa Govranos- Director Patient Experience and Consumer Partnerships on 0407028172

Position Description can be found below

#5085 Consumer Relations Manager PD July 2025.pdf

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.

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 29th August 2025.