Consumer Feedback Officer

Consumer Feedback Officer

Part Time - 30 hours per fortnight

Remuneration will be paid under the relevant EBA according to qualifications and experience

The Role: 

As a key member of the Patient Safety and Improvement team, you will coordinate the management process regarding concerns, compliments, comments and complaints across MBPH ensuring best practice complaints management and effective data collection. 
You will be the primary point of contact for consumers, deal with the investigation and resolution of concerns, registration and administration of feedback and support Quality Improvement and accreditation processes.

For more role specific information please visit https://www.mbph.org.au/careers/job-vacancies to view the position description. 

To be successful in this role, you will have:

Essential skills and attributes

• Knowledge and experience in complaint handling and customer service would be advantageous.
• Strong customer service skills with the ability to speak and interact with consumers that are emotional and stressed.
• Experience in establishing data collection processes and ability to analyse data/results.
• Demonstrated ability to interact with the wide range of people, including consumers, staff including managers, executive directors and external stake holders. 
• A demonstrated understanding of patient, carer and consumer participation in healthcare.
• Excellent oral and written communication skills.
• Ability to meet deadlines, set schedules, set goals/objectives.
• Computer literacy, with proficiency in Microsoft Office (Word/Excel/PowerPoint).

Highly desirable skills and attributes

• Relevant experience in health, human services or in a community setting. 
• Knowledge and experience in quality improvement.
• An awareness of National Safety and Quality Health Service Standards and Department of Health policy and guidelines relevant to patient, carer and consumer participation.

The Mildura Base Public Hospital is an organisation driven by a genuine focus on patient centred care, delivering exceptional care for our consumer base of over 80,000. With this focus guiding the functioning of our organisation on a day to day basis in line with our HEART values we have established a work environment in which there are greater levels of employee engagement and professional development than ever seen before. Our workforce of over 1200 employees are committed to providing a service to our community 24/7 which will have long lasting positive outcomes. 

Our People, Our H.E.A.R.T:
Our H E A R T values (Happy Empathetic Accountable Respectful Team Based) are so much more than words; they are the driving force behind what we do every day. These values are lived throughout the organisation across each department, role and location.

What MBPH has to offer you: 

• Internal Professional Development– including but not limited to the opportunity for eligible employees to access scholarships for postgraduate studies as well as specifically designed programs within MBPH for skill development
• An environment where external professional development is supported and encouraged
• A location centre of town reducing travel times 
• Free parking on site for all employees
• Salary Packaging – Pay less tax
• On-site Café 
• Employee Assistance Programs 
• Employee Intervention Programs – Free Remedial Therapy and Physiotherapy 
• Free employee events and celebrations (check out our Facebook page @MilduraBasePublicHospital to see what we have been up to this past year)
• At MBPH, we continue to strengthen our focus on diversity, equity and inclusion practices. This is supported through our internal network of LGBTQIA+ Allies and organisational membership with ACON Pride in Diversity.
• Our membership with ACON Pride in Diversity shows our commitment to building an inclusive workplace.

How we model our values:

• MBPH employees are 5% more engaged and satisfied compared to other health services;
• 84% of our workplace encourage respectful workplace behaviour
• 7:10 employees live and breathe our MBPH HEART Values
• 15% increase in Senior Leadership role modelling behaviours and HEART Values
• 77% of staff say they work together as a team 
• 8% increase on employees recommending MBPH as a great place to work
• 83% of employees feel culturally safe at work
• 8:10 say they can be themselves and bring their whole self to work
• 94% of our employees say they make a worthwhile contribution at work

How to Apply:

All applications must be lodged online by clicking on the ‘apply now’ button. 

For a position description and to find out more about our wonderful Hospital, visit www.mbph.org.au  

For enquiries, please contact our human resources team. 
E: **************@mbph.org.au 

Please note that the Department of Health requires all health care workers in Victorian public hospitals to be fully vaccinated against Covid-19.  For those over the age of 18, this means 3 Covid-19 vaccinations are required.  For those under the age of 18, 2 Covid-19 vaccinations are required.  For further information, please visit the Department of Health website:  Vaccination for healthcare workers | health.vic.gov.au

A valid Working with Children Check and a National Police Check (undertaken in the last three months) are required.

Applications close: 7 July 2024