Patient Liaison Officer

At Ambulance Victoria we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you join a team dedicated to bringing our vision of ‘Outstanding emergency health care every time' to life. 

We are seeking a Patient Liaison Officer to provide support for our Patient Safety and Experience Department. This is a permanent part-time, 3 days per week (0.6 FTE) position currently based in Blackburn North. 

About the role 

Reporting to the Patient Experience Coordinator, responsibilities of this position include, but are not limited to: 

• Monitor and screen the feedback and consumer participation activity to identify potential risks in clinical care and ambulance communications issues requiring immediate response
• Engage with patient, consumers, and community members in a positive and empathetic manner to achieve positive feedback experience
• Respond to feedback which requires immediate investigation ensuring adequate risk mitigation is implemented
• Accurately record data in feedback system, identifies and track trends and improvement opportunities from patient experience feedback and survey results 

About you 

The successful candidate will have completion of a degree or relevant industry certification with subsequent relevant experience or an equivalent combination of training and relevant experience. In addition, you will possess: 

• Demonstrated commitment to excellence in customer service and positive Patient Liaison
• Demonstrated experience working in health care sector with patients/consumers (highly desirable)
• Excellent interpersonal and communication skills, both verbal and written
• Knowledge and experience in use of computer software including but not limited to database entry, feedback systems, and office applications such as MS Word and Excel 

Working at AV 

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, and other benefits including free on-site parking. 

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community.  If you are ready to be an integral part in bringing our values of Care, Accountable, Respect and Excellence to life at AV, we want to hear from you! 

Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including references, misconduct, and Police Checks. 

By applying for this position with Ambulance Victoria, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role. 

This position is graded at AV3 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2020. 

Hybrid working options are available however it is essential that the successful applicant maintains a presence at our Blackburn North Headquarters. 

The Position Description for this role can be found at the AV Careers website https://careers.ambulance.vic.gov.au.

How to apply 

Your application will form an integral part of the selection process and should be of a high quality including: 

• Cover letter outlining your experience and interest in the position
• Current Resume
• Separate document addressing the selection criteria (detailed under ‘Key Selection Criteria' in the position description)

Applications must be submitted by 11.59pm on Sunday 21 January 2024 by clicking ‘apply'. Applications must be submitted via the AV Careers website https://careers.ambulance.vic.gov.au/ to be considered. Emailed applications will not be accepted. 

Refer to the ‘Applying for a position with Ambulance Victoria' document for further information. For any queries, please email ***********@ambulance.vic.gov.au or contact us on 03 9840 3***.

At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people.