AddressPRC has been serving the community of Western Australia for over 75 years and we are passionate about providing the highest standard of diagnostic medical imaging. We have an unwavering focus on accuracy, professionalism, convenience, and affordability.
Our Patient Liaison team provides critical support to our patients, referrers, and our internal staff to ensure PRC delivers on our promise of high-quality patient care. As part of our ongoing commitment to care, an opportunity has been created to join PRC as Senior Patient Liaison Officer in a permanent full-time capacity. This is a newly created role to work directly with patients, referrers and other key internal and external stakeholders to investigate, conciliate and resolve patient complaints and incidents.
Reporting to the Practice Administration Manager, in this role you will effectively manage a caseload of patient complaints, including:
- Actively listen to and empathise with patients and others (referrers, family members, etc.) to understand and investigate complaints, incidents and queries to accurately identify and resolve patient concerns.
- Prioritise, escalate and direct queries and complaints of a complex and specialist nature to appropriate staff and coordinate responses.
- In conjunction with clinical staff and the Practice Administration Manager, analyse evidence from a range of sources, including clinical documentation, to determine if an appropriate standard of patient care and service has been delivered, and identify appropriate options to resolve complaints in a manner that is consistent with PRC’s values of high-quality care.
- Engage with patients, staff, supervisors, doctors and other health care professionals to resolve complaints and incidents.
- Communicate findings to the appropriate staff within the organisation to identify and manage risks appropriately.
- Engaging with staff, supervisors, and doctors to improve patient care quality, working with senior operations team members to inform and educate employees on the varied ways to humanise a patient’s experience based on feedback from individual patients, their families and treating clinicians.
What do you need to be considered?
Ideally, you will have demonstrated prior complaint resolution skills, personal resilience, and confidence to deal with moderately challenging situations and conversations to de-escalate conflict. In addition to the above, you should demonstrate:
- Minimum 5 years customer service complaint management experience.
- Well-developed empathy and active listening skills, with the ability to connect with others and resolve issues.
- Excellent written communication skills, including the ability to write responses and outcomes tailored to the audience.
- Strong analytical and problem-solving skills.
- Ability to work in a busy environment with good time management skills, working with competing deadlines and ability to manage a caseload.
- Experience providing support and coaching in relation to complaints handling and feedback.
- Full Australian working rights.
- Ability to provide a National Police Check within 6 months or willing to obtain.
Previous experience in the health industry and health-based customer support will be highly regarded.
Who is PRC?
Perth Radiological Clinic is one of the largest independent radiology and medical imaging practices in Western Australia. With 21 clinics across Perth, over 100 Radiologists, and 1,000 staff, we offer a complete and integrated range of medical imaging services to the people of Western Australia through our community, and public and private hospital-based clinics.
What do we offer?
- A permanent opportunity with a well-known, leading medical imaging organisation
- 15 weeks paid parental leave for eligible employees
- Flexible working environment
- Ongoing support and career progression opportunities
- Long Service Leave after 7 years of service
- Purchased Leave for eligible employees
- Parking subsidies
- PRC uniforms provided (optional)
- Corporate rate for private health insurance (with HBF)
- Staff discount on PRC services
- Employee assistance program
- Access to over 1,000 retail discounts such as men's & women's fashion, gym memberships, healthy meal delivery services and more.
How to apply?
Please submit an updated resume detailing your prior relevant experience, should you wish to submit a brief cover letter outlining the requirements mentioned above to support your application, this will be highly regarded, although not mandatory. Shortlisting may begin immediately.
We encourage Indigenous and Torres Strait Islander people, people with disabilities and of diverse backgrounds to apply.
