The Royal Melbourne Hospital is one of Australia’s leading public healthcare providers. Join the team. Build a career. We are looking for a passionate and dedicated individual to join The Royal Melbourne Hospital.

Consumer Liaison Officer

The Royal Melbourne Hospital

• Collect, investigate, report, and find resolutions for consumers & their families.
• Work in a supportive, cohesive and hard-working team!
• Part Time, Ongoing opportunity! $95,000 - $99,000 per annum (pro rata)

About The Royal Melbourne Hospital (RMH):

The Royal Melbourne Hospital is one of Victoria’s leading public health services, delivering compassionate, recovery-focused care across emergency, inpatient, community and specialist settings. RMH fosters a collaborative, inclusive and values-led workplace where people are supported to grow and thrive.

About the Role:

As a Consumer Liaison Officer, you will be a key member of the Patient Experience and Community Engagement team, leading the way in how we listen and respond to consumer feedback, including complaints, suggestions and compliments. You’ll work directly with consumers and families to acknowledge and clarify concerns, manage investigations in partnership with clinical teams, and ensure responsive, person-centred outcomes. You will also liaise with stakeholders across the organisation, contribute to quality improvement initiatives and support communication through the Statutory Duty of Candour process.

The Role:

• Key role in communicating with RMH consumers, using your clinical and communication skills to establish rapport with feedback providers.
• Responsible for the receipt and investigation of feedback, managing a caseload in conjunction with the accountable clinicians and managers.
• Strong engagement with key stakeholders within the organisation to address and respond to feedback.
• Working in close collaboration with the Quality Team to report data and identify key areas for improvement.
• Key point of communication with patients and families in the Statutory Duty of Candour process.

About you:

•  You have a tertiary qualification in a relevant field .e.g health professional, human factors, public health

• Investigative skills, ability to identify opportunities to improve care and service
• Compassion, ability to liaise and engage with consumers and families of all ages, genders and ethnic diversity
• Passion, enthusiasm, willingness to expand your communication and ability to facilitate change

• Knowledge of relevant legislation and industry best practice in consumer engagement feedback management

Benefits of Joining RMH:

• We pride ourselves on our dedication to supervision and career growth, offering opportunities and access to specialist leaders
• Flexible/Hybrid working arrangements available.
• Discounted health and wellbeing facility access with Fitness Passport
• 5 weeks annual leave, 17.5% leave loading and salary packaging options!
• We are an organisation that lives by our values – People First, Lead with Kindness and Excellence Together.

Click here to view the full position description

Please be advised that we will be arranging interviews as soon as candidates apply an dthis advert may cose early as a result.

All appointments are made subject to a satisfactory Criminal History Record Check. Successful applicants will be required to provide evidence of an immunisation assessment prior to commencement.

The RMH stands in solidarity with Aboriginal and Torres Strait Islander people in work and care. We are proud to be a workplace that champions diversity, inclusion and equality for our staff and our community.  Our goal is for our people to feel safe, included and supported so that they can be at their best every single day. We encourage talented people from all backgrounds, abilities, and identities to apply to our vacancies, and will consider adjustments to support such applications.