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.

Patient Experience Manager

The Royal Melbourne Hospital

• Play a key leadership role in advancing patient experience and consumer partnership across a world-class healthcare organisation
• Drive impactful change through the strategic use of patient feedback, data insights and quality improvement initiatives
• Enjoy outstanding benefits, professional development opportunities and the chance to make a lasting difference in the lives of patients and families

About The Royal Melbourne Hospital (RMH)

The Royal Melbourne Hospital is one of Australia's leading public health services and a key member of Melbourne's renowned Parkville Precinct. RMH provides a comprehensive range of specialist medical, surgical, mental health, rehabilitation, aged care, outpatient and community-based services, delivering high-quality care to patients across Victoria.

The Patient Experience Manager plays a critical role in strengthening RMH's commitment to person-centred care by ensuring the voices of patients, consumers and carers are actively sought, valued and translated into meaningful improvements. Working closely with clinical and operational leaders, the role drives excellence in patient experience through effective feedback management, consumer engagement and service improvement initiatives.

Reporting to the Director, Patient Experience and Community Engagement, this position will contribute to positioning RMH as a leader in patient experience, consumer partnership and healthcare excellence.

About the Role:

• Lead the development, implementation and evaluation of patient experience and consumer engagement initiatives across RMH
• Provide operational leadership of the Consumer Liaison Team and Patient Experience Program
• Ensure patient feedback systems are accessible, responsive and aligned with relevant standards and best practice
• Analyse patient experience data and feedback to drive continuous improvement and enhance care outcomes
• Collaborate with clinical, operational and quality teams to identify and implement service improvement initiatives
• Provide expert advice on patient experience, consumer feedback management and risk escalation

About You:

• Tertiary qualifications in a relevant field such as Health, Public Health, Human Factors or a related discipline
• Demonstrated leadership experience in patient experience, consumer engagement or healthcare service improvement
• Proven ability to lead teams and foster a positive, collaborative and high-performing work environment
• Excellent interpersonal, stakeholder engagement and communication skills
• Strong knowledge of patient experience frameworks, feedback management, relevant legislation and healthcare standards
• Experience using data, insights and quality improvement methodologies to drive meaningful organisational outcomes

Benefits of Working at RMH:

• Five weeks annual leave plus monthly ADOs for full-time employees
• Access to Fitness Passport and discounted health and wellbeing benefits
• Ongoing learning, professional development and career progression opportunities
• A values-driven organisation committed to People First, Lead with Kindness and Excellence Together
• Opportunity to make a meaningful impact on patient, consumer and carer experiences within one of Australia's leading public health services

Please click here to view the position description!

Interested? Click the Apply button to submit your application.

Recruitment is ongoing, and interviews may commence as applications are received. Early applications are encouraged, as the position may be filled prior to the closing date.

For a confidential discussion about the role, please contact the details listed below.

All appointments are made subject to a satisfactory Criminal History Record Check and satisfactory Working With Children Check.

The RMH is committed to creating a culturally safe environment as a collective responsibility. We draw on our principles of self-determination, equity, accountability, and shared learning to create a culturally responsive health system that challenges how we strive for continuous quality improvement to meet the expectations of the communities and patients we serve.

RMH is a child safe organisation, committed to upholding the rights, safety, and wellbeing of children and young people in line with the Child Safe Standards.

As a leader in healthcare, we recognise the need to foster a culture of equity, inclusion, and belonging. We encourage people of all backgrounds, identities, and abilities to apply, and will provide adjustments to support equitable participation.