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Consumer Liaison Advisor
Woolloongabba
Consumer Feedback & Patient Liaison Leadership in Princess Alexdandra Hospital
Drive meaningful improvements in consumer feedback and patient experience at Princess Alexandra Hospital.
Job details
| Position status | Permanent |
|---|---|
| Position type | Full-time |
| Occupational group | Health - Nursing |
| Classification | AO7 |
| Workplace Location | Brisbane Inner City,Brisbane - South |
| Job ad reference | QLD/MS693085_AO |
| Closing date | 06-Oct-2026 |
| Job duration | Permanent |
| Contact person | Karen Boch |
| Contact details | (07) 3176 2673 Access the National Relay Service |
Your new role:
Are you passionate about improving patient experiences and ensuring consumer voices are heard? Princess Alexandra Hospital is seeking a dedicated professional to provide leadership and expert advice in the development, implementation and ongoing support of a Health Service-wide strategic approach to consumer feedback management.
In this role, you will:
- Lead and continuously improve the consumer feedback management system at Princess Alexandra Hospital.
- Manage complex complaints, investigations and responses, including matters involving the Office of the Health Ombudsman, ministerial requests, parliamentary briefings and questions on notice.
- Ensure consumer feedback is acknowledged and resolved within established performance targets, including acknowledgement within five days and resolution of 90% of complaints within 35 calendar days.
- Provide operational management and leadership to two Patient Liaison Officers.
About you:
We are looking for an experienced and collaborative professional who can provide expert advice and leadership in consumer feedback management within a complex healthcare environment. You will bring strong knowledge of complaints handling, patient engagement and quality improvement, along with the ability to manage sensitive issues, communicate effectively with diverse stakeholders and deliver timely, well-informed responses.
You will demonstrate:
- Knowledge and experience in complaints management policies and processes within a healthcare environment.
- Strong interpersonal, consultation, negotiation and conflict resolution skills, with the ability to build positive relationships with patients, carers, staff and external organisations.
- Experience preparing briefs, ministerial responses, correspondence and reports, including analysing and presenting complex information.
- Ability to work effectively in multidisciplinary teams, manage competing priorities, provide leadership and support staff education.
Check out our quick tips and application essentials!
What we can offer you:
- We offer a family-friendly work environment that supports you in making the most of Queensland's laid-back lifestyle.
- We are renowned for teaching and research excellence with strong relations with Queensland's leading tertiary institutions.
- We want to empower you to build a long-term career, with countless opportunities to learn and grow, no matter your role
- You'll have all the benefits of working for Queensland's world-class public health system including generous leave entitlements, attractive salary and remuneration packages, salary packaging and access to relevant professional development allowances and/or leave, study and research assistance, corporate discounts and employee wellness programs.
About us:
To support the delivery of safe and high-quality care for patients and consumers the Princess Alexandra Hospital (PAH) Patient Safety and Quality Unit (PSQU) is responsible for the provision of local clinical governance arrangements in line with the National Clinical Governance Framework: governance, standards, safety and quality and consumer experience and engagement.
The Consumer Liaison Advisor provides expertise, education, consultancy and leadership in the provision of consumer feedback – compliments, suggestions and complaints, risk and quality improvement to external and internal clients of the Princess Alexandra Hospital. The Consumer Liaison Advisor supports the application of the principles of best practice, leadership and portfolio management to ensure safe practice and high-quality outcomes.
INTEGRITY | COMPASSION | ACCOUNTABILITY | RESPECT | ENGAGEMENT | EXCELLENCE
Our values were created by employees for employees to shape our culture and inspire positive interactions in the workplace. Diversity of ideas, skills, traditions, and customs is celebrated as one of our greatest strengths. Having a workforce that reflects and understands the needs and expectations of our community is important to delivering safe, kinder, and more inclusive care.
We recognise our strength comes from the diversity of our people and so we encourage people of all genders, ethnicities, ages, abilities, languages, sexual orientation, and family responsibilities to apply.
We are better together.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Applicants are encouraged to apply online. Please review the Role Description for more information on application process requirements. Agency referrals will not be accepted for this position.
Documents
Before applying for this vacancy please ensure you read the documents below.
