Join the Patient Safety and Quality Unit at Princess Alexandra Hospital as a Patient Liaison Officer Complaints. This temporary full-time AO4 role (6 months, with possible extension) leads high-quality complaints management, supporting consumers, families and staff to resolve issues and improve patient experience across the hospital.

Job details

Your new role:

As the Patient Liaison Officer (Complaints), you will deliver a responsive, high-quality complaints management service for Princess Alexandra Hospital, supporting consumers, staff and the Executive to resolve issues and drive service improvement.

In this role, you will:

• Document and manage patient complaints, concerns and commendations in line with QH and HHS policies.
• Maintain and analyse the complaints database, identify trends and prepare reports and recommendations for Executive and divisional leaders.
• Liaise with consumers, families, clinical teams and external agencies.

About you:

You are a customer-focused, solutions-driven administrator with strong communication skills and a passion for improving patient experience. You're comfortable navigating sensitive issues, managing competing priorities and working with stakeholders at all levels.

You will bring:

• Experience in complaints management, consumer liaison or similar stakeholder-facing role (health or public sector desirable).
• Excellent verbal communication, negotiation and de-escalation skills with patients, families and staff.
• Strong written and analytical skills, including ability to draft clear correspondence, briefs and reports. Experience working with data, trends and recommendations.
• Ability to interpret and apply policy, and rapidly acquire knowledge of Queensland Health complaint processes and the Office of the Health Ombudsman framework.

A relevant qualification in health, business, law, social sciences or similar will be well regarded. You must meet Queensland Health vaccination requirements and hold Australian work rights.

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:

Princess Alexandra Hospital:

The Princess Alexandra Hospital (PAH) is a tertiary health care centre providing care in most major adult specialties. We provide world class health care to Brisbane City's southern suburbs across emergency, medical, mental health and surgical services, including liver and kidney transplant.

We are nationally recognised for our expertise in trauma management and organ transplants and are one of Australia's leading academic and research health centres. The PAH as a major medical research precinct hosts Australia's most advanced medical research facility, the Translational Research Institute (TRI) as well as a new Clinical Research Facility for the discoveries made at TRI to be trialed in a safe clinical environment.

We're expanding our hospital to make sure everyone gets the care they need. We're adding more beds, modernising our buildings, and improving our spaces to treat kidney and cancer patients with all new services and facilities planned to open by 2027.

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.

• MS11670193 Role Description - Patient Liaison Officer PAH (PDF)
  
  We are MSH - five reasons why you should join us (PDF)
  
  Application essentials - things you need to know (PDF)