Help Shape Better Patient Outcomes Through Consumer Feedback

Join our team and play a vital role in supporting patients, families and stakeholders through effective complaints management and consumer liaison services. Working within a busy healthcare environment, you'll help resolve concerns, identify improvement opportunities and contribute to delivering safe, high-quality patient care.

Job details

Your new role:

As a Complaints Management Officer, you will provide responsive and professional support to patients, consumers and stakeholders while helping drive continuous improvement across the hospital. Working within the Patient Safety and Quality Unit, you will manage consumer feedback, coordinate complaint resolution processes and contribute to service excellence initiatives.

Your Key responsibilities include:

• Managing and documenting patient complaints, compliments and concerns in accordance with Queensland Health policies and procedures.
• Liaising with consumers, hospital staff, executive leadership and external agencies to facilitate timely and effective complaint resolution.
• Maintaining complaints databases, analysing trends and preparing reports to support quality improvement and risk management initiatives.
• Delivering administrative support, education and training activities while contributing to continuous improvement, compliance and patient-centred care outcomes.

About you:

You are a highly organised and customer-focused professional who can confidently manage sensitive matters while building positive relationships with a diverse range of stakeholders.

To be successful in this role, you will demonstrate:

• Strong communication, interpersonal and negotiation skills, with the ability to handle sensitive and complex issues professionally and compassionately.
• Excellent analytical and problem-solving capabilities, including the ability to investigate issues, identify trends and recommend practical solutions.
• Proven organisational skills with the ability to manage competing priorities, meet deadlines and work effectively with minimal supervision.

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.

• Application essentials - things you need to know (PDF)
  
  We are MSH - five reasons why you should join us (PDF)
  
  MS06684927 - Role Description (PDF)