Job Title

Employment Type: Permanent Full TimePosition Classification: Health Manager Level 3Remuneration: $119,348.00 - $136,057.00 per annumHours Per Week: 38Requisition ID: REQ376073Where you''ll be workingWestern Sydney Local Health District (WSLHD) is responsible for providing primary and secondary health care for people living in the Auburn, Blacktown, and The Hills Shire, Holroyd and Parramatta Local Government Areas (LGAs) and tertiary care to residents of the Greater Western Region. We are committed to our vision of ''better health services for the people of western Sydney and beyond'' and to the delivery of health care or related services in line with our core values of collaboration, openness, respect and empowerment.What you''ll be doing Assisting and supporting the facility with the professional leadership, management and accountability of complaints management in collaboration with Divisions and the General Managers Unit in accordance with organisational / NSW Ministry of Health policies and procedures.This position will work closely with the Divisional Patient Safety and Quality Officers and the Clinical Governance Unit supporting the improvement of the patient experience at Westmead HospitalThis is a senior role within Westmead Hospital, supporting delivery of high levels of patient centred care through the provision of timely, open and responsive management of consumer feedbackThe Patient Advice and Liaison Officer is responsible for:providing leadership in the improvement of the patient experience primarily through the coordination and management of the complaints process inaccordance with organisational/NSW Ministry of health policies and procedures in consultation with Divisions and the General Managers Unitcoordinating responses to complaints received locally, through the Ministers office and the Health Care Complaints Commissionprovision of advocacy to promote the dignity and autonomy of patients in the health care setting, supporting channels through which consumers may seek resolution to problems, concerns and complaintsidentification and participation in the provision of education regarding frontline complaints management to Westmead Hospital Divisions, frontline staff and consumersmaintenance of complaints handling data collection and reporting for the executive management team and the NSW Ministry of Health IIMS Data Collectionmanaging the General Managers Unit Governance Officer.Other duties as directed by the General ManagerPeople with disabilities who meet the selection criteria are encouraged to apply; and where required, WSLHD will implement reasonable adjustment consistent with industry standard.Stepping Up aims to assist Aboriginal job applicants by providing information about applying for roles in NSW Health organisations. For more information, please visit Aboriginal and/or Torres Strait Islander people are encouraged to apply.Westmead hospital car parking allocation model is changing. There is a waitlist for parking for new staff commencing at Westmead Hospital. This does not apply for staff with disability.Please note: To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency.Selection Criteria:Relevant tertiary qualifications and/or experience with complaints management consistent with the NSW Public Service capability profileDemonstrated experience in managing complex and emotive matters in a sensitive and timely mannerDemonstrated advanced communication skills (written and verbal) with the ability to draft complex correspondence on behalf of the organisation for external agencies and commissionsHigh level negotiation/consultation skills and possessing emotional intelligence/resilienceThe ability to work independently, to prioritise and meet deadlines and to engage key stakeholders to ensure timelines and milestones are metDemonstrated problem solving skills, including the ability to collaborate with othersEvidence of personal commitment and capability to assist the facility in ensuring patient centric healthcareNeed more information?1) Click here for the Position Description2) Find out more about applying for this positionFor role related queries or questions contact Jenelle Matic on Jenelle.Matic@health.nsw.gov.auApplications Close: 25th June 2023About the companyThe New South Wales Ministry of Health, branded NSW Health, is a ministerial department of the New South Wales Government.NoticeTalentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report . NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000. #J-18808-Ljbffr