LEAD THE WAY IN PATIENT EXPERIENCE AND FEEDBACK AT EPWORTH

Are you passionate about elevating the voice of patients and driving meaningful change across healthcare systems?
Epworth HealthCare is seeking a dynamic and experienced Patient Feedback Manager to champion our organisational approach to patient experience and feedback.
This is a Group-level leadership role that works across all Epworth sites and services, guiding how we listen, respond, and learn from the experiences of our patients and their families. With a strong focus on innovation, early intervention, and continuous improvement, you’ll help shape our compassionate, learning-oriented culture where patient voices are heard and acted upon.

KEY RESPONSIBILITIES

• Lead and oversee Epworth’s patient experience and complaint management processes
• Champion a consistent, timely, and patient-centred approach to handling feedback, including compliments, complaints, and concerns.
• Act as the escalation point for complex or high-risk complaints, providing expert guidance and ensuring appropriate resolution pathways are followed.
• Analyse consumer feedback data to identify trends, risks and opportunities for service improvement and systemic learning.
• Build capability across the organisation through coaching, education and support in effective complaint handling and patient communication.

To thrive in this role, you will bring:

• Proven leadership experience in patient experience, consumer feedback, or complaints management in a complex healthcare or service environment
• Expertise in managing sensitive, high-risk or complex complaints with compassion and confidence
• Strong understanding of co-design, consumer engagement principles, and systems improvement.
• Outstanding interpersonal and communication skills, with the ability to influence, coach and collaborate across multidisciplinary teams.
• A commitment to excellence, empathy, and continuous learning