CCLHD - Consumer Experience Consultant

This recruitment may be used to fill future positions via an eligibility list for permanent, full time, part time, temporary and casual positions. 

Be the Voice of Positive Change: Consumer Experience Consultant at Central Coast Local Health District

Do you have a passion for patient advocacy and a knack for turning feedback into positive change? Central Coast Local Health District (CCLHD) is seeking a highly motivated and empathetic Consumer Experience Consultant to champion the voice of our community. This crucial role sits at the heart of our commitment to delivering exceptional, person-centred care.

Imagine this: You're the bridge between our community and our healthcare services. You'll be the first point of contact for patient feedback, both compliments and complaints, ensuring every voice is heard and valued. Your ability to listen, investigate, and facilitate resolutions will directly impact the quality of care we provide. You'll be empowering our staff to partner with consumers, driving improvements in patient safety and experience, and shaping the future of healthcare on the Central Coast.

What you'll do:

• Empower change: Manage the entire consumer feedback process, from initial contact to resolution and reporting, ensuring compliance with benchmarks and regulations.
• Be a trusted advisor: Provide expert guidance to senior leaders and clinical teams on complaint management, open disclosure, and partnering with consumers.
• Drive quality improvement: Analyse consumer feedback data, identify trends, and recommend initiatives to enhance patient experience and safety.
• Educate and inspire: Train and develop CCLHD staff on effective communication, complaint management, and patient-centred care.
• Champion patient advocacy: Participate in high-level meetings, acting as a dedicated family contact during open disclosure processes.
• Collaborate and innovate: Work across the district to integrate consumer participation into strategic and operational processes.

What you'll bring:

• A genuine passion for improving patient experience and a commitment to person-centred care.
• Exceptional communication, interpersonal, and problem-solving skills.
• The ability to remain calm, professional, and empathetic in challenging situations.
• Strong analytical skills and experience in data analysis and reporting.
• A deep understanding of the healthcare landscape and relevant legislation (e.g., Privacy Act).
• Experience in complaint management and open disclosure processes.
• A collaborative mindset and the ability to work effectively with diverse stakeholders.

What we Offer

• Work for the largest employer on the Central Coast
• Full-time employees receive an Accrued Day Off (ADO) through our ADO policy.
• Full Salary Packaging services are provided – which means you save more tax.
• Discounted Fitness Passport to balance your wellbeing.
• Professional Development through access to experienced and quality leadership
• Access to Wellbeing programs and support through our Employee Assistance Program

Child Safe Standard Commitment

Central Coast Local Health District is committed to ensuring child safety in all our health services, and hospitals in every ward, emergency department, waiting room, clinic as well as our online and virtual spaces. The Central Coast Local Health District has already taken significant steps to keep children safe, though more work needs to be done to ensure that child safety is embedded in all the care that we deliver and is across all systems, policies and processes. The Child Safe Standards provide a framework that outlines the essential elements of Child Safe organisations. Through the application of the Child Safe Standards our organisation will build a culture where abuse is prevented, responded to and reported. Child safety is everyone’s responsibility, and The Central Coast is committed to promoting the rights of children and young people and empowering and promoting their voices within the Central Coast. Standard 5; People working with children are suitable and supported.

Our commitment to Diversity and Inclusion

At Central Coast Local Health District, we are committed to creating a diverse, and inclusive environment which reflects the community and customers we serve. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islander peoples, LGBTIQ+ community and people from culturally and linguistically diverse backgrounds.

If you identify as Aboriginal or Torres Strait Islander and would like assistance with your application or to obtain more information on how to apply, please visit our Stepping Up initiative.

Please note that all NSW Health workers are strongly recommended to stay up to date with Covid-19 vaccinations as recommended by the Australian Technical Advisory Group on Immunisation in the Australian Immunisation Handbook. However, Covid-19 vaccination is not a condition of employment. 

Stepping Up Website 

The ‘Stepping Up’ online resource aims to assist Aboriginal and Torres Strait Islander job applicants understand how to apply for roles within NSW Health by clarifying the recruitment and onboarding process.   

For more information, please visit:  https://www.steppingup.health.nsw.gov.au/Pages/Home.aspx