Medical Administration (Healthcare & Medical)Full timePRC are embracing excellence through continuous improvement & we are looking for a Patient Liaison Manager to join us!At Perth Radiological Clinic, we don't just address complaints; we actively listen and engage with our customers and patients to understand their perspectives and needs. This proactive approach ensures that we're not just solving problems but also enhancing our processes, products, and services. This is a newly created role to work directly with patients, referrers, and key stakeholders to investigate and conciliate in order to reach complaint resolution to support the provision of a high-quality service!Through transparent and efficient complaint management, we are:Analyzing Feedback: Each complaint is a treasure trove of insights that guide us in refining our strategies and delivering superior experiences.Driving Solutions: We tackle issues head-on with creativity and a problem-solving mindset, turning every challenge into a chance for improvement.Fostering Growth: Our focus on continuous improvement fuels our innovation, empowering us to set new standards and exceed expectations.Building Trust: By addressing concerns with empathy and efficiency, we strengthen our relationships with our customers, patients, and referrers to earn their unwavering trust.From a day to day perspective, reporting to the Commercial Manager your duties will consist of:Effectively managing a caseload including management of expectations, preparation of tailored responses, findings, and outcomes to resolve incidents.Communicate findings to the appropriate hierarchy within the organisation to identify and manage risks appropriately.Actively listen to patients and relevant stakeholders to seek to understand and investigate complaints, incidents, and queries to identify concerns and propose options to achieve resolution.Analysing evidence from a range of sources, including clinical documentation to determine if an appropriate standard of patient care and service has been delivered.Engage with patients, staff, supervisors, doctors, and other health care providers to resolve complaints and incidents in a manner that is consistent with PRC's values of high-quality care.Prioritise, escalate and direct responses to queries and complaints of a complex of specialist nature to appropriate staff.What are we looking for?Ideally, you will have demonstrated prior complaint resolution skills within the last 2-3 years, personal resilience, and confidence to deal with moderately challenging situations and conversations to de-escalate conflict. In addition to the above you should demonstrate:Strong customer focus, with the ability to show empathy and patience.Advanced negotiation skills and the ability to compose written responses to explain outcomes tailored to the intended audience.Proficiency in investigating, drawing logical conclusions, and articulating findings in line with the organisations policies & procedures.Strong time management and prioritization skills with the ability to manage a caseload and work to meet competing deadlines.Intermediate MS Word & Excel skills, the ability to learn various software & input/analyse data to track trends and recommend improvement initiatives.Previous experience within the healthcare industry is desirable however not mandatory.Previous experience mentoring or managing a direct report.Full Australian working rights.Ability to provide a National Police Check within 6 months or willing to obtain.Who is PRC?Perth Radiological Clinic is one of the largest independent radiology and medical imaging practices in Australia! With 21 clinics across Perth, over 100 Radiologists, 1000 staff and a sophisticated innovative IT platform, we offer a complete and integrated range of services to the people of Western Australia located across community, public and private hospital-based locations.What do we offer?A permanent opportunity with a well-known, leading medical imaging organization.Flexible working environment- we understand you may have personal commitments!Industry leading paid parental leave for eligible employees.Market competitive salaries that are regularly reviewed.Long Service Leave after 7 years of service.Purchased Leave for eligible employees.Plenty of paid parking on site & we reimburse you!PRC uniforms provided (optional).Corporate rate for private health insurance (with HBF).Staff discount on PRC services.Employee assistance program.Access to over 2000 retail discounts across fashion, skin care, gym memberships, healthy meal delivery services and much more!How to apply?Please submit an updated resume outlining relevant experience, should you wish to submit a brief cover letter no more than 1 page outlining the requirements mentioned above to support your application- this will be highly regarded, although not mandatory.Shortlisting may begin immediately.We encourage Indigenous and Torres Strait Islander people, people with disabilities and of diverse backgrounds to apply.
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