Patient Feedback and Liaison Officer

Bayside Health

Bayside Health is a public health service delivering high-quality care across every stage of life for close to 1.2 million people living in metropolitan Melbourne, the Mornington Peninsula, Koo Wee Rup, Bass Coast and Southern Gippsland. We have more than 15 main sites, including hospitals, centres and clinics that provide comprehensive care from welcoming newborns to supporting older people and a full range of services in between. More than 22,000 dedicated staff are focused on providing exceptional, equitable, and locally connected care through shared expertise, compassion, and a commitment to continuous growth. Education and training are central to staff development as we encourage all employees to strive and thrive. Bayside Health was formed following the merger of Alfred Health, Bass Coast Health, Gippsland Southern Health Service, Kooweerup Regional Health Service and Peninsula Health on 1 January 2026.

• Fixed Term Part-time (48 hrs/6 days p/fn) until May 2027
• Managers and Administrative Workers Grade 4 
• Great opportunity to make a difference to patients and families every day
• Learn how Patient Feedback is received and how it drives improvement
• Build your connections across our Health Service
• Join a supportive and highly productive team
• Located at The Alfred Hospital

About the role

The Patient Feedback and Liaison Officer (PFLO) provides a seamless approach to consumer feedback management and resolution in consultation with Bayside Health - Alfred Care Group staff. The PFLO facilitates the effective and timely resolution of complaints, compliments, enquiries and suggestions received from patients, families and carers. Additionally, the PFLO facilitates the response to feedback received from external agencies and third parties including the Health Complaints Commissioner, Safer Care Victoria, the Mental Health Complaints Commissioner among others.

You will join a supportive team who works to provide thorough, respectful and timely responses to those who provide feedback and assist to identify opportunities for improvement arising from patient feedback. The role plays an integral part in Alfred Care Group's commitment to delivering on providing high quality, equitable patient-centred care aligned with the Patients Come First Strategy and Plan.

About you

• Excellent interpersonal and oral communication skills; including a highly developed skill in negotiation, conflict resolution and de-escalation techniques.
• The ability to produce written work of a high standard and with attention to detail
• Ability to work effectively in a consultative manner with a wide range of stakeholders, including a variety of staff, patients, carers and families and other stakeholders
• Display a high level of empathy and humanity
• High-level organisational skills, and the ability to autonomously prioritise and manage a dynamic work flow with flexibility
• Well-developed analytical skills including the ability to handle, analyse and interpret data to present information in a meaningful way
• Proficient and competent with Microsoft office programs and clinical risk data management systems
• Able to manage and contribute to analysis of data
• Able to contribute to or support training in collaboration with wider team.
• Demonstrated ability to think innovatively and identify opportunities for improvements and propose solutions to problems and implement change.

Skills & Experience

Essential          

• Tertiary undergraduate qualification in a health and or other relevant tertiary qualification
• Experience in health or related sector
• Experience in feedback management
• Demonstrated negotiation, conflict management and conciliation skills
• Evidence of ability to manage competing priorities and deliver outcomes within a given timeframe
• Well-developed verbal communication and interpersonal skills
• Well-developed ability to produce written work of a high standard and with attention to detail

Desirable

• Experience using the Riskman Incident Management System (Victorian Health Incident Management System VHIMS) and Electronic Medical Record
• Understanding of complaints management principles, including relevant industry and best practice standards, as well as linkages to risk management and medico-legal
• Demonstrated understanding of the broader health care policy context supporting increased community and consumer engagement in health care

Enquiries and questions welcome.

Contact Rebecca Brough Associate Director Patient Feedback and Liaison at r.brough@alfred.org.au

Applications Close: 11pm AEST, Tuesday 21st July 2026.

We embrace diversity and strive to have a workforce that reflects the communities we serve. We actively encourage applications from Aboriginal and Torres Strait Islander people, people with disability, and people of all genders, sexualities, and cultural backgrounds.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application materials, please don’t hesitate to get in touch with the contact person listed on this ad.

In accordance with the Health Services Amendment (Mandatory Vaccination of Healthcare Workers) Act 2020, health care workers in Category A or B roles (as determined by the department’s risk ratings) are required to be vaccinated against influenza or hold an acceptable medical exemption.