Patient Experience & Consumer Participation Lead

At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. This is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you will join a team dedicated to bringing our vision to be a world leading ambulance service to life.

We are seeking a Patient Experience & Consumer Participation Lead to provide strategic delivery and leadership for the Patient Experience and Consumer Participation team within the Patient Safety & Experience Department.

This is a Full Time, /Permanent position. While WFH/Hybrid options are available, it is essential that the successful applicant maintains a presence at Blackburn Business Centre in line with our hybrid working model.

About the role

Reporting to the Director Patient Safety & Experience, responsibilities of this position include, but not limited to:

• Provide strategic delivery and leadership for the Patient Experience and Consumer Participation team
• Monitor and analyse patient experience and feedback performance and take action in identification of risks and areas for improvement
• Respond and allocate resources, and monitor patient feedback and consumer participation activity
• Proactively undertake and coordinate projects and reporting as required
• Develop and maintain strong relationships with internal and external Stakeholders, working collaboratively using influence and negotiation to achieve outcomes that optimise patient care and outcomes

About you

To be considered for this position you will possess:

• Experience working in a health sector with patients and consumers
• Experience and demonstrated proficiency in responding to feedback and enquiries from consumers, allied services and regulatory bodies
• Excellent interpersonal skills
• Demonstrated commitment to excellence in customer service and positive patient liaison
• Excellent written and verbal communication skills for a broad variety of audiences and platforms
• Excellent time management skills and ability to remain calm under pressure
• Participation in improvement initiatives, preferably related to health services

Working at Ambulance Victoria

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking.

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you are ready to be an integral part in bringing our values of Care, Accountability, Respect and Excellence to life at AV, we want to hear from you!

Important information

By applying for a position, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role.

Successful applicants will need to be willing to complete pre-employment screening including references, misconduct and Police Checks.

This position is classified AV6 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021-2025.

The position description can be found on the AV Careers website https://careers.ambulance.vic.gov.au.

How to apply

Your application is an integral part of the selection process and should include:

• Cover letter outlining your experience and interest in the position
• Current resume
• A separate document addressing the key selection criteria from the position description

Applications must be submitted by 11.59pm AEST on Friday 13 June 2025. Applications must be submitted via the AV Careers Centre website https://careers.ambulance.vic.gov.au to be considered. Emailed applications will not be accepted.

For further information, please refer to ‘Applying for a position with Ambulance Victoria‘. For any further queries please contact [email protected] or 03 9840 3653.

At all levels of our organisation a diverse and inclusive workforce allows us to deliver the Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people. In the event you require a reasonable adjustment to support your application for this role, please contact us at [email protected] and a member of our Recruitment & Selection team will be in touch.

Applications close Friday 13 June 2025 at 11.59PM