Title:  Patient Relations Advisor

Patient Relations Advisor

• Permanent Part Time | .8 Full Time Equivalent
• Box Hill Hospital | Easy access to public transport, shopping, and dining options
• Supportive workplace culture | Focus on employee wellbeing and development 

Eastern Health

Eastern Health is one of Melbourne’s largest public health services. We provide a range of emergency, surgical, medical and general healthcare services and have a proud history of serving a diverse community.

Our Employee Value Proposition is “Being a part of Eastern Health means belonging to a welcoming team of healthcare experts”.

This statement aligns with our promise to our communities, patients, consumers and staff that we will be HEALTHIER TOGETHER. Bolder than a vision for the future, our promise calls us to action. We know that working together is the only way we can achieve what is necessary for a healthier future.

About the role

An exciting opportunity now exists to join the Centre for Patient Experience team at Eastern Health as a Patient Relations Advisor.  Reporting to the Manager Patient Feedback, this role will enable you to contribute to organisational change in response to consumer feedback.

You will:

• Support consumers and staff to improve the patient experience by facilitating the feedback process.
• Provide empathy and understanding to consumers over the phone and through email.
• Review written responses from senior leaders, with a consideration for the consumer's perspective.
• Contribute to the analysis of complaints data to help identify local and system issues.
• Work closely with senior leaders to ensure complaints are managed in accordance with Eastern Health policies, Key Performance Indicators and the Health Complaints Commissioner standards. 

Team members work closely together on varied and meaningful work, supporting one another through complex situations while maintaining a strong sense of  trust and shared purpose. With approachable leadership, collaborative problem‑solving and plenty of opportunities to learn and celebrate together, the team offers a positive and engaging workplace culture.

About you 

To be successful in this role you will possess:

• Highly developed interpersonal skills including the capacity for effective communication, negotiation and conflict resolution and the ability to deal sensitively and compassionately with people faced with difficult circumstances
• Advanced problem solving skills
• Ability to remain impartial
• Excellent written skills
• Strong consumer focus
• Demonstrated ability to work independently within the context of a large and complex health service
• Experience in health and human service
• Computer literacy – intermediate Microsoft Office skills
• Ability to facilitate staff training regarding complaints management
• Ability to manage competing priorities and assist the organisation to meet Key Performance Indicators
• Excellent time management skills and high levels of efficiency

Healthcare workers are strongly recommended to follow COVID vaccination recommendations provided in the Australian Immunisation handbook (based on ATAGI advice). Seasonal vaccination against influenza is a mandatory requirement of this role and an offer is conditional on this being up to date prior to employment.

Those that are offerred and/or start between January and April do not require an up to date vaccination for Influenza to progress providing they are aware of its requirement later in the year. Those that are offerred and/or start between May and December require the up to date Influenza vaccination prior to offer.

What we offer

Eastern Health offers a variety of fantastic Employee Benefits, view the extensive range here!

• Mentor and Shadowing program 
• Access to discovery days across our 50 sites 
• Study and professional development leave 
• Friendly & supportive teams
• Commitment to Diversity, Equity and Inclusion 
• Fitness Passport for work-life balance 
• Employee Assistance program accessible for you and your loved ones 
• Flexible working hours and excellent entitlements 
• Salary packaging options and an employee benefits scheme 
• Access to Private Health Insurance offers 
• Digital upskilling, such as excel and Power-Bi training 
• Cafes at all of our Hospitals 

Next Steps

Apply online if you feel we are a good match, you have the skills and qualities to make a difference, and are eligible to work in Australia.

We review all applications when we receive them, and we notify unsuccessful candidates.

If you are shortlisted, we will be in touch to arrange an interview, and you must complete a National Police Check.

Good to know:

• We are an equal opportunity employer and actively promote equality for people of all races, ethnicities, gender identities, sexual orientations, and for people living with disability – within the communities we serve and our Eastern Health team.
• We provide a culturally safe and welcoming environment for Aboriginal and/or Torres Strait Islander employees.
• As a child-safe organisation, we ensure child safety and wellbeing is embedded in our everyday culture.
• Vaccination and screening for immunity to vaccine-preventable disease is a mandatory requirement of this role.
• Advertising may end before the closing date.
• We do not accept recruitment agency application

If you are a current Eastern Health employee please ensure you log in with your internal Eastern Health account to apply for this or other roles.

Please click here for position description link

Contact Person: Suzanne Richardson 

Contact Number: 0414 463 776

Contact Email: suzanne.richardson@easternhealth.org.au

Job Posting End Date: 22 May 2026 - the position may be closed earlier if the suitable candidate is found 

Need help submitting your application?

Just contact the Hiring Manager in the advertisement or call the Talent Acquisition Team on (03) 9955 7555 (Option 1) | Medical Workforce Unit on (03) 9895 3469. [TA for Non Medical roles, MWU for Medical roles]

Click Here for the Candidate Guide also for help in our recruitment process!

Our Values in Action:

Respect for all | Safe always | Partnering in care | Learning and improving every day