Reference Number: 54047: Patient Experience Coordinator
Employment Type: On Going Full Time (FT)
Location: Northern Health (All Campuses)

About Northern Health:

As an organisation we have a clear focus on how we service and partner with our community, including our strategy of helping the community stay well when at home. Our reputation of community minded, inclusive and progressive is matched to none.

Northern Health is located in the rapidly growing northern suburbs with projected growth the biggest in the state. With a booming, culturally rich and diverse community, and less than an hour's drive from the CBD (still within the bounds of Myki and ride-sharing), Melbourne's North is fast becoming the place to be.

Northern Health are seeking applications from motivated and suitably experienced Patient Experience Coordinator to join the Patient Experience & Consumer Participation

Northern Health is the major provider of acute, maternity, sub-acute, mental health, specialist, community and home-based services in Melbourne's rapidly growing outer north.

Services are provided through our six main campuses:

- Northern Hospital Epping
- Broadmeadows Hospital
- Bundoora Centre
- Craigieburn
- Mernda Community Hospitals Centres
- Kilmore District Hospital.

In addition, Mental Health Services are provided at Epping, Broadmeadows, Jacana, Preston, Mill Park, Mernda and Coburg.

Our vision is to create a healthier future by working together, innovating and delivering great care.

Guided by our values of Safe, Kind and Together, we are committed to partnering with consumers to continually improve the quality and experience of care.

About Mental Health Division:

Northern Health is the third largest mental health service in Victoria Northern.

Within the Mental Health Division, we pride ourselves on providing high quality mental health services to people living in the northern regions of Melbourne, and work in a collaborative way with consumers and carers based on recovery principles.

We aim to provide strong clinical leadership to support all staff in the provision of professional treatment and care by our integrated community teams, inpatient, and residential services.

About the Role:

An exciting opportunity exists for an experienced and motivated Patient Experience Coordinator to join Northern Health's Patient Experience and Consumer Participation Team.





Working within an allocated divisional or service portfolio, you will partner with clinical and operational leaders to strengthen patient-centred care by coordinating consumer feedback, supporting service recovery and driving quality improvement initiatives.

This is a highly collaborative role that combines relationship management, problem solving, data analysis and service improvement.

You will work closely with patients, families, carers and staff to ensure feedback is responded to respectfully, lessons are identified and improvements are implemented.

Key responsibilities include:

- Managing consumer compliments, suggestions and complaints across an allocated divisional or service portfolio.
- Partnering with clinical teams to facilitate timely responses and effective service recovery.
- Supporting patients, families and carers through the feedback process.
- Analysing patient experience data to identify trends, risks and opportunities for improvement.
- Preparing reports and presenting patient experience insights to committees and organisational leaders.
- Supporting consumer engagement activities and quality improvement initiatives across the organisation.
- Contributing to Northern Health's compliance with the National Safety and Quality Health Service Standards, particularly Standard 2 - Partnering with Consumers.

To be successful in this role you will have:

Experience in healthcare, quality or consumer engagement, who is professional and passionate about improving the experience of patients and families.

You will bring:

- Demonstrated experience in patient experience, quality improvement, consumer engagement or healthcare service delivery.
- Excellent written and verbal communication skills, with the ability to prepare high-quality correspondence and reports.
- Strong interpersonal, negotiation and conflict resolution skills.
- The ability to build trusted relationships with clinicians, managers and consumers.
- Strong organisational skills and the ability to manage competing priorities.




- Experience interpreting qualitative and quantitative data to support service improvement.
- A commitment to person-centred care, consumer partnership and continuous improvement.

Experience working within a public health service, complaint management, patient advocacy or service improvement will be highly regarded.

Why Join Northern Health?

At Northern Health, you'll join a supportive and collaborative team committed to improving the experience of every patient, every time.

We offer:

- An ongoing opportunity with flexible working arrangements (part-time applications welcome).
- A diverse and rewarding role with organisation-wide impact.
- Professional development and career growth opportunities.
- A supportive culture that values collaboration, innovation and continuous improvement.
- The opportunity to contribute to meaningful improvements in patient experience across one of Victoria's largest public health services.

Next Steps . . .

If you are passionate about improving patient experience and want to make a meaningful difference to the communities we serve, we encourage you to apply.

Enquiries:

- Amanda Strangwick, Manager Patient Experience - Phone: 8468 6175
- Maree Glynn, Director Clinical Practice Improvement - Phone: 0438 836 540 or refer to

Applications close Wednesday 12 August 2026.

Why work at the Northern Health?

NH offer a range of perks which support and reward staff both personally and professionally.

Our staff benefits include award winning facilities and campus partnerships, Professional development and events, an award-winning Health and wellbeing program and financial benefits.

- Health and Wellbeing programs, including our new 'Thrive' program
- Flexibility in the workplace and extra leave options and support
- An inclusive and culturally safe space
- Access to salary packaging & EAP
- Comprehensive Library services for learning, research, clinical decision-making, leisure and wellbeing (onsite and online)

Work with us! Northern Health is an equal opportunity employer and is committed to attracting and retaining a diverse workforce which reflects the community we serve. Applications from Aboriginal and Torres Strait Islander people, as well as applicants who are LGBTIQ+, who have different abilities, or are from culturally and Linguistically Diverse Backgrounds are encouraged.

📌 Patient Experience Coordinator (Victoria)
🏢 Northern Health
📍 Victoria