Job Application

Patient Services Manager
Permanent Part Time position | Cabrini Malvern location

Shape How Care Is Felt, Not Just How It’s Delivered
This is a rare opportunity to lead patient experience at a time when it truly matters. We are investing in how patients and families experience care—emotionally, practically, and clinically—and we are looking for a leader who knows how to turn insight into action.

As our Patient Experience Manager, you will have the mandate, visibility, and support to implement meaningful change, embed new systems, and influence how care is delivered across the hospital.

Why This Role Is Different

Real impact, not just reporting
This role goes beyond managing complaints or producing dashboards. You will lead improvement initiatives that directly shape patient experience, service recovery, and trust—working alongside clinical and operational leaders to drive real change.

A genuine commitment to systems and capability
We are implementing and optimising patient experience and feedback software, and this role is central to ensuring the system works for clinicians, leaders, and consumers—not just compliance.

Coaching at the core
A key part of this role is coaching leaders and frontline teams to build confidence in consumer engagement, difficult conversations, and compassionate service recovery. You will be a trusted advisor, not a back-office function.

A values-driven organisation
As a private hospital with a strong commitment to compassionate, person-centred care, patient experience is central to our purpose—not an add-on.

Who This Role Will Suit
This opportunity will resonate with someone who:

• Has led change and implemented new systems in healthcare or complex service environments
• Is credible with clinicians, yet brings strong customer experience thinking
• Enjoys coaching, influencing, and building capability across teams
• Is motivated by improving how care is experienced by patients and families

A nursing or clinical background is highly regarded, however candidates from strong customer experience or service leadership backgrounds with a sound understanding of healthcare will also be considered. What matters most is your ability to lead change, build trust, and translate insight into action.

Why Now
We are at a point of maturity where patient experience is a strategic priority, supported by executive leadership and investment. This role offers the opportunity to shape the next phase of how we listen, respond, and improve—creating a lasting impact for patients, families, and staff.

Work That Matters
If you are looking for a role where your work directly improves the experience of care—and where you can influence systems, culture, and capability—this is an opportunity to make a meaningful difference.

Why join Cabrini?
You’ll be part of a values-driven organisation committed to delivering exceptional patient care, where we offer:

• Salary Packaging up to $18,850 per year tax free to increase your take-home pay
• Access to a range of staff benefits including retail offers, fitness passport, discounted hospital services and savings on eligible private health fund services
• Opportunities for career growth and professional development
• Parking on site for $4 per day(where available) as well as discounted Myki Commuter fares
• A mission driven, values-led organisation with an enjoyable workplace culture

To view the full position description click here

For more information please contact: Megan Mills, Group Director Nursing, Allied Health and Clinical Education - 0421 662 357

Does this sound like your new role? Bring your skills and enthusiasm to Cabrini Health and help optimise the patient experience and health outcomes for our community.

Cabrini Health acknowledges the importance of creating a work environment that is welcoming, safe, equitable and inclusive for people of all backgrounds and abilities. Inclusion is core to our mission.

As part of our commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.

Working for Cabrini

Cabrini Health is a Catholic, private, for-purpose health service located in Melbourne’s southeast. Inspired by the mission and ethic of care of the Cabrini Sisters, providing quality, compassionate care to our community for more than 75 years.

There is something special about Cabrini Health. Our highly skilled staff and specialists incorporate clinical research, innovative models of care and state-of-the-art technology to deliver the best possible care and outcomes for our patients. We demonstrate our mission to serve our community through outreach programs that support asylum seekers, provide healthcare in rural communities and in underdeveloped countries.

Our size, reputation and growth strategy ensure genuine opportunities for our people to learn, grow and realise potential.

Our values: Compassion - Integrity - Courage - Respect

MANDATORY FOR ALL NEW STAFF TO CABRINI

Employment with Cabrini Health will be based on satisfactory background checks such as professional references, National Police Check, vaccinations for annual Influenza and COVID-19 (recommended), plus a Working with Children Check (WWCC) may also be requested.