ED Patient Experience Lead (Part-Time)

Murrumbidgee Local Health District; Wagga Wagga; On-site; AUD 82,000 - 84,000; Part time

Job summary

Murrumbidgee Local Health District invites applications for a Patient Experience Officer in the Emergency Department at Wagga Wagga Base Hospital. This role focuses on improving patient and carer communication and the experience while waiting for care, working with triage, ED staff and clerical teams.

Permanent part-time or casual position, 30 hours per week, with pro rata salary and benefits. The successful candidate will drive initiatives to welcome and support patients and families in a busy

Qualifications

• Experience handling customer enquiries in a complex environment.
• Excellent communication with a focus on customer satisfaction.
• Knowledge of Emergency Department patient flow principles.

Responsibilities

• Lead initiatives to improve the ED waiting experience and ensure outcomes.
• Coordinate patient communication with triage and waiting room staff.
• Develop strategies to make patients and carers feel welcome and cared for while waiting.
• Provide timely contact with patients and carers, including information via the GoShare app.
• Identify suboptimal service and implement improvements based on feedback.
• Mediate escalated non-clinical issues and manage complex requests.

Skills

Customer service

Communication

Emergency Department knowledge

MS Office

Teamwork

Problem solving

Tools

Microsoft Office

Job description

Murrumbidgee Local Health District invites applications for a Patient Experience Officer in the Emergency Department at Wagga Wagga Base Hospital. This role focuses on improving patient and carer communication and the experience while waiting for care, working with triage, ED staff and clerical teams.

Permanent part-time or casual position, 30 hours per week, with pro rata salary and benefits. The successful candidate will drive initiatives to welcome and support patients and families in a busy