ED Patient Experience Leader

St Vincent's Health Australia; Sydney; On-site; AUD 82,000 - 84,000; Full time

Benefits offered by this job

Salary packaging

Study leave

Curran Foundation scholarships

Fitness Passport

Discounted private health

Job summary

St Vincent’s Public Hospital Sydney seeks a Patient Experience Officer to lead initiatives that improve the emergency department waiting experience for patients and carers, coordinating with triage and waiting room staff.

The role develops welcoming strategies, provides patient information via GoShare, monitors feedback and drives service improvements. It requires excellent customer service, resilience, and the ability to manage priorities across a rotating roster.

Qualifications

• Strong customer service skills and a genuine passion for patient care.
• Excellent communication and interpersonal abilities with patients, carers and clinical teams.
• Resilient, adaptable, proactive with good problem-solving and conflict-resolution skills.
• Highly organised with ability to balance priorities and work independently.

Responsibilities

• Lead initiatives to improve the emergency department waiting experience for patients and carers.
• Regularly communicate with triage and waiting room staff to coordinate patient communication and escalation.
• Develop strategies to foster a welcoming culture and improve service delivery.
• Provide patient information using the GoShare application and monitor feedback.
• Identify suboptimal service and drive improvements; mediate non-clinical issues on time.
• Contribute ideas to improve work processes and implement changes in the workplace.

Skills

Customer service

Communication

Conflict resolution

Teamwork

Job description

St Vincent’s Public Hospital Sydney seeks a Patient Experience Officer to lead initiatives that improve the emergency department waiting experience for patients and carers, coordinating with triage and waiting room staff.

The role develops welcoming strategies, provides patient information via GoShare, monitors feedback and drives service improvements. It requires excellent customer service, resilience, and the ability to manage priorities across a rotating roster.