Emergency Department Patient Experience Advocate

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

Benefits offered by this job

Salary packaging

Superannuation

Job summary

St Vincent's Hospital Network seeks a Patient Experience Officer to lead initiatives improving the emergency department waiting experience for patients. You will work with triage and ward staff to coordinate communication and address concerns, ensuring a welcoming environment for patients and their carers while awaiting care.

The role requires resilience, excellent communication, and the ability to balance multiple tasks across seven days with rotating shifts.

Qualifications

• Lead the implementation of initiatives to improve the emergency department waiting experience for patients.
• Regularly communicate with triage and waiting room staff to coordinate patient communication.
• Support and implement strategies to make patients and carers feel welcomed while awaiting care.
• Commitment to improving services for diverse cultural groups.
• Provide timely contact with patients and carers and share information using the GoShare app.
• Identify suboptimal service and address patient and carer experience; monitor feedback from clerical staff.
• Mediate non-clinical issues and take on complex customer service requests.
• Contribute to new ideas and improvements in work processes.
• Working hours: Monday to Friday, 7:30 am-4:00 pm or 1:00 pm-9:30 pm; current coverage 7:30 am-9:30 pm.

Responsibilities

• Lead the implementation of initiatives focused on improving the emergency department waiting experience for patients to ensure agreed outcomes are achieved.
• Regularly communicate with clinical staff working in triage and the waiting room to ensure a coordinated approach to patient communication and the escalation of concerns.
• Support, develop and implement strategies to build a workforce culture focused on patients and their carers feeling welcomed and cared for while awaiting care in the emergency department.
• Demonstrate a commitment to improving services delivered to diverse cultural groups.
• Provide timely and efficient contact with patients and carers, assisting with the provision of patient information, including the utilisation of the GoShare application.
• Proactively identify suboptimal service and potential sources of complaints regarding patients in the waiting room, and implement initiatives to improve the patient and carer experience. Monitor patient and carer feedback on service levels provided by clerical staff.
• Mediate and elevate non-clinical issues and take the initiative to become involved in complex and time-consuming customer service requests.
• Contribute to the development of new ideas, including identifying opportunities to improve the efficiency of work processes and implementing change in the workplace.
• Working hours: Monday to Friday, with shifts from 7:30 am-4:00 pm or 1:00 pm-9:30 pm. Current coverage is 7:30 am-9:30 pm, with the possibility of extending later in the future.

Job description

St Vincent's Hospital Network seeks a Patient Experience Officer to lead initiatives improving the emergency department waiting experience for patients. You will work with triage and ward staff to coordinate communication and address concerns, ensuring a welcoming environment for patients and their carers while awaiting care.

The role requires resilience, excellent communication, and the ability to balance multiple tasks across seven days with rotating shifts.