Emergency Department Patient Experience Lead

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

Benefits offered by this job

Competitive pay

Not-for-profit salary packaging

NSW Health Mobility

World-Class hospital precinct

Study leave and Curran Foundationsch

Health & Wellbeing programs

Job summary

St Vincent's Private Hospital Toowoomba is seeking a Patient Experience Officer (Morning and Afternoon Shifts) to join the Emergency Department in Sydney. This permanent full-time role focuses on improving waiting experiences for patients and coordinating communication with clinical staff.

The role requires strong customer service, excellent communication, and the ability to work a rotating roster across seven days.

Qualifications

• Strong customer service ethos focused on patient and carer experience.
• Excellent communication with patients, carers and clinical teams.
• Resilient, adaptable, proactive with good judgement.
• Highly organised, able to balance priorities and work independently.
• Willing to work rotating roster across seven days, including early starts and late shifts.

Responsibilities

• Lead initiatives to improve emergency department waiting experience.
• Communicate with clinical staff to coordinate patient communications.
• Develop strategies to ensure patients and carers feel welcomed while awaiting care.
• Demonstrate a commitment to diverse cultural groups.
• Provide timely contact with patients and carers and use the GoShare app.
• Identify suboptimal service and reduce complaints in waiting room.
• Mediate non-clinical issues and handle complex customer service requests.
• Suggest ideas to improve work processes and implement changes.

Skills

Customer service

Communication

Problem solving

Organisation

Roster management

Computer literacy

Teamwork

Tools

GoShare app

Job description

St Vincent's Private Hospital Toowoomba is seeking a Patient Experience Officer (Morning and Afternoon Shifts) to join the Emergency Department in Sydney. This permanent full-time role focuses on improving waiting experiences for patients and coordinating communication with clinical staff.

The role requires strong customer service, excellent communication, and the ability to work a rotating roster across seven days.