Emergency Department Patient Experience Lead

NSW Health; Sydney; On-site; AUD 82,000 - 84,000; Full time

Benefits offered by this job

Salary packaging

Not-for-profit pay

Job summary

NSW Health’s St Vincent’s Public Hospital in Sydney seeks a Patient Experience Officer to enhance the emergency department waiting experience. You will engage with triage teams and patients, ensuring clear communication and compassionate care while awaiting treatment.

The role requires strong customer service, teamwork, and adaptability, with shifts Monday to Friday. A competitive salary with super and salary packaging is offered.

Qualifications

• Strong customer service orientation and a passion for patient experience.
• Excellent communication and interpersonal skills with clinical teams.
• Resilient, proactive with judgment and conflict-resolution abilities.
• Highly organized, able to balance priorities and work independently.
• Confident using computers and able to work a rotating seven-day roster.

Responsibilities

• Lead initiatives to improve Emergency Department waiting experience for patients.
• Communicate with triage and waiting room staff for coordinated patient updates.
• Develop strategies to ensure patients and carers feel welcomed while awaiting care.
• Support culturally diverse groups and equitable service delivery.
• Provide timely information to patients and carers, including GoShare usage.
• Identify suboptimal service and address potential sources of complaints.
• Mediate non-clinical issues and handle complex customer service requests.
• Contribute ideas to improve work processes and implement changes.

Tools

GoShare app

Job description

NSW Health’s St Vincent’s Public Hospital in Sydney seeks a Patient Experience Officer to enhance the emergency department waiting experience. You will engage with triage teams and patients, ensuring clear communication and compassionate care while awaiting treatment.

The role requires strong customer service, teamwork, and adaptability, with shifts Monday to Friday. A competitive salary with super and salary packaging is offered.