Head of Patient Experience

Head Office - Sydney; Sydney; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Leadership development

Comprehensive benefits program

Competitive salary with incentives

Job summary

Ramsay Health Care seeks a Head of Patient Experience to lead enterprise-wide patient experience initiatives. The role sits within Marketing and collaborates across the national hospital network to connect patient feedback with operational improvements.

You’ll drive dashboards, engagement with senior executives, and scalable improvements, bringing external best practice to a busy hospital environment.

Qualifications

• Significant experience in patient experience, customer experience, service improvement, or related discipline.
• Experience across large, multi-site organisations.
• Strong analytical capability to connect data sources and identify drivers.

Responsibilities

• Lead enterprise patient experience and Voice of Patient approach (NPS and related measures).
• Connect patient feedback, experience data, clinical indicators and operational insights to identify drivers.
• Turn insights into practical actions for hospitals and leaders to improve outcomes.
• Identify trends, gaps and opportunities across the network and prioritise impactful areas.
• Develop dashboards, reporting and insights to show performance to leaders.

Skills

Patient experience

Cross-functional leadership

Data analysis

Stakeholder engagement

Change management

Healthcare industry knowledge

Education

Degree in health/healthcare management or related field

Job description

Head Office - Sydney – St Leonards Park NSW

At Ramsay Health Care, patient experience is an increasingly important part of how we think about growth, performance and the future of healthcare. With around 1.1 million patients moving through our hospitals and services each year, we have an opportunity to better understand what matters most to patients and turn those insights into meaningful improvements across our national network. We’re looking for a Head of Patient Experience to lead this work at an enterprise level. This is a newly established opportunity with strong executive visibility, sitting within Marketing and working closely across the hospital network. This isn't simply an NPS or reporting role. It’s about connecting the dots between patient feedback, data, clinical indicators and what is happening on the ground, identifying where the biggest opportunities sit and helping hospitals make practical changes that move the needle. You’ll work closely with senior executives, hospital CEOs, clinical and operational leaders and local patient experience teams. You’ll also bring external best practice and new thinking into Ramsay, while making sure it works in the reality of a busy hospital environment.

What You’ll Do

You’ll help Ramsay move from measuring patient experience to understanding it, improving it and building capability across the network.

• Lead Ramsay’s enterprise patient experience and Voice of Patient approach, including NPS and supporting experience measures.


• Connect patient feedback, experience data, clinical indicators and operational insights to identify the key drivers of patient experience.


• Turn insights into clear, practical actions that hospitals and leaders can use to improve outcomes.


• Identify trends, gaps and opportunities across the network and support hospitals to focus on the areas that will have the greatest impact.


• Develop meaningful dashboards, reporting and insights that give leaders confidence in where they are performing and where to focus.


• Work with hospital CEOs, clinical and operational teams and local counterparts to embed practical improvements.


• Identify and pilot new approaches, learn what works and help scale successful initiatives across the network.


• Bring relevant external and international best practice into Ramsay’s approach to patient-centred care.


• Spend time across the hospital network to understand the reality behind the data and ensure recommendations are grounded in the patient and frontline experience.

What You’ll Need

We’re looking for someone with the credibility, curiosity and confidence to operate at an enterprise level while remaining grounded in the reality of our hospitals.

You’ll bring:

• Significant experience in patient experience, customer experience, service improvement, Voice of Customer/Voice of Patient, insights or a related discipline.


• Experience working across a large, complex or multi-site organisation.


• Strong analytical capability and the ability to connect different sources of data to identify the bigger picture.


• Experience turning insights into practical actions and measurable outcomes.


• Strong stakeholder engagement and influencing skills, with the credibility to work with senior executives, hospital CEOs and frontline teams.


• A constructive and collaborative approach, with the ability to challenge and influence without adding unnecessary complexity.


• A healthy curiosity and the confidence to ask the right questions, form a point of view and focus on what will genuinely make a difference.


• Experience working through influence and a matrix rather than relying on direct authority.


• A genuine passion for improving the experience of patients and their families.

What We Offer

• Access leadership development, executive support and career opportunities across the Ramsay Health Care network.


• Enjoy a comprehensive benefits program, including wellbeing initiatives, professional development, rewards and recognition, and employee discounts.


• Receive a competitive salary package with performance incentives.


• Work closely with senior executives and hospital leaders, with genuine scope to influence how we deliver care and service to our patients.


• Be part of an organisation driven by our purpose of People Caring for People, with the opportunity to make a meaningful impact for patients, their families and the communities we serve.

About Ramsay Health Care

Founded in 1964, Ramsay Health Care is Australia’s largest private hospital operator and a recognised global leader in healthcare delivery. Across the country, we operate 76 hospitals and 12 surgical centres, caring for more than 1.1 million patients each year with the support of over 30,000 dedicated professionals. Guided by our ethos, “People Caring for People,” we are committed to delivering exceptional patient care, building meaningful relationships, and driving continuous improvement and sustainable growth. In addition to our hospital network, Ramsay operates a growing community pharmacy network of more than 35 locations. Through our culture, The Ramsay Way, we place our people at the centre of everything we do - fostering collaboration, empowering teams, and achieving outstanding outcomes for patients and communities.