Patient and Carer Experience Support Officer

Western Sydney Local Health District; Sydney; On-site; AUD 119,000 - 140,000; Full time

Job summary

Western Sydney Local Health District is seeking a Patient and Carer Experience Support Officer at Auburn District Hospital. You will engage with patients, manage feedback and lead advocacy initiatives to enhance patient experiences and drive improvements across the hospital.

The role focuses on education for staff, timely handling of compliments and complaints, and collaboration with clinical and non-clinical teams to strengthen patient-centred care.

Qualifications

• Relevant tertiary qualifications and/or experience with complaints management as per NSW Public Service.
• Experience handling complex and emotive matters sensitively and timely.
• Advanced communication skills (written and verbal) for drafting external correspondence.
• Strong negotiation/consultation skills with emotional intelligence.
• Ability to work independently, prioritise and meet deadlines while engaging stakeholders.
• Demonstrated problem solving and collaboration.

Responsibilities

• Engage with patients and carers through ward visits and engagement activities.
• Coordinate and manage compliments, complaints and consumer concerns promptly.
• Analyse patient feedback data, identify trends and contribute to service improvement reporting.
• Develop education/resources to support staff in complaint management and patient-centred care.
• Promote patient dignity and advocacy while fostering local resolution across the hospital.

Skills

Advanced communication

Negotiation

Problem solving

Emotional intelligence

Stakeholder engagement

Independent work

Education

Relevant tertiary qualification

Job description

• Champion patient-centred care and consumer advocacy
• Drive service improvement through meaningful patient feedback
• Influence positive healthcare experiences across Auburn Hospital

Build trust, manage consumer feedback and create exceptional patient experiences through advocacy, education and service improvement.

Employment Type: Permanent Full Time

Position Classification: Health Manager Level 2

Remuneration: $118,821 – $140,201 per annum

Hours Per Week: 38 (Job Share may be considered for part time hours)

Location: Auburn District Hospital

Where you'll be working

Join Auburn District Hospital, a vibrant and culturally diverse healthcare service committed to delivering safe, compassionate and patient-centred care. This is an exciting opportunity to play a key role in strengthening the voice of patients, carers and consumers while contributing to a culture of continuous improvement and excellence.

Working closely with clinical and non-clinical teams, you will help shape positive healthcare experiences and support initiatives that enhance patient satisfaction, engagement and outcomes across the hospital.

• Be part of a collaborative team focused on quality and patient experience
• Work directly with patients, carers, consumers and hospital leaders
• Contribute to meaningful service improvements that impact the community
• Lead consumer engagement and patient advocacy initiatives
• Join a workplace that values respect, inclusion and continuous learning

What You'll Be Doing

As the Patient and Carer Experience Support Officer, you will support the delivery of patient-centred care by proactively engaging with consumers, managing feedback and driving initiatives that improve the patient experience. You will act as a key advocate for patients while supporting staff education and organisational learning.

• Engage with patients and carers through ward visits, feedback programs and consumer engagement activities
• Coordinate and manage compliments, complaints and consumer concerns in a timely, professional and responsive manner
• Analyse patient feedback data, identify trends and contribute to service improvement strategies and reporting
• Develop and deliver education and resources to support staff in complaint management and patient-centred care practices
• Promote patient dignity, autonomy and advocacy while fostering local resolution of concerns across the hospital

Selection Criteria

• Relevant tertiary qualifications and/or experience with complaints management consistent with the NSW Public Service capability profile
• Demonstrated experience in managing complex and emotive matters in a sensitive and timely manner
• Demonstrated advanced communication skills (written and verbal) with the ability to draft complex correspondence on behalf of the organisation for external agencies and commissions
• High level negotiation/consultation skills and possessing emotional intelligence/resilience
• The ability to work independently, to prioritise and meet deadlines and to engage key stakeholders to ensure timelines and milestones are met
• Demonstrated problem solving skills, including the ability to collaborate with others
• Evidence of personal commitment and capability to assist the facility in ensuring patient centric healthcare

Applications Close: 25th November 2026

People with disabilities who meet the selection criteria are encouraged to apply; and where required, WSLHD will implement reasonable adjustment consistent with industry standard.

Aboriginal and/or Torres Strait Islander people are encouraged to apply. Stepping Up aims to assist Aboriginal job applicants by providing information about applying for roles in NSW Health organisations. For more information, please visit https://www.steppingup.health.nsw.gov.au/.

Please note: To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency.

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