Patient Experience and Quality Coordinator

Warringal Private Hospital; City of Melbourne; On-site; AUD 80,000 - 83,000; Full time

Benefits offered by this job

Grow your career and leadership skills

Staff education and wellbeing support

Flexible rostering and leave

Job summary

Ramsay Health Care is seeking a Patient Experience and Quality Coordinator. You will drive patient experience improvements, support clinical governance, and champion consumer-centred care aligned with NSQHS Standards. The role requires current AHPRA nursing registration and at least 12 months of nursing experience.

You will coordinate feedback, manage investigations, and prepare reports for committees, while promoting staff education and service excellence across the organisation.

Qualifications

• Registered Nurse with current AHPRA registration and minimum 12 months nursing experience.
• Solid understanding of accreditation requirements and NSQHS Standards.
• Commitment to consumer engagement and continuous improvement in patient-centred care.

Responsibilities

• Coordinate and oversee the hospital's patient experience program with active feedback collection and reporting.
• Lead investigations and resolution of patient feedback, compliments and complaints per Ramsay policies.
• Engage with patients, families, clinicians and managers to identify service improvement opportunities.

Skills

Registered Nurse

AHPRA registration

Quality improvement

Patient safety

Stakeholder engagement

Job description

Patient Experience and Quality Coordinator

As a Patient Experience and Quality Coordinator, you will drive improvement initiatives and support clinical governance across departments to optimise patient outcomes. You will also oversee the hospital's patient experience program by managing feedback, facilitating investigations, and championing a consumer-centric culture in alignment with NSQHS Standards.

About You:

You are a dedicated Registered Nurse who brings a passion for quality improvement, patient safety and exceptional patient experiences. You thrive in a collaborative environment and have the ability to engage effectively with clinicians, managers, patients and consumers to drive meaningful change.

You have a sound understanding of accreditation requirements, quality management systems and the National Safety and Quality Health Service (NSQHS) Standards. Most importantly, you are committed to fostering a culture of continuous improvement, consumer engagement and excellence in patient-centred care.

You hold a current AHPRA registration and bring a minimum of 12 months of relevant professional nursing experience to the position.

In this position, your core responsibilities will include:

• Coordinate the hospital's patient experience program, ensuring patient and consumer feedback is actively collected, monitored, analysed and reported.
• Manage and facilitate the investigation and resolution of patient feedback, compliments, complaints and concerns in accordance with Ramsay Health Care policies and relevant regulatory requirements.
• Liaise with patients, families, clinicians and managers to support timely responses to feedback and identify opportunities for service improvement.
• Prepare quality, risk and patient experience reports for committees, executive leadership and accreditation requirements.
• Promote a patient-centred culture by supporting staff education and awareness regarding consumer engagement, effective communication and service excellence.
• Support the Consumer Engagement Committee and facilitate consumer participation in quality improvement initiatives.
• Ensure consumer feedback contributes to organisational quality improvement, accreditation activities and strategic planning.
• Identify and share examples of positive patient experiences and service excellence across the organisation.
• Maintain confidential and accurate records relating to patient feedback, complaints and quality improvement activities.
• Support compliance with the National Safety and Quality Health Service (NSQHS) Standards relating to Partnering with Consumers and Clinical Governance.

What’s in it for You:

On offer is a base hourly rate ranging from$58.89 - $60.65+ superannuation based on experience level and qualifications, exclusive of penalties or allowances. (NSW Registered Nurse / Midwife Grade 4A)

At Ramsay, we care for our people by offering benefits that truly support your career, wellbeing and lifestyle, including:

• Grow your careerwith recognition programs, employee referral bonuses, scholarships, free access to LinkedIn Learning and the Ramsay Leadership Academy
• Save more every daywith Ramsay Rewards, giving you exclusive deals at 100+ retailers, restaurants, travel providers and more
• Enjoy peace of mindwith lower hospital cover costs and higher extras limits on services like General and Major Dental, plus pharmacy and allied health discounts
• Find balancethrough flexible rostering options, flexible leave and access to free, confidential counselling and wellbeing support 24/7
• Increase your take-home paythrough salary packaging and novated leasing, plus discounts on leisure travel, gyms and lifestyle services.

Why Join Ramsay:

At Ramsay Health Care, “people caring for people” is at the heart of everything we do. We are:

• Australia’s largest private hospital operator, with over 74 sites and 35,000 staff
• A values-led workplace where you’ll be supported personally and professionally
• A place with flexible, permanent and career-growth opportunities nationwide.