Patient Experience Manager

the original; Sydney; On-site; AUD 138,000 - 156,000; Full time

Job summary

Westmead Hospital in NSW is seeking a Patient Experience Manager to provide strategic leadership for complaints management and patient advocacy. You will ensure timely, transparent engagement with consumers and drive improvements in patient experience and healthcare quality across the hospital.

As part of the Patient Safety and Quality team, you will collaborate with executive leaders and clinical departments to strengthen patient outcomes and lead service improvements based on feedback and data.

Qualifications

• Relevant tertiary qualifications with recent clinical experience and/or equivalent work experience in complex health care settings relevant to clinical governance.
• Demonstrated experience in managing complex complaints 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.

Responsibilities

• Lead and manage the hospital's complaints process, ensuring compliance with NSW Health and organisational policies and procedures
• Coordinate and oversee responses to consumer complaints, including matters referred through the Ministry of Health and Health Care Complaints Commission
• Champion patient advocacy by promoting consumer rights, dignity, autonomy and access to effective resolution pathways
• Lead, mentor and support the Patient Experience Officers while delivering education and guidance on frontline complaints management
• Monitor, analyse and report patient experience and complaints data to inform quality improvement initiatives and organisational decision-making

Job description

• Lead patient experience outcomes at one of NSW's largest hospitals

• Lead patient experience outcomes at one of NSW's largest hospitals
• Drive consumer-centred care, advocacy and service improvement
• Senior leadership role influencing quality, safety and patient outcomes

Manage patient feedback and complaints, lead service improvement initiatives, and champion exceptional patient-centred care at Westmead Hospital.

Employment Type: Permanent Full Time
Position Classification: Health Manager Level 3
Remuneration: $137,525 - $156231 per annum
Hours Per Week: 38
Location: Westmead Hospital

Where you'll be working

At Westmead Hospital, you'll join a high-performing and collaborative environment committed to delivering outstanding patient-centred care. As part of the Patient Safety and Quality team, you will work closely with executive leaders, clinical departments and the District Clinical Governance Unit to strengthen patient experience outcomes and drive continuous improvement across one of Australia's leading tertiary hospitals.

• Join a respected organisation dedicated to quality, safety and excellence in healthcare
• Collaborate with senior clinical and operational leaders to improve patient experience outcomes
• Be part of a culture that values innovation, accountability, compassion and consumer partnership
• Influence hospital-wide service improvements through patient feedback and complaints insights
• Support a workforce committed to delivering safe, responsive and patient-focused care

What you'll be doing

As the Patient Experience Manager, you will provide strategic leadership and expert oversight of the complaints management and patient advocacy functions across Westmead Hospital. You will play a pivotal role in ensuring consumers receive timely, transparent and responsive engagement, while driving improvements that enhance patient experience and healthcare quality.

• Lead and manage the hospital's complaints process, ensuring compliance with NSW Health and organisational policies and procedures
• Coordinate and oversee responses to consumer complaints, including matters referred through the Ministry of Health and Health Care Complaints Commission
• Champion patient advocacy by promoting consumer rights, dignity, autonomy and access to effective resolution pathways
• Lead, mentor and support the Patient Experience Officers while delivering education and guidance on frontline complaints management
• Monitor, analyse and report patient experience and complaints data to inform quality improvement initiatives and organisational decision-making
• Relevant tertiary qualifications with recent clinical experience and/or equivalent work experience in complex health care settings relevant to clinical governance.
• Demonstrated experience in managing complex complaints 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

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/

Westmead Hospital car parking allocation model is changing. There is a waitlist for parking for new staff commencing at Westmead Hospital. This does not apply for staff with disability.

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

NSW Health acknowledges the people of the many traditional countries and language groups of New South Wales. It acknowledges the wisdom of Elders past and present, and pays respect to all Aboriginal communities of today.