Patient Experience Officer

St Vincent's Health Australia; Sydney; On-site; AUD 82,000 - 84,000; Full time

Benefits offered by this job

Salary packaging

Study leave

Curran Foundation scholarships

Fitness Passport

Discounted private health

Job summary

St Vincent’s Public Hospital Sydney seeks a Patient Experience Officer to lead initiatives that improve the emergency department waiting experience for patients and carers, coordinating with triage and waiting room staff.

The role develops welcoming strategies, provides patient information via GoShare, monitors feedback and drives service improvements. It requires excellent customer service, resilience, and the ability to manage priorities across a rotating roster.

Qualifications

• Strong customer service skills and a genuine passion for patient care.
• Excellent communication and interpersonal abilities with patients, carers and clinical teams.
• Resilient, adaptable, proactive with good problem-solving and conflict-resolution skills.
• Highly organised with ability to balance priorities and work independently.

Responsibilities

• Lead initiatives to improve the emergency department waiting experience for patients and carers.
• Regularly communicate with triage and waiting room staff to coordinate patient communication and escalation.
• Develop strategies to foster a welcoming culture and improve service delivery.
• Provide patient information using the GoShare application and monitor feedback.
• Identify suboptimal service and drive improvements; mediate non-clinical issues on time.
• Contribute ideas to improve work processes and implement changes in the workplace.

Skills

Customer service

Communication

Conflict resolution

Teamwork

Job description

Job Description:Role title: Patient Experience Officer (Morning and Afternoon Shifts)Role type: Permanent full TimeRole grade: Administration Officer Level 5, Year1/2Department and location: Emergency Department, St Vincent’s Public Hospital, SydneySalary: $82,337.78 - $84,205.25 + super + salary packagingWelcome to St Vincent’s Hospital SydneyJoin a team built on a proud legacy of world-class care, true compassion, and deep community roots.Founded by the Sisters of Charity and powered today by St Vincent’s Health Australia, the Sisters' legacy of compassionate service is our living heartbeat. As Sydney’s premier and iconic inner-city public hospital, we serve the entire population, providing world-class care to all people, including the most vulnerable in our community. Across our renowned precinct, we feature cutting-edge programs and surgery infrastructure, fostering clinical excellence and professional growth.Located in the vibrant heart of Darlinghurst, we are positioned just minutes from Kings Cross station, with direct, high-frequency bus connections from the east, and seamless links from Gadigal and Museum stations right to our doorstep.Read on to explore this exciting role and the fantastic perks waiting for you here.About the roleLead the implementation of initiatives focused on improving the emergency department waiting experience for patients to ensure agreed outcomes are achieved.Regularly communicate with clinical staff working in triage and the waiting room to ensure a coordinated approach to patient communication and the escalation of concerns.Support, develop and implement strategies to build a workforce culture focused on patients and their carers feeling welcomed and cared for while awaiting care in the emergency department.Demonstrate a commitment to improving services delivered to diverse cultural groups.Provide timely and efficient contact with patients and carers, assisting with the provision of patient information, including the utilisation of the GoShare application.Proactively identify suboptimal service and potential sources of complaints regarding patients in the waiting room, and implement initiatives to improve the patient and carer experience. Monitor patient and carer feedback on service levels provided by clerical staff.Mediate and escalate non-clinical issues and take the initiative to become involved in complex and time-consuming customer service requests.Contribute to the development of new ideas, including identifying opportunities to improve the efficiency of work processes and implementing change in the workplaceWorking hours: Monday to Friday, with shifts from 7:30 am–4:00 pm or 1:00 pm–9:30 pm. Current coverage is 7:30 am–9:30 pm, with the possibility of extending later in the future.About youStrong customer service skills with a genuine passion for creating a positive and supportive experience for patients and their carers.Excellent communication and interpersonal skills, with the ability to build effective relationships with patients, carers and clinical teams.Resilient, adaptable and proactive, with sound judgement, problem-solving and conflict-resolution skills when managing challenging situations.Highly organised, with the ability to balance competing priorities, work independently and contribute effectively as part of a team.Confident using computers and able to work a rotating roster across seven days, including early morning starts and late-night finishes.What we can offer youExceptional Rewards: Competitive pay and not-for-profit salary packaging to maximise your incomeSeamless NSW Health Mobility: Smooth transfer of your qualifying service and leave entitlementsWorld-Class: Be part of a renowned precinct alongside the Garvan & Victor Chang institutesExcellence: Premier heart/lung transplant program, advanced robotics, & pioneering HIV/AIDS initiativesCutting-Edge Oncology: Deliver advanced cancer care and trials at the renowned Kinghorn Cancer CentreCommunity: Support vital programs for First Nations, homelessness, mental health, & drug and alcohol careProfessional Advancement: Accelerate your career with study leave and Curran Foundation scholarshipsHealth & Wellbeing: Fitness Passport, discounted private health, & cultural recognitions and celebrationsSponsorship / work rights for AustraliaPlease note, visa sponsorship is not available for this position. For this role you must be an Australian or New Zealand citizen or have an Australia visa that grants you the work rights necessary for the role.Equal opportunityWe celebrate diversity & inclusion and are committed to equal employment opportunity for everyone.As part of our commitment to reconciliation, we encourage Aboriginal and Torres Strait Islander peoples to apply and join us in delivering care that heals body, mind, spirit and community.How to applyThe closing date for applications is 12 November 2026. Shortlisting for this position will commence immediately. We encourage you to apply promptly as the advertisement may close early should a suitable applicant be sourced.Please submit your resume and a brief cover letter highlighting how your interest, skills, and experience align with each of the things listed in the About You section of this job advert. Respectfully, this role is not open to recruitment agencies.Review the following documents:How to upload and address the selection criteriaJob Demands Checklist and Health Declaration FormPosition DescriptionReconciliation Action Plan:At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.For further information, visit https://www.svha.org.au/about-us/reconciliation or get in contact at [e-mail]