Patient Experience Officer - Emergency Department

Murrumbidgee Local Health District (MLHD); Wagga Wagga; On-site; AUD 82,000 - 84,000; Part time

Job summary

Murrumbidgee Local Health District (MLHD) is seeking a Patient Experience Officer to enhance communication between patients, carers and clinical staff, focusing on ED waiting room experiences.

You will oversee patient and carer communication, working with triage and ED clerical teams to deliver timely, respectful service and to identify opportunities for improvement.

Qualifications

• Experience responding to customer enquiries in a complex work environment.
• Exceptional communication skills focused on customer satisfaction and outcomes.
• Knowledge of Emergency Department patient flow principles.

Responsibilities

• Lead initiatives to improve the ED waiting experience and achieve outcomes.
• Coordinate patient communication with triage and waiting room staff.
• Support strategies to create a welcoming environment for patients and carers.

Skills

Microsoft Office

Tools

GoShare

Job description

Position Classification: Administrative Officer - Level 5 (Health Employees Administrative Staff (State) Award)

Remuneration: $82,337.78 - $84,205.25 per annum, pro rata (+ super + 17.5% leave loading where applicable)

Employment Type: Permanent Part - Time or Casual

Hours Per Week: 30

Location: Wagga Wagga Base Hospital

Requisition ID: REQ695638

Closing Date: 12 November 2026

About The Role

The Patient Experience Officer is customer focused and passionate about delivering a great customer experience every day. The role is responsible for enhancing patient and carer communication, particularly between the patient, carer and clinical staff, with a focus on improving the experience for patients in the Emergency Department waiting room.

You will oversee the coordination of patient and carer communication in the waiting room, working closely with triage and clinical staff and the ED clerical team.

Key Accountabilities

• Lead the implementation of initiatives that improve the emergency department waiting experience and ensure agreed outcomes are achieved.
• Communicate regularly with clinical staff in triage and the waiting room to coordinate patient communication and escalation of concerns.
• Support, develop and implement strategies that build a workforce culture focused on patients and carers feeling welcomed and cared for while awaiting care.
• Provide timely and efficient contact with patients and carers, including assisting with patient information through the GoShare application.
• Proactively identify suboptimal service and potential sources of complaint, implement initiatives to improve patient and carer experience, and monitor patient and carer feedback on clerical service levels.
• Mediate on escalated non-clinical issues and take initiative in complex and time consuming customer non-clinical requests.
• Demonstrate a commitment to improving services delivered to diverse cultural groups.
• Contribute new ideas to improve the efficiency of work processes and implement change in the workplace.

Essential Criteria

• Vaccination Category B
• National Criminal Record Check

Selection Criteria

• Experience of responding to a range of customer enquiries and determining the appropriate response in a complex work environment.
• Demonstrated exceptional communication skills with a focus on customer satisfaction and achieving positive outcomes.
• Knowledge and understanding of Emergency Department patient flow principles.
• Demonstrated flexibility, resilience and solution focused practice.
• Demonstrated commitment to providing a quality service and quality improvement initiatives in workplace practices and procedures.
• Demonstrated high level of computer skills, including competence in Microsoft Office applications.
• Demonstrated ability to co-ordinate, prioritise and complete work assignments within tight timeframes, with the ability to exercise autonomy and initiative to ensure quality outcomes while managing changing priorities to assist with the management of risk.
• Ability to work within a team and effectively build internal and external relationships with relevant stakeholders.

Need More Information

For role related queries or questions contact Alyssa Nesire via [e-mail]

MLHD welcomes applications from people of all backgrounds, abilities and life experiences. We encourage applications from Aboriginal and Torres Strait Islander people.

MLHD supports the Stepping Up initiative. Find out more here