Patient Experience Officer - Emergency Department

NSW Health; Wagga Wagga; Presencial; AUD 82 000 - 84 000; Tempo parcial

Resumo da oferta

MLHD is seeking a Patient Experience Officer for the Emergency Department at Wagga Wagga Base Hospital. The role focuses on enhancing patient and carer communication and improving the waiting room experience for patients in the ED.

You will oversee waiting room communication, collaborate with triage and clerical staff, and contribute to strategies that make patients feel welcomed and cared for while awaiting care.

Qualificações

• Experience handling a range of customer enquiries in a complex setting.
• Exceptional communication skills focused on customer satisfaction.
• Knowledge of Emergency Department patient flow principles.
• Flexible, resilient and solution-focused.
• Commitment to quality service and continuous improvement.
• Strong computer skills including Microsoft Office.

Responsabilidades

• Lead initiatives to improve the ED waiting experience and outcomes.
• Coordinate patient and carer communication with triage and staff.
• Support strategies to make patients and carers feel welcomed and cared for while waiting.
• Provide timely contact with patients and carers, including GoShare information.
• Identify and address suboptimal service and monitor feedback.

Conhecimentos

Customer enquiries handling

Excellent communication

ED patient flow knowledge

Microsoft Office

Teamwork

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Patient Experience Officer - Emergency Department

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.

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

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