Patient Experience Officer, Emergency Dept – Waiting Room

NSW Health; Wagga Wagga; On-site; AUD 82,000 - 84,000; Part time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer enquiries handling

Excellent communication

ED patient flow knowledge

Microsoft Office

Teamwork

Tools

Microsoft Office

Job description

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.