Senior Patient Experience & Advocacy Manager

Southern NSW Local Health District; Sydney; On-site; AUD 138,000 - 156,000; Full time

Job summary

Westmead Hospital, part of Southern NSW Local Health District, seeks a Patient Experience Manager to lead strategic oversight of complaints management and patient advocacy across the hospital. You will drive timely, transparent engagement with consumers and coordinate improvements in patient experience and healthcare quality.

As part of the Patient Safety and Quality team, you will work with executive leaders and clinical departments to strengthen patient experience outcomes and inform quality

Qualifications

• Relevant tertiary qualifications with recent clinical experience or equivalent work experience in complex health care settings.
• 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 for external agencies.
• High level negotiation/consultation skills with emotional intelligence/resilience.
• Ability to work independently, prioritise and meet deadlines while engaging key stakeholders.

Responsibilities

• Lead and manage the hospital's complaints process, ensuring compliance with NSW Health and organisational policies.
• 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.

Skills

Strategic leadership

Advanced communication

Negotiation skills

Emotional intelligence

Independent working

Problem solving

Patient centricity

Education

Tertiary qualifications in healthcare

Job description

Westmead Hospital, part of Southern NSW Local Health District, seeks a Patient Experience Manager to lead strategic oversight of complaints management and patient advocacy across the hospital. You will drive timely, transparent engagement with consumers and coordinate improvements in patient experience and healthcare quality.

As part of the Patient Safety and Quality team, you will work with executive leaders and clinical departments to strengthen patient experience outcomes and inform quality