Team Leader Patient Liaison Officers

NSW Health; Sydney; On-site; AUD 125,355,000 - 166,786,000; Full time

Job summary

NSW Health at Westmead Hospital is seeking a Team Leader Patient Liaison Officers to lead patient liaison operations, drive revenue outcomes and ensure high-quality service delivery in a dynamic hospital environment.

You will coach a team, manage a 7-day roster and collaborate with clinicians, revenue teams and external agencies to optimise patient journeys and financial sustainability.

Qualifications

• Experience leading teams in complex hospital environments.
• Strong written and verbal communication.
• Knowledge of NSW Health computer systems such as Health Roster, PBRC, Revenue Toolkit.
• Proven negotiation, problem solving, delegation skills.
• Strong experience in rotating roster preparation.
• Ability to prioritise competing demands and achieve customer-focused results.
• Drive continuous improvements and educate staff on local procedures.

Responsibilities

• Lead, coach and develop Patient Liaison Officers to achieve service, patient and revenue objectives.
• Coordinate and manage a 7-day rotating roster to ensure coverage across Westmead Hospital and liaise with clinicians and external agencies.
• Drive continuous improvement, quality assurance activities and best practice patient liaison processes.
• Monitor and utilise patient administration and revenue systems to support accurate charging and revenue optimisation.

Skills

Staff management

Communication

NSW Health systems knowledge

Negotiation

Roster management

Job description

Strong Medicare billing and public hospital revenue expertise

Exceptional time management with ability to manage complex queries

Lead a high-performing team in Australia's largest health precinct

Lead, mentor and build a high-performing Patient Liaison team while driving service excellence, patient experience and revenue optimisation in a complex hospital environment.

• Employment Type: Temporary Full Time (Up to 01/10/2027)
• Position Classification: Health Manager Level 1
• Remuneration: $46.05 - $61.27 per hour
• Hours Per Week: 38
• Location: Westmead Hospital

Where you'll be working

At Westmead Hospital, you'll join a dynamic and collaborative environment dedicated to delivering exceptional patient care and supporting positive health outcomes for our diverse community. This key leadership role sits within a team that values innovation, continuous improvement and service excellence, while playing an important part in supporting the hospital's revenue sustainability and patient experience objectives.

• Work within one of NSW's leading tertiary referral hospitals
• Lead a dedicated team supporting patients, clinicians and key stakeholders
• Collaborate across clinical, administrative and revenue-focused services
• Contribute to initiatives that improve patient journeys and organisational performance
• Be part of a culture that values teamwork, inclusion, growth and continuous improvement

What you'll be doing

As the Team Leader Patient Liaison Officers, you will provide leadership, direction and operational oversight to the Patient Liaison Team, ensuring high-quality service delivery, patient engagement and revenue outcomes aligned with NSW Health policies and strategic priorities.

• Lead, coach and develop Patient Liaison Officers to achieve service, patient and revenue objectives
• Coordinate and manage a 7-day rotating roster to ensure consistent patient liaison coverage across Westmead HospitalBuild strong relationships with clinicians, administrative teams and external agencies including Medicare, private health insurers, DVA, CTP and WorkCover
• Drive continuous improvement, quality assurance activities and best practice patient liaison processes
• Monitor and utilise patient administration and revenue systems to support accurate charging arrangements, entitlement management and revenue optimisation

Selection Criteria

1. 1. Demonstrated experience in staff management with the ability to lead team performance to achieve service goals.
2. 2. High level communication skills (written and verbal) and interpersonal skills.
3. 3. Demonstrated knowledge of NSW Health computer systems, such as Health Roster, PBRC, Revenue Toolkit and the Revenue Dashboard.
4. 4. Proven strong negotiation, problem solving, conflict resolution and delegation skills
5. 5. Strong experience in rotating roster preparation
6. 6. Demonstrated ability to prioritise competing demands and achieve customer focused results
7. 7. Ability to drive continuous improvements, prepare local procedural documents, educate staff and ensure adherence to NSW Ministry of Health Policy

Requisition ID: REQ688870

Applications Close: 20th October 2026

Find out more about applying for this position.

People with disabilities who meet the selection criteria are encouraged to apply; and where required, WSLHD will implement reasonable adjustment consistent with industry standard.

Aboriginal and/or Torres Strait Islander people are encouraged to apply. Stepping Up aims to assist Aboriginal job applicants by providing information about applying for roles in NSW Health organisations. For more information, please visit https://www.steppingup.health.nsw.gov.au/ .

Please note: A person who is not an Australian citizen or a permanent resident is only eligible for temporary employment for a period not longer than the duration of their current visa or a period not shorter than the duration of the advertised position.

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NSW Health acknowledges the people of the many traditional countries and language groups of New South Wales. It acknowledges the wisdom of Elders past and present, and pays respect to all Aboriginal communities of today.