At a Glance
- Tasks: Enhance patient experiences in the emergency department and improve communication with clinical staff.
- Company: Join St Vincent’s Hospital, a leader in compassionate healthcare in Sydney.
- Benefits: Competitive salary, salary packaging, professional development, and health perks.
- Other info: Dynamic role with opportunities for career advancement and community impact.
- Why this job: Make a real difference in patients' lives while working in a supportive environment.
- Qualifications: Strong customer service skills and ability to communicate effectively.
The predicted salary is between 33778 - 84205 $ per year.
Welcome to St Vincent’s Hospital Sydney. Join a team built on a proud legacy of world-class care, true compassion, and deep community roots. Founded by the Sisters of Charity and powered today by St Vincent’s Health Australia, the Sisters' legacy of compassionate service is our living heartbeat. As Sydney’s premier and iconic inner-city public hospital, we serve the entire population, providing world-class care to all people, including the most vulnerable in our community.
About the role:
- Lead the implementation of initiatives focused on improving the emergency department waiting experience for patients to ensure agreed outcomes are achieved.
- Regularly communicate with clinical staff working in triage and the waiting room to ensure a coordinated approach to patient communication and the escalation of concerns.
- Support, develop and implement strategies to build a workforce culture focused on patients and their carers feeling welcomed and cared for while awaiting care in the emergency department.
- Demonstrate a commitment to improving services delivered to diverse cultural groups.
- Provide timely and efficient contact with patients and carers, assisting with the provision of patient information, including the utilisation of the GoShare application.
- Proactively identify suboptimal service and potential sources of complaints regarding patients in the waiting room, and implement initiatives to improve the patient and carer experience.
- Monitor patient and carer feedback on service levels provided by clerical staff.
- Mediate and escalate non-clinical issues and take the initiative to become involved in complex and time-consuming customer service requests.
- Contribute to the development of new ideas, including identifying opportunities to improve the efficiency of work processes and implementing change in the workplace.
Working hours: Monday to Friday, with shifts from 7:30 am–4:00 pm or 1:00 pm–9:30 pm. Current coverage is 7:30 am–9:30 pm, with the possibility of extending later in the future.
About you:
- Strong customer service skills with a genuine passion for creating a positive and supportive experience for patients and their carers.
- Excellent communication and interpersonal skills, with the ability to build effective relationships with patients, carers and clinical teams.
- Resilient, adaptable and proactive, with sound judgement, problem-solving and conflict-resolution skills when managing challenging situations.
- Highly organised, with the ability to balance competing priorities, work independently and contribute effectively as part of a team.
- Confident using computers and able to work a rotating roster across seven days, including early morning starts and late-night finishes.
What we can offer you:
- Exceptional Rewards: Competitive pay and not-for-profit salary packaging to maximise your income.
- Seamless NSW Health Mobility: Smooth transfer of your qualifying service and leave entitlements.
- World-Class: Be part of a renowned precinct alongside the Garvan & Victor Chang institutes.
- Excellence: Premier heart/lung transplant program, advanced robotics, & pioneering HIV/AIDS initiatives.
- Cutting-Edge Oncology: Deliver advanced cancer care and trials at the renowned Kinghorn Cancer Centre.
- Community: Support vital programs for First Nations, homelessness, mental health, & drug and alcohol care.
- Professional Advancement: Accelerate your career with study leave and Curran Foundation scholarships.
- Health & Wellbeing: Fitness Passport, discounted private health, & cultural recognitions and celebrations.
Sponsorship / work rights for Australia: Please note, visa sponsorship is not available for this position. For this role you must be an Australian or New Zealand citizen or have an Australia visa that grants you the work rights necessary for the role.
Equal opportunity: We celebrate diversity & inclusion and are committed to equal employment opportunity for everyone. As part of our commitment to reconciliation, we encourage Aboriginal and Torres Strait Islander peoples to apply and join us in delivering care that heals body, mind, spirit and community.
The closing date for applications is 12 November 2026.
Patient Experience Officer in Sydney employer: NSW Health
St Vincent’s Hospital Sydney is an exceptional employer, offering a supportive work culture that prioritises compassion and community service. Located in the vibrant Darlinghurst area, employees benefit from competitive pay, not-for-profit salary packaging, and flexible working arrangements, including two days of remote work each week. With a strong focus on professional growth, staff have access to study leave, scholarships, and wellness programs, making it a rewarding place to build a meaningful career in healthcare.
