Patient Experience Officer – Emergency Department in Wagga Wagga

• 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 Go Share 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
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