Patient Experience Officer

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. Across our renowned precinct, we feature cutting-edge programs and surgery infrastructure, fostering clinical excellence and professional growth.

Located in the vibrant heart of Darlinghurst, we are positioned just minutes from Kings Cross station, with direct, high-frequency bus connections from the east, and seamless links from Gadigal and Museum stations right to our doorstep.

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.
• Mediating and escalating non-clinical issues and taking 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.

Reconciliation Action Plan: At St Vincent’s we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.