Patient Experience Officer (Emergency Department)

About the role

St Vincent's Hospital Sydney is recruiting a Patient Experience Officer (morning and afternoon shifts) for its Emergency Department. This is a permanent full-time Administration Officer Level 5, Year 1/2 position, paid $82,337.78 to $84,205.25 plus superannuation and salary packaging. The officer leads initiatives that improve the waiting experience for patients and carers, works closely with clinical staff in triage and the waiting room, and monitors feedback on service levels.

Key responsibilities

• Lead initiatives to improve the emergency department waiting experience so that agreed outcomes are achieved.
• Communicate regularly with clinical staff in triage and the waiting room to coordinate patient communication and escalation of concerns.
• Support and implement strategies that make patients and carers feel welcomed and cared for while waiting.
• Improve services for diverse cultural groups and provide timely, efficient contact with patients and carers, including use of the GoShare application.
• Identify suboptimal service and potential complaints, monitor feedback on clerical staff service levels, and implement improvements.
• Mediate and escalate non-clinical issues and take the lead on complex customer service requests.
• Contribute to new ideas, such as improving work process efficiency and implementing change.

Required profile

• Australian or New Zealand citizenship, or an Australia visa granting work rights for this role; visa sponsorship is not available.
• Strong customer service skills and a genuine passion for a positive experience for patients and carers.
• Excellent communication and interpersonal skills, with resilience, adaptability and sound judgement in challenging situations.
• Highly organised, able to balance competing priorities, work independently and as part of a team.
• Confident with computers and able to work a rotating roster across seven days, including early mornings and late nights.

Work schedule

• Monday to Friday, shifts 7:30 am to 4:00 pm or 1:00 pm to 9:30 pm; current coverage is 7:30 am to 9:30 pm, with possible extension later.

What we offer

• Competitive pay and not-for-profit salary packaging.
• Transfer of qualifying service and leave entitlements.
• Study leave and Curran Foundation scholarships.
• Fitness Passport, discounted private health and cultural recognitions.

Applications close on 12 November 2026; shortlisting begins immediately. Candidates submit a resume and a brief cover letter addressing the "About You" criteria. The role is not open to recruitment agencies.