Patient Experience Officer

Job Description:
Role title: Patient Experience Officer (Morning and Afternoon Shifts)
Role type: Permanent full Time
Role grade: Administration Officer Level 5, Year1/2
Department and location: Emergency Department, St Vincent’s Public Hospital, Sydney
Salary: $82,337.78 - $84,205.25 + super + salary packaging
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.
Read on to explore this exciting role and the fantastic perks waiting for you here.
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.
How to apply
The closing date for applications is 12 November 2026. Shortlisting for this position will commence immediately. We encourage you to apply promptly as the advertisement may close early should a suitable applicant be sourced.
Please submit your resume and a brief cover letter highlighting how your interest, skills, and experience align with each of the things listed in the About You section of this job advert.
Respectfully, this role is not open to recruitment agencies.
Review the following documents:
How to upload and address the selection criteria
Job Demands Checklist and Health Declaration Form
Position Description
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.
For further information, visit https://www.svha.org.au/about-us/reconciliation or get in contact at indigenouscareers@svha.org.au
View Reconciliation Action Plan