CCLHD - Patient Experience Officer

Are you passionate about making a difference in patient care? We're looking for a compassionate and proactive individual to join our vibrant team in the Wyong Emergency Department as a Patient Experience Officer.

In this frontline role, you'll be based in the Emergency Department waiting room, providing vital support and reassurance to patients and their families during what can often be a stressful time. Your presence will help create a positive and welcoming experience for all who walk through our doors.

Shift Details:

• Rotating roster across 7 days
• Shift start times of 7:00am, 11:00am and 1:00pm
• 24 hours per fortnight, the roster varies, with some weeks consisting of 8 hours and others 16 hours within the same fortnight, occurs throughout the monthly roster cycle.

If you thrive in a fast-paced environment and enjoy connecting with people, we'd love to hear from you.

As a Patient Experience Officer, you will be the key point of contact for patients and carers in the Emergency Department waiting room. Working closely with clinical staff, you will provide information, support and assistance, helping patients feel informed, welcomed and cared for throughout their care journey.

In this role, you will:

• Support patients and carers by providing timely information and assistance within the Emergency Department waiting room.
• Liaise with clinical staff to ensure effective communication and escalate concerns when required.
• Assist with patient communication platforms, including GoShare.
• Resolve non-clinical concerns and contribute to a positive customer experience.
• Identify opportunities to improve patient and carer experiences and support service improvement initiatives.
• Promote a welcoming, inclusive and culturally safe environment for all patients and visitors.

For more information about this role, please view the  Position Description 

We are looking for someone who has:

• Demonstrated customer-focused service delivery skills.
• Resilience, flexibility and initiative in a busy environment.
• Excellent communication, problem-solving, negotiation and conflict resolution skills.
• Proven ability to work autonomously and collaboratively within a multidisciplinary team.
• Strong interpersonal skills and the ability to build positive relationships with patients, carers and staff.
• Demonstrated competency in Microsoft Office applications including Word, Excel and Outlook.

Applicants must have current work rights in Australia or be a permanent resident or citizen. Unfortunately, we cannot consider applicants who do not meet this requirement.

Benefits 

• Work-Life Balance: Enjoy an accrued day off each month, 17.5% annual leave loading, and paid parental leave. 

• Financial Benefits: Boost your take-home pay with salary packaging, save on car costs with novated leasing, and access relocation assistance. 

• Health & Wellbeing: Stay active with discounted gym memberships (Fitness Passport), free flu vaccinations, telehealth support, and confidential Employee Assistance Program (EAP) counselling for you and your family. Plus, access discounted private health insurance. 

• Career Growth: Advance your career with free professional development courses and secondment opportunities. 

 
Need More Information? 
Sharleen Creighton
Phone: 02 4394 1*** 
Email: ***************@health.nsw.gov.au 

Click here to find out more about applying for this position. 

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Working for Central Coast Local Health District - NSW Health  

Central Coast Local Health District is committed to implementing the Child Safe Standards. 

Central Coast Local Health District is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

Aboriginal and Torres Strait Islander applicants can access support through the Stepping Up initiative, which provides guidance on the NSW Health recruitment process. You’re also welcome to reach out to Nathan Bramston-Dean in our Aboriginal Workforce Development Team at ***************@health.nsw.gov.au or call 02 4320 3*** for one-on-one support. 

 
Vaccination Requirements 

All NSW Health workers are required to comply with the Occupational Assessment, Screening and Vaccination Against Specified Infectious Diseases Policy Directive. This includes: 

• Category A positions: Mandatory evidence of protection against specified infectious diseases, including annual influenza vaccination and tuberculosis assessment.  

• Category B positions: Vaccination is recommended but not mandatory.  

Applicants must provide appropriate evidence of compliance prior to commencement. For detailed information, please refer to the NSW Health Occupational Assessment, Screening and Vaccination Policy. 

NSW Health strongly recommends all workers stay up to date with COVID-19 vaccinations as per the Australian Technical Advisory Group on Immunisation guidelines. However, COVID-19 vaccination is not a condition of employment. 

 
Additional Information 

An Eligibility List (E-List) or talent pool may be created from this recruitment episode to assist in filling future permanent, temporary, or casual full-time and part-time positions.  

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You are encouraged to complete applications on a week day where Technical Support is available Monday to Friday 8.30am to 4.30pm by phoning ROB Help Desk on 1300 679 ***.