Position Title: Patient Experience Officer
Employment Type: Maximum Term, Full Time (Up to June 2024)
Hours per week: 38 hours
Position Grade: Administration Officer Level 5 Year 1/2
Salary: $70,049.20 to $71,717.36 base per annum
Enterprise Agreement: The Named NSW (Non-Declared) Affiliated Health Organisations' Health Employees Agreement 2019
Department Name: Emergency Department

About us:
St Vincent’s Hospital Sydney is a leading not-for-profit organisation providing health services to our community. Guided by our values of compassion, excellence, integrity and justice, we promote a culture of diversity and inclusion and empower our people to learn, grow and innovate.

Benefits of working at St Vincent’s include:

• Generous salary packaging and Fitness Passport for eligible staff
• Opportunity to access a large range of clinical and non-clinical education programs
• Supported post graduate opportunities within applicable fields
• Career development opportunities across the St Vincent’s Health Australia Network
• Employee Assistance Program
• Work/Life balance

About the role:
Our nationally recognised Emergency Department at St Vincent's Hospital is seeking a experience focused individual to complement our expert team of health professionals.

The positions will be based across all areas of the Emergency Department, but predominantly in our waiting areas, improving the experience for our consumers. The role is required to work across the 7 day week and includes an 8-hour morning/evening shift pattern, including start times of 07.30 am and finish times of up to 10 pm.

This role is designed to improve the consumer experience in our busy Emergency Department by utilising your existing excellent customer service skills to improve and enhance the experience that our consumers receive. Our Emergency Department is values-based and is dedicated to providing emergency care to all members of our community. We are a mission-focused and driven organisation committed to delivering care to all members of our community.

Reporting to our Nurse Manager, you will be well supported by our senior nursing, medical and administrative staff in implementing customer-focused communication and initiatives in the Emergency Department. Additionally, you will work with our organisational Patient Experience Manager to develop person-centred strategies to improve the experience of our consumers.

Training will be provided locally and in conjunction with the Ministry of Health. Whilst a health background is advantageous, it is not necessary, and we welcome people from all backgrounds that have experience in customer service improvement.

About you:
You will need to be positive, solution-focused, calm, and work well under pressure. You will have the ability to deescalate challenging and emotional situations, normalising the hospital environment.

This position requires a Working with Children Check (WWCC) issued by the Office of the Children's Guardian. For more information and how to apply, please visit the Office of the Children's Guardian website www.kidsguardian.nsw.gov.au/working-with-children/working-with-children-check

The vacancy is open to Australian citizens, New Zealand citizens who hold a valid New Zealand passport, Australian permanent residents and those non-residents deemed by the Department of Immigration and Citizenship to be eligible to work in Australia only.

Our Culture:
St Vincent's is committed to employing a workforce that reflects the community we care for. We strongly encourage applications from people that are Aboriginal and Torres Strait Islander, culturally diverse, sexuality or gender diverse and/or living with disability.

Employment with St Vincent's is subject to you having current immunity status that complies with the Occupational Assessment, Screening & Vaccination against Specified Infectious Diseases - NSW Health Policy Directive (PD2022_030). Appointment and ongoing employment will be subject to continued compliance with this policy directive.

Application Instructions:
To have you application considered you are required to upload a current CV/Resume as well as a separate cover letter/document addressing the ‘Selection Criteria’ as below. Internal applicants i.e. current employees of St Vincent’s Hospital or an entity of SVHA are required to apply via their Workday account.

Selection Criteria

• Personal integrity and demonstrated commitment to the Philosophy, Mission and Values of Mary Aikenhead Ministries and St Vincent's Health Australia.
• Demonstrated customer focused service delivery skills
• Demonstrated resilience, flexibility and initiative excellent interpersonal skills, and the ability to interact and work as part of a team.
• Demonstrated ability to work independently with minimal supervision
• Sound negotiation skills and demonstrated ability to problem solve
• Demonstrated ability to balance competing demands to ensure optimal patient care and safety
• Computer literacy

Applicants that do not address the selection criteria will have their application automatically culled.

Applications Close: 14 October 2022.