Patient Experience Officer
Patient Experience Officer - Hornsby Ku-ring-gai Hospital Emergency Department.
Employment Type: Permanent Full Time
Position Classification: Administration Officer Level 5
Remuneration: $1,517.31 - $1,551.72 per week
Hours Per Week: 38
Requisition ID: REQ661208
Who we are: We are a health service that touches thousands of lives across the Northern Sydney Local Health District, together as a team of like-minded people. We are passionate, driven and have the skills and knowledge to care for our patients whilst creating the best services possible. Our teams have meaningful, interesting and rewarding work everyday. We challenge and nurture each other, sharing our knowledge and experience so that we can deliver better care for everyone There’s a real sense of belonging here because we value and respect our patients, employees, and teams’ voices. You’ll feel a real privilege being a trusted caregiver in our patients, their families, their carers, and our communities’ lives.
NSLHD is proud of our diverse and inclusive workplaces, a place where health care professionals can thrive and feel they belong. We are committed to ensure that all our people feel respected and participate safely within a work environment without aggression, sexual harassment, discrimination and racism.
Where you'll be working
Hornsby Ku-ring-gai Hospital Emergency Department.
What you'll be doing
The role of the Patient Experience Officer will be one that is customer focused and passionate about delivering a great customer experience every day . This position is responsible for enhancing effective patient and carer communication, particularly between the patient, carer and clinical staff . The focus of the role is improving the experience for patients located in the waiting room of the Emergency Department and will oversee the coordination of patient and carer communication.
People of Aboriginal and/or Torres Strait Islander background are encouraged to apply.
Candidates will need to meet the following criteria.
- Can you describe a time you identified a poor patient experience in a high-pressure environment (such as a waiting room) and what actions you took to improve it?
- How do you effectively communicate with distressed patients or carers while also maintaining strong coordination with clinical staff?
- Give an example of how you have managed or de-escalated a non-clinical complaint or conflict. What was the outcome?
Need more information?
1) Click here for the Position Description
2) Find out more about applying for this position
For role related queries or questions contact Kenneth Mcnoe on ken.mcnoe@health.nsw.gov.au
This is a NSW Health Category A position which requires immunisation and screening for certain diseases. The full list of requirements are outlined in the NSW Health OASV Policy (Page 11). You will be required to complete the OASV Undertaking/ Declaration Form and TB Assessment Tool during the recruitment process. Please upload this with your application along with any other vaccination evidence that you may have.
The team enriching health in millions of ways every day.
Applications Close: 27 May 2026
Tentative Interview Date: Week Commencing 3 July 2026
