Patient Experience Officer (Admin Off Lvl 5) - Emergency Department - Perm PT
Requisition ID: REQ698912
Employment Type: Permanent Part Time, up to 20 hours per week
Remuneration: $41.52 - $42.46 per hour + 12% Superannuation + Salary Packaging + Flexible Working (subject to approval)
Location: Bowral Hospital
Applications close: 18/10/26
Contact: Teniele McPherson - Nurse Unit Manager - Emergency on Teniele.McPherson@health.nsw.gov.au
With your skills and experience, you can contribute to the millions of ways we're enriching health, and develop your career as part of the largest health organisation in Australia.
Achieve Something Great
The Patient Experience Officer (PEO) role in the Emergency Department is a unique opportunity to make a meaningful difference to the experiences of patients and their families during some of the most challenging and vulnerable moments of their lives. As a key member of the multidisciplinary team, the PEO acts as a compassionate and approachable point of contact, helping to bridge communication between patients, carers and clinical staff while promoting a positive, patient centred environment.
- Work in a fast paced and dynamic setting while playing a vital role in enhancing patient satisfaction, providing real-time support, responding to concerns and ensuring patients and families feel informed, respected and cared for throughout their Emergency Department journey.
- Will contribute directly to improving the overall patient experience and fostering a culture of empathy, dignity and compassion.
- This role offers the opportunity to work closely with patients, families, clinicians, and support services to create a more positive healthcare experience while supporting the Emergency Department's commitment to safe, high quality and patient-focused care.
Are You the Right Fit?
The ideal Patient Experience Officer is a compassionate, approachable and resilient individual who thrives in a busy and often unpredictable healthcare environment. They are passionate about delivering exceptional customer service and are committed to ensuring every patient, family member and carer feels respected, informed and supported throughout their Emergency Department journey.
- Demonstrate exceptional communication and interpersonal skills, with the ability to engage effectively with patients, families, carers and staff from diverse backgrounds.
- Provide a calm and reassuring presence in a fast paced Emergency Department, supporting patients and families during periods of stress, uncertainty and heightened emotions.
- Show a genuine commitment to patient centred care, ensuring patients feel heard, valued and included in their healthcare experience.
- Build positive working relationships with nursing, medical, allied health, administrative and support teams to enhance communication and patient outcomes.
- Identify and respond to patient and family concerns proactively, facilitating feedback and contributing to timely resolution of issues.
- Remain organised and adaptable while managing competing priorities within a dynamic and high-volume Emergency Department environment.
- Contribute to a welcoming and supportive atmosphere that promotes dignity, respect and compassionate care for all patients and visitors.
- Take initiative in identifying opportunities for service improvement, supporting the Emergency Department's commitment to continuous improvement and excellence in patient experience.
- Display sound judgement and professionalism, maintaining confidentiality and acting with integrity in all interactions.
Selection Criteria
To help us assess your suitability for the role, please tell us as much as you can about yourself in response to the questions below.
- Please describe a situation where you provided exceptional customer service in a healthcare, community, or customer-focused environment. How did you identify and respond to the needs of patients, consumers, families/carers, or stakeholders, and what was the outcome?
- Provide an example of a challenging or high-pressure situation you have encountered in the workplace. How did you demonstrate resilience, flexibility and initiative to manage the situation, and how did you prioritise your work while operating with minimal supervision?
Describe a time when you worked collaboratively with a multidisciplinary team or diverse group of stakeholders to achieve a positive outcome. How did you build effective working relationships, manage differing needs or expectations, and utilise computer systems or technology to support your work?
If you’d like more details, we’re here to help.
Position Information
Applicants will be assessed against the criteria in the Position Description.
How to Apply
Read our application guide and tips for improving your application.
Diversity, Culture & Inclusion
We are proud to be an equal opportunity employer dedicated to accessibility and a supportive recruitment experience. If you require adjustments or assistance during the application process, please contact SWSLHDJobs@health.nsw.gov.au
We value the diverse backgrounds, experiences, and perspectives of our workforce and are committed to fostering a respectful and welcoming environment. We strongly encourage applications from Aboriginal and/or Torres Strait Islander peoples, people with disability, neurodivergent individuals, those from Refugee, multicultural and multifaith backgrounds, and members of the LGBTQI+ community.
Aboriginal Workforce
For Aboriginal candidates who would like to talk to our Aboriginal Workforce Team, please contact SWSLHD-AboriginalWorkforce@health.nsw.gov.au. Support is also available through the Stepping Up website.
More Than Just a Job – Why Work With Us?
Financial Perks
12% superannuation
Salary packaging and novated leasing via Smart Salary
Annual leave with 17.5% leave loading (for full-time and part-time staff)
One extra day off each month for full-time employees
Work-Life Balance
Flexible work options, including hybrid and varied hours (depending on the role)
Paid maternity and parental leave
Generous leave options like long service and carers leave
Grow Your Career
Access to learning opportunities through our dedicated Education and Organisational Development team, who support staff with training, workshops, and career development programs.
Health & Wellbeing
Discounted gym membership through Fitness Passport
Free and confidential support for staff and their families via our Staff Wellbeing and Support Service (EAP)
Wellbeing programs that promote mental health, resilience, and balance
Additional Information
Vaccination Requirements
All staff must meet NSW Health’s vaccination and screening requirements before starting.
Child Safe Employment
South Western Sydney Local Health District is dedicated to fostering a child-safe environment that respects and upholds the rights of children and young people, aligned with NSW Health’s commitment to implementing the Child Safe Standards. We aim to ensure that children and young people feel safe, supported, and included in their care. All current and prospective staff are expected to prioritise the safety, welfare, and well-being of children and young people, actively working to protect them from harm and abuse.
Temporary Positions
For fixed-term or temporary contracts, there may be opportunities for ongoing permanent employment, subject to policy and organisational requirements.
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