SCHN Consumer Experience Manager

• Implement and lead the Patient and Family Experience components of the Sydney Children’s Hospitals Network (SCHN) Clinical Governance Framework, as informed by the SCHN Strategic Plan, the National Safety and Quality Health Service (NSQHS) Standards, Elevating the Human Experience – Our Guide to Action, the Carer’s (Recognition) Act 2010 (NSW) and any other relevant NSW Health materials.
• Provide organisational coordination and leadership of patient and family experience from ward to Board, including but not limited to:

1. Overall responsibility for the Patient Reported Measures (PRMs) program
2. Overall responsibility for all patient and family complaint management
3. Overall responsibility for patient and family engagement, including implementation of priorities as directed by the Director of Safety, Quality and Governance, the Executive and Board
4. Overall responsibility for carer support programs
5. Management of the Patient and Family Experience Team (including the Patient Reported Measures Project Manager, the Patient Friends, the SCHN Patient and Family Engagement Leads, and the SCHN Carer Support Officers).
6. Oversight of strategies to improve the patient and family experience
7. Involvement and leadership provided for projects that impact patients and families
    

The SCHN Consumer Experience Manager is a senior member of the Clinical Governance Unit, and is expected to provide appropriate support of other streams of work as needed / directed. 

 Additional Benefits (for eligible employees): Flexible work opportunities, Salary packaging and meal entertainment benefits, accrued days off (ADOs), fitness passport, employee assistance program (EAP)

How to Apply:
Click ‘Apply Online’ and submit your application including:

• A resume (maximum 5 pages) outlining your experience
• Responses to the questions below:

1. Relevant tertiary qualifications and / or extensive work experience
2. Extensive experience working in partnership with patients, families and carers with warmth and enthusiasm
3. Demonstrated high level communication skills (written and verbal); facilitation and meeting coordination skills; with high level negotiation, conflict resolution and problem solving skills
4. Demonstrated ability to build staff capacity to support patient and family involvement in health services planning, improvement, evaluation and service development.
5. Demonstrated ability to be self-directed, show initiative and motivate others.
6. Experience and leadership in the identification and implementation of quality improvement initiatives that impact on patient safety and positive patient experience.
7. Demonstrated experience in acting as an advocate for positive patient experiences and participation in health care decision making with empathy and compassion.
8. Demonstrated project management; change management and time management skills, to manage of multiple projects and deadlines.