This is a CCLHD - Patient Experience Officer role with NSW Health based in NSW, AU NSW Health Role Seniority - junior More about the CCLHD - Patient Experience Officer role at NSW Health Employment Type: Permanent Part Time Position Classification: Administration Officer Level 5 Remuneration: $39.92 - $40.83 Per Hour Hours Per Week: 12 Location: Wyong Hospital Requisition ID: REQ628176 Applications Close: Sunday, 1 February 2026 at 11.59pm Are you passionate about delivering outstanding customer service and making a real difference in people’s lives? We are seeking a Patient Experience Officer to play a vital role in improving the experience of patients and carers in our Emergency Department waiting room. This is a rewarding, people-focused role where empathy, communication and initiative come together to create a welcoming, supportive environment during what can be a stressful time for patients and families. About The Opportunity 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 ensure clear, timely and compassionate communication, proactively address concerns, and help create a positive and respectful experience for everyone who enters the department. This role will cover various shifts, working Monday to Sunday. Your focus will be on enhancing communication, reducing anxiety, and improving the overall waiting experience. In this role you will: Coordinate clear and compassionate communication between patients, carers and clinical staff in the Emergency Department waiting room, building strong, collaborative relationships with triage and care teams. Enhance the waiting room experience by leading and supporting initiatives that improve patient satisfaction, promote inclusivity for diverse cultural groups, and create a welcoming environment. Provide timely, friendly support and issue resolution for patients and carers, including use of the GoShare application, early identification of concerns, and professional management of escalated non-clinical issues. Drive service improvement and efficiency by contributing ideas, maintaining strong knowledge of Wyong Hospital services and facilities, and proactively improving processes that support patient-centred care. For more information about this role, please view the Position Description. About You We are looking for someone who has: Passion to deliver exceptional patient and carer experiences, with a genuine commitment to compassionate, patient-centred service in a fast-paced environment. Excellent communication and interpersonal skills, enabling you to confidently engage with patients, carers and clinical staff to ensure clear, coordinated and respectful communication. Values regarding inclusion and cultural sensitivity, creating a welcoming environment for people from diverse backgrounds and ensuring everyone feels respected and supported. Organisational skills, with the ability to juggle competing priorities, contribute ideas to improve processes, and quickly build strong knowledge of hospital services and systems. 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 working part time hours, 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: 4394 1408 Email: Sharleen.Creighton@health.nsw.gov.au Click here to find out more about applying for this position. 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 in our Aboriginal Workforce Development Team at CCLHD-AboriginalWorkforce@health.nsw.gov.au or call 02 4320 3519 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. Stay Connected Follow us on Facebook, Instagram, and LinkedIn to stay up to date with career opportunities and the latest updates. 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 679 367. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Health team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Coordinating communication Enhancing patient experience Providing support Key Strengths ️ Communication skills ❤️ Empathy Organisational skills Cultural sensitivity A Final Note: This is a role with NSW Health not with Hatch.
