Patient Experience Officer - Campbelltown Emergency Department

Patient Experience Officer - Campbelltown Emergency Department

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

Campbelltown Emergency Department is seeking a Patient Experience Officer – Permanent Part-Time who is passionate about improving the experience of patients and families during some of the most critical moments in their healthcare journey. In this fast-paced ED, you will play a central role in bridging communication between consumers and clinical teams, ensuring care remains respectful, compassionate, and person-centred. You will provide clear communication, wayfinding support, and timely updates, working side-by-side with nursing, medical, and support staff to enhance patient flow and ensure families feel informed and supported throughout their visit.

In this role, you will contribute directly to service improvement and quality initiatives, assisting with feedback, concerns, and compliments, and helping develop strategies that strengthen consumer engagement. Your impact will be meaningful every day, particularly during high-pressure moments, as you help create a welcoming, culturally safe, and inclusive environment for all who enter the Emergency Department. This is your opportunity to make a real difference in a team committed to delivering safe, high-quality care to a diverse and rapidly growing community.

Are You the Right Fit?

You bring empathy, professionalism, and a genuine commitment to patient-centred care, with the ability to practice active listening and communicate clearly in busy or emotionally heightened situations. You maintain strong attention to detail when documenting feedback and escalating concerns, and you work collaboratively within a multidisciplinary team to ensure patients and carers consistently receive timely, accurate, and supportive communication.

You demonstrate resilience and sound judgement in a fast-paced Emergency Department and thrive in roles where compassion, service, and teamwork drive positive outcomes. Experience in healthcare, customer service, or consumer engagement is desirable, and you’re motivated to support patients and families through proactive engagement and exceptional service. If you are ready to make a lasting difference in one of the region’s busiest EDs, we’d love to hear from you.

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.

• Describe your previous experience in healthcare, customer service, or patient/consumer engagement. What skills or approaches did you use to support patients, families, or clients effectively?
• Describe a time you supported a patient, family member, or customer in a challenging or emotional situation. How did you communicate effectively, and what was the outcome?
• In a busy environment with competing priorities, how do you stay organised and ensure concerns or feedback are followed up appropriately?

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

Key Skills/Competency

• Patient Engagement
• Customer Service
• Active Listening
• Empathy
• Communication Skills
• Problem Solving
• Team Collaboration
• Feedback Management
• Cultural Sensitivity
• Healthcare Administration