Patient Experience Manager

3 weeks ago

Sydney Western Suburbs, Australia NSW Health Full time

**Employment Type**: Permanent Full Time

**Position Classification**: Health Manager Level 3

**Remuneration**: $119,348.00 - $136,057.00 per annum

**Hours Per Week**: 38

**Requisition ID**: REQ376073

**Where you'll be working**
Western Sydney Local Health District (WSLHD) is responsible for providing primary and secondary health care for people living in the Auburn, Blacktown, and The Hills Shire, Holroyd and Parramatta Local Government Areas (LGAs) and tertiary care to residents of the Greater Western Region. We are committed to our vision of 'better health services for the people of western Sydney and beyond' and to the delivery of health care or related services in line with our core values of collaboration, openness, respect and empowerment.

**What you'll be doing**

Assisting and supporting the facility with the professional leadership, management and accountability of complaints management in collaboration with Divisions and the General Manager’s Unit in accordance with organisational / NSW Ministry of Health policies and procedures.
This position will work closely with the Divisional Patient Safety and Quality Officers and the Clinical Governance Unit supporting the improvement of the patient experience at Westmead Hospital
This is a senior role within Westmead Hospital, supporting delivery of high levels of patient centred care through the provision of timely, open and responsive management of consumer feedback
The Patient Advice and Liaison Officer is responsible for:

- providing leadership in the improvement of the patient experience primarily through the coordination and management of the complaints process in accordance with organisational/NSW Ministry of health policies and procedures in consultation with Divisions and the General Manager’s Unit
- coordinating responses to complaints received locally, through the Minister’s office and the Health Care Complaints Commission
- provision of advocacy to promote the dignity and autonomy of patients in the health care setting, supporting channels through which consumers may seek resolution to problems, concerns and complaints
- identification and participation in the provision of education regarding frontline complaints management to Westmead Hospital Divisions, frontline staff and consumers
- maintenance of complaints handling data collection and reporting for the executive management team and the NSW Ministry of Health IIMS Data Collection
- managing the General Manager’s Unit Governance Officer.

Other duties as directed by the General Manager
- People with disabilities who meet the selection criteria are encouraged to apply; and where required, WSLHD will implement reasonable adjustment consistent with industry standard._

**_Please note:_**_ To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency._

**Selection Criteria**:

- Relevant tertiary qualifications and/or experience with complaints management consistent with the NSW Public Service capability profile
- Demonstrated experience in managing complex and emotive matters in a sensitive and timely manner
- Demonstrated advanced communication skills (written and verbal) with the ability to draft complex correspondence on behalf of the organisation for external agencies and commissions
- High level negotiation/consultation skills and possessing emotional intelligence/resilience
- The ability to work independently, to prioritise and meet deadlines and to engage key stakeholders to ensure timelines and milestones are met
- Demonstrated problem solving skills, including the ability to collaborate with others
- Evidence of personal commitment and capability to assist the facility in ensuring patient centric healthcare

Need more information?
1) Click here for the Position Description

**Applications Close: 25th June 2023

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