Quality Support Officer

**Join the Quality & Patient Experience Team — where listening, empathy and impact come together.**

**Remuneration**: $36.45 - $37.29 Per Hour + 12% Superannuation + Salary Packaging
**Location**: Maitland and Kurri Kurri Hospitals
**Employment Type**: Permanent Part Time
**Position Classification**: Administration Officer Level 4
**Hours Per Week**: 30
**Requisition ID**: REQ591430
**Applications Close**: Sunday, 17th August 2025

**About the Role**:
We’re searching for a proactive and emotionally intelligent Quality Support Officer to join our team, where no two days are ever the same. In this dynamic and high-impact role, you'll be the first point of contact for consumer feedback and complaints - handling sensitive matters with professionalism, empathy and tact.

You’ll also play a pivotal role in coordinating legal and regulatory correspondence, supporting internal quality systems (like audit and policy registers), and assisting the Quality Manager with a range of administrative functions. This is a unique opportunity for someone who thrives on meaningful work, values service continuity, and enjoys being at the centre of communication between consumers, clinical teams and senior executives.

**In this role, you’ll**:

- Coordinate and track consumer feedback and complaints, ensuring timely and respectful responses
- Support legal and external requests, including police and medico-legal enquiries
- Manage and maintain critical internal registers (audit, policy and more)
- Liaise confidently with staff across all levels, including General Managers and clinical teams
- Assist the Quality Unit Manager with a wide range of administrative and coordination tasks
- Represent the service with empathy, professionalism and discretion in both written and verbal communication
- Help drive improvements in patient experience by capturing and acting on key insights

**About You**:
You're a people-focused admin all-rounder who can think on your feet and handle complexity with care. You're experienced with customer-facing work (including on the phone), capable of diffusing tense situations, and passionate about making real impact from behind the scenes. You’re comfortable working independently but know when to collaborate and escalate appropriately.

**You’ll need to demonstrate**:

- Strong verbal and written communication skills across diverse audiences
- Well-developed problem-solving and de-escalation skills
- Ability to work autonomously and manage competing priorities
- Experience using Microsoft Office Suite and other administrative systems
- A customer-first mindset, with the maturity to navigate sensitive and confidential matters

**Why Join Us?**

At Hunter New England Health, this isn’t just another admin job - it’s a chance to make your mark in patient advocacy, service quality and health equity.

**In this role, you’ll enjoy**:

- Flexibility: 30 hours per week with negotiable work patterns across the week
- Purpose: Be the trusted voice for consumers and help drive positive change
- Access: Work closely with leadership, including direct support to the General Manager
- Support: Join a passionate, collaborative and experienced team
- Stability: Permanent part-time role with access to salary packaging and leave entitlements

**Additional Information**:

- An eligibility list will be created for future permanent part time and temporary part time vacancies.

**Ready to help shape the future of patient experience?**

**Need more information?**

1) Click here for the Position Description

**Information for Applicants**:
**This is a Category B position.**Recommended applicants will be reviewed for compliance with NSW Health policy directive PD2024_015: Occupational Assessment, Screening and Vaccination against Specified Infectious Diseases for Category B positions prior to offer. All new employees must agree to comply with the requirements outlined in the policy.

Hunter New England Health employees may be **eligible for a range of**benefits** such as allocated days off (ADO) for full time employees, long service leave, paid maternity leave, and salary packaging options including meal expenses.

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