Patient Experience Manager

Job Description:
The role:
The PteHD Exceptional Experience Program seeks to support and empower staff to consistently deliver and improve the experience of our patients, residents, and families and carers. By placing the Program and Net Promoter Score (NPS) at the centre of the strategy, the Patient Experience is prioritised when designing and delivering services and person centred care in our Private Hospitals.
Acting as an enabler, the Patient Experience Manager will support the facility and staff with the implementation of the PteHD Exceptional Experience Program, including:

• information and materials to support meaningful partnerships with patients, residents, and families and carers;
• knowledge and skills to lead change as we work together to transform to an exceptional experience
• provision of clear metrics, actionable insights and executive reports;

The Patient Experience Manager will assist the PteHD Patient Experience Manager to lead the development, implementation and evaluation of Division and facility level initiatives aimed at delivering this experience within the PteHD. The Patient Experience Manager leads through influence and engagement with staff, working in conjunction with and through the hospital CEO, DCS, Quality Governance and Innovation Manger and the PteHD Patient Experience Manager.
Utilising current research, contemporary practice, and patient input and feedback including patient surveys, and employee engagement data and surveys to direct and drive progress, the Patient Experience Manager will advise on strategies and emerging issues.
Please note this is a permanent part time role FTE of 0.4
Our benefits:

• Salary packaging of up to $15,900 per FBT year (pay less tax and increase your take home pay), with increased benefits for full-time employees such as reduction to rent or mortgage payments, vehicle leasing and a meal entertainment card up to $2,600 a year
• Generous wellbeing discounts including gym memberships through Fitness Passport, private health insurance and our on-site pharmacy
• Attractive reward and recognition program
• Options to purchase additional leave in support of work life balance
• Convenient location close to cafes, restaurants and public transport
• Opportunity to join our workplace giving program, Give4Good

You will join a high performing team and a workplace with relationships built on mutual trust and respect. We value our staff and offer professional advancement in a respectful, collaborative and learning environment.
Your skills and experience:

• Knowledge of health / hospital industry and contemporary Patient Experience expectations.
• Demonstrated customer service experience and conflict resolution
• Ability to maintain collaborative and effective relationships with all multidisciplinary team members.
• Ability to work flexibly within the Facility and PteHD.
• Ability to provide practice and care consistent with the mission and philosophy of the facility.
• Ability to participate in and support education activities and to contribute to the development of self and other team members.
• Have a working knowledge and understanding of relevant regulations and legislation.
• Ability to contribute towards effective risk management within the facility, particularly in compliance with Work Health & Safety legislation.
• Ability to participate in quality improvement activities.
• Demonstrated intermediate knowledge of MS Office Suite, patient management databases, patient survey applications.
• Excellent verbal, written and interpersonal skills.
• A commitment to staff / patient confidentiality.

The Company:
St Vincent’s Private Hospital Sydney is one of Australia’s leading private hospitals, located in Darlinghurst. Our team of expert surgeons, nurses and allied health professionals deliver outstanding care, surgery and rehabilitation across a range of highly specialised surgical and medical services supported by several distinguished research institutes.
Our requirements:
Criminal record and child protection checks will be conducted and will form part of the selection criteria.
SVPHS has a duty of care under work health and safety legislation to eliminate and/or control the risk of transmission of vaccine preventable diseases (VPD) in healthcare settings. You are therefore required to comply with the SVHA Staff Health Screening Immunisation Policy, which, depending on the role you perform in the organisation will require you to undergo mandatory immunisations/vaccinations (including COVID-19 and flu vaccinations).
Apply now!
If this is the ideal role for you, apply today!
We are committed to equal employment opportunity, ethical practices, the principles of cultural diversity and promote a smoke free work environment.
St Vincent's Health Australia is committed to reconciliation and encourages Aboriginal & Torres Strait Islander people to apply for all advertised positions. For further information, visit https://www.svha.org.au/about-us/reconciliation or get in contact at indigenouscareers@svha.org.au.
Any questions?
If you would like to confidentially discuss this opportunity, please contact Leah.Hammond@svha.org.au
Position Description and Critical Job Demands Checklist:
Contact Details: Leah Hammond @ leah.hammond@svha.org.au
Alternate Contact:
Closing Date: 15 March 2024 11:59pm
Reconciliation Action Plan:
At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.
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