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Patient Experience Support Officer (Health Manager Lvl 1) - SWSLHD Mental Health Service - Perm FT
South Western Sydney Local Health District
·
3.9
Liverpool NSW
$91,326 - $121,497 a year
Permanent, Full-time
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Job details

$91,326 - $121,497 a year
Parental leave, Annual leave, Gym membership, Employee assistance program, Salary packaging, Maternity leave
Permanent, Full-time
Liverpool NSW

Full job description

Requisition ID: REQ704513

Employment Type: Permanent Full Time, 38 hours per week

Remuneration: $91,326.00 - $121,497.00 per annum + 12% Superannuation + Salary Packaging + Flexible Working (subject to approval)

Location: SWSLHD District Wide Service

Applications close: 22/11/26

Contact: Kate Butler - Director of Patient Safety and Quality on kate.butler1@health.nsw.gov.au


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
Are you passionate about improving the experiences of consumers, carers and families accessing health services? An exciting opportunity exists for a Patient Experience Support Officer to join the Mental Health Service and play a key role in strengthening consumer-centred care across South Western Sydney Local Health District.

  • Work closely with the Patient Experience Manager and Director of Patient Safety and Quality - coordinating consumer feedback and complaints processes, support open disclosure activities, analyse patient experience data and contribute to quality improvement initiatives that positively impact service delivery.
  • You will have the opportunity to collaborate with a diverse range of stakeholders, provide guidance on complaints management processes, and help drive meaningful improvements in patient safety, quality and consumer experience.
  • This position is ideal for someone who enjoys solving problems, building relationships, managing competing priorities and making a tangible difference to the experiences of consumers and their support networks.

Are You the Right Fit?
The successful candidate will be a highly organised and proactive professional with experience coordinating complaints, feedback or quality-related processes in a healthcare or comparable environment.

  • The ideal applicant will possess strong communication and interpersonal skills, enabling them to engage sensitively and professionally with consumers, carers, clinicians and managers, particularly when dealing with complex or emotionally sensitive matters.
  • Applicants must demonstrate the ability to analyse information, identify trends and develop practical solutions that support continuous service improvement.
  • A collaborative approach, sound judgement, attention to detail and the ability to manage multiple priorities while maintaining high-quality outcomes will be critical to success in this role.
  • Lastly, candidates must also be committed to consumer-centred care and driven by a genuine desire to improve patient experiences and contribute to safer, higher-quality health services.

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 a time when you coordinated the management of a complaint, consumer feedback matter or other complex issue requiring input from multiple stakeholders. How did you manage the process, ensure timely outcomes and maintain effective communication throughout?
  • Provide an example of how you have used data, feedback or trend analysis to identify an opportunity for improvement and implement a change that enhanced service delivery, consumer experience or organisational outcomes. What was your role and what was the result?

  • Applicants must possess an Australian C-Class driver's license (including P1 or P2). Those who hold a C class license (P1 or P2 included) from a state other than NSW must obtain a NSW C class (P1 or P2 included) license within three months of appointment. Learner's licenses are not permitted.


If you’d like more details, we’re here to help.

  • Position Information
    • Applicants will be assessed against the criteria in the Position Description.
  • How to Apply
    • Read our application guide and tips for improving your application.
  • Diversity, Culture & Inclusion
    • We are proud to be an equal opportunity employer dedicated to accessibility and a supportive recruitment experience. If you require adjustments or assistance during the application process, please contact SWSLHDJobs@health.nsw.gov.au
    • We value the diverse backgrounds, experiences, and perspectives of our workforce and are committed to fostering a respectful and welcoming environment. We strongly encourage applications from Aboriginal and/or Torres Strait Islander peoples, people with disability, neurodivergent individuals, those from Refugee, multicultural and multifaith backgrounds, and members of the LGBTQI+ community.
  • Aboriginal Workforce
    • For Aboriginal candidates who would like to talk to our Aboriginal Workforce Team, please contact SWSLHD-AboriginalWorkforce@health.nsw.gov.au. Support is also available through the Stepping Up website.


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


Additional Information

  • Vaccination Requirements
    • All staff must meet NSW Health’s vaccination and screening requirements before starting.
  • Child Safe Employment
    • South Western Sydney Local Health District is dedicated to fostering a child-safe environment that respects and upholds the rights of children and young people, aligned with NSW Health’s commitment to implementing the Child Safe Standards. We aim to ensure that children and young people feel safe, supported, and included in their care. All current and prospective staff are expected to prioritise the safety, welfare, and well-being of children and young people, actively working to protect them from harm and abuse.
  • Temporary Positions
    • For fixed-term or temporary contracts, there may be opportunities for ongoing permanent employment, subject to policy and organisational requirements.

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