Patient and Carer Experience Support Officer

• Champion patient-centred care and consumer advocacy

• Drive service improvement through meaningful patient feedback

• Influence positive healthcare experiences across Auburn Hospital

Build trust, manage consumer feedback and create exceptional patient experiences through advocacy, education and service improvement.

Employment Type: Permanent Full Time
Position Classification: Health Manager Level 2
Remuneration: $118,821 – $140,201 per annum
Hours Per Week: 38 (Job Share may be considered for part time hours)
Location: Auburn District Hospital

Where you'll be working
Join Auburn District Hospital, a vibrant and culturally diverse healthcare service committed to delivering safe, compassionate and patient-centred care. This is an exciting opportunity to play a key role in strengthening the voice of patients, carers and consumers while contributing to a culture of continuous improvement and excellence.

Working closely with clinical and non-clinical teams, you will help shape positive healthcare experiences and support initiatives that enhance patient satisfaction, engagement and outcomes across the hospital.

• Be part of a collaborative team focused on quality and patient experience

• Work directly with patients, carers, consumers and hospital leaders

• Contribute to meaningful service improvements that impact the community

• Lead consumer engagement and patient advocacy initiatives

• Join a workplace that values respect, inclusion and continuous learning

What you'll be doing 
As the Patient and Carer Experience Support Officer, you will support the delivery of patient-centred care by proactively engaging with consumers, managing feedback and driving initiatives that improve the patient experience. You will act as a key advocate for patients while supporting staff education and organisational learning.

• Engage with patients and carers through ward visits, feedback programs and consumer engagement activities

• Coordinate and manage compliments, complaints and consumer concerns in a timely, professional and responsive manner

• Analyse patient feedback data, identify trends and contribute to service improvement strategies and reporting

• Develop and deliver education and resources to support staff in complaint management and patient-centred care practices

• Promote patient dignity, autonomy and advocacy while fostering local resolution of concerns across the hospital

How to Apply
Apply online by submitting your resume and addressing the criteria listed below by providing examples that demonstrate your ability before the closing date.

Selection Criteria: 

1. Relevant tertiary qualifications and/or experience with complaints management consistent with the NSW Public Service capability profile

2. Demonstrated experience in managing complex and emotive matters in a sensitive and timely manner

3. Demonstrated advanced communication skills (written and verbal) with the ability to draft complex correspondence on behalf of the organisation for external agencies and commissions

4. High level negotiation/consultation skills and possessing emotional intelligence/resilience

5. The ability to work independently, to prioritise and meet deadlines and to engage key stakeholders to ensure timelines and milestones are met

6. Demonstrated problem solving skills, including the ability to collaborate with others

7. Evidence of personal commitment and capability to assist the facility in ensuring patient centric healthcare

Requisition ID: REQ685556
Applications Close: 25th November 2026

Need more information?

·         Find out more about applying for this position.

·         Review the detailed Position Description for insights into role requirements and criteria.

·         Explore the selection process, employment checks, outcomes and notifications.

·         For inquiries about the role, contact Amelia Oztopcu, Acting Director Safety & Quality on WSLHD-Auburn-PatientSafetyandQualityUnit@health.nsw.gov.au