Patient Experience Manager

Lead patient-centred service improvementChampion consumer partnerships and open disclosureDrive quality, collaboration and compassionate careCreate meaningful impact by managing consumer feedback, leading open disclosure, and strengthening patient and family experience across Mental Health Services.Employment Type: Temporary Full Time (up to 6th July 2026)Position Classification: Health Manager Level 3Remuneration: $66.69 - $75.76 per hourHours Per Week: 38Location: Cumberland Hospital, North Parramatta Where you'll be workingJoin Western Sydney Local Health District at the historic Cumberland Hospital, North Parramatta—NSW’s largest and Australia’s oldest mental health facility. Be part of a service leading innovative, respectful and collaborative care within a major new Integrated Mental Health Complex.Work within a purpose-driven Mental Health Service supporting local and broader communitiesEngage in diverse clinical environments delivering primary through tertiary mental health careThrive in a culture grounded in CORE Values and lifelong professional growthCollaborate with an experienced, multidisciplinary team committed to service excellenceContribute to transformation across Western Sydney’s mental health landscapeWhat You'll Be DoingAs the Patient Experience Manager, you’ll lead a proactive, patient-centred approach to improving consumer and family experience across the Mental Health Service. You will coordinate feedback processes, guide open disclosure, support medico-legal and coronial responses, and drive quality improvement initiatives.Manage and coordinate consumer feedback, investigations and complaint resolution processesBuild strong relationships with consumers, families, clinical teams and regulatory bodiesLead open disclosure processes and champion compassionate communication practicesSupport medico-legal, HCCC, and coronial inquiry responses to ensure timely, accurate coordinationDrive key quality programs including YES and CES surveys, supporting the service to act on insightsReady to make a meaningful difference?Join NSW Health and help shape safer, more compassionate and connected mental health care. Apply now to empower consumer voices and elevate patient experience across Western Sydney.How To ApplyApply online by submitting your resume and addressing the criteria listed below by providing examples that demonstrate your ability before the closing date.Essential RequirementsLicense: Requires NSW Drivers licence as the position may require travel to different health facilities within WSLHD.Selection CriteriaRelevant tertiary health qualifications and/or relevant equivalent experience within a health service environment.Knowledge of NSW Health and WSLHD policies and guidelines relating to incident and complaints management, including NSW Health Incident Management Policy PD2020_047, NSW Health Complaint Management Guideline GL2020_008 and NSW Health Privacy Manual for Health InformationDemonstrated understanding of person-centred care, and ability to engage with consumers, carers and families in a collaborative and empathic manner that models and promotes workplace behaviours in line with NSW Ministry of Health and WSLHD values (Collaboration, Openness, Respect and Empowerment).Demonstrated ability to communicate, liaise, negotiate, and consult effectively with a variety of key stakeholders including senior health managers, members of the community, community groups, consumers, health professionals, health interest groups and Government agencies at all levels.Demonstrated conflict resolution skills and experience that demonstrates a capacity to resolve health service-related complaints.Excellent written skills with proven competency in the preparation of high quality, comprehensive, accurate clinical and administrative correspondence, reports, and documents.Demonstrated ability to work both independently and as part of a team with excellent time management skills and ability to meet deadlines. Requisition ID: REQ619087Applications Close: 27th November 2025Need 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 Cassandra Chan on 0448 889 547 / Cassandra.Chan@health.nsw.gov.auPeople with disabilities who meet the selection criteria are encouraged to apply; and where required, WSLHD will implement reasonable adjustment consistent with industry standard. Aboriginal and/or Torres Strait Islander people are encouraged to apply. Stepping Up aims to assist Aboriginal job applicants by providing information about applying for roles in NSW Health organisations. For more information, please visit https://www.steppingup.health.nsw.gov.au/ .Please note: A person who is not an Australian citizen or a permanent resident is only eligible for temporary employment for a period not longer than the duration of their current visa or a period not shorter than the duration of the advertised position.