• People & Patient Experience
  
• Ongoing Position
  
• 38 hours per week

about us

The Royal Women’s Hospital is Australia’s first and largest specialist hospital dedicated to improving the health and wellbeing of newborns and women of all ages. To join the Women’s is to be instrumental in forging progress towards health equity for women from ground-breaking research through to the bedside delivery of multi-disciplinary clinical care.

Creating exceptional experiences is at the heart of everything we do for our patients, their families, and our people across our specialised services within maternity, neonatal and women’s health.

The People and Patient Experience Team is responsible for providing strategic and operational services to support the experience of patients and consumers, and our employees at the Women’s.

We listen to and partner with our people, patients, their families, carers and consumers to gain insights and improve our services. We support the organisation to achieve the people and patient experience objectives of the Women’s Strategic Plan.

Your contribution

Reporting to the Director, People & Patient Experience, the Manager of Patient and Visitor Services leads a dedicated team of passionate staff who support the delivery of exceptional patient and consumer experience, including:

• The Women’s Welcome Centre
• Information Desk, Switchboard and Hospital Support Team
• Women’s Consumer Health Information
• Volunteer Program

This role supports the delivery of a seamless experience for patients and consumers navigating our services by:

• Leading the planning and implementation of initiatives across the portfolio ensure we meet the diverse needs of patients and consumers in navigating our services and physical spaces
• Connecting our patients and community to leading, reputable health information
• Developing and implementing plans to continue to evolve the Women’s Welcome Centre as a valued patient experience support service, as part of our wider patient experience program
• Partnering with patients and consumers to design and inform best practice patient experience initiatives within the scope of the team

About you

To be successful within this role you will need to have:

• Significant experience in leadership roles — Customer Service Manager, Senior Team Manager, project management, service delivery and service improvement roles.
• General management experience and person-centred leadership experience
• Knowledge of best practice customer service and customer experience ideology.
• Ability to perform under pressure, be organised, prioritise effectively and work in a collaborative manner
• Strong experience in engaging and relating with people — front-line, key stakeholders, patients and consumers.

Our offering

When you join the Women’s you unite with talented people who share your purpose and unwavering determination to advance health outcomes for all women. You will find a workplace that is collaborative, progressive and passionate about learning and working together in multi-disciplinary teams to ensure you find the exceptional in your everyday.

Our staff benefits program includes salary packaging, on-site car parking and childcare (subject to availability), alongside a range of discounted financial, lifestyle and wellbeing benefits provided by our staff benefit partners. To learn more, please visit: our website.

We are proudly Breastfeeding Association accredited. The Women’s is committed to gender equity principles and our people have an awareness of and sensitive approach to violence against women/family violence matters.

The Women’s is an equal opportunity employer committed to diversity and social inclusion. We welcome applications from culturally and linguistically diverse backgrounds, including those from Aboriginal and/or Torres Strait Islanders, people with lived experience of disability and people who identify as LGBTI.

It is a policy of the Women's to provide reasonable adjustments for persons with a disability. If you need assistance or adjustments to fully participate in the application or interview process, please contact the hiring manager listed under 'Contact Person'

Ready to make the move?

For more information about the position, please see the Position Description attached and apply online by selecting Apply Now below.

All appointments to the Women’s are subject to a satisfactory clearance of Working with Children Check and Police Check.

COVID-19 Vaccination Requirement

Please be aware that in line with the Health Minister's Covid-19 Mandatory Vaccination Order, all workers at the Women's regardless of role, will be required to be fully vaccinated for COVID-19 or hold an acceptable medical exemption.

If you were fully vaccinated (two doses) before the 12th of September 2021, you will also be required to provide evidence of having received a booster by the 12th of February 2022. If you received your second dose after the 12th of September 2021 and are not yet eligible to receive your booster, you will be required to show evidence of having received it by the 29th of March 2022.

All applicants will be required to provide acceptable evidence of their vaccination status.

If you would like to receive this information/publication in an accessible format (such as large print or audio) please call our HR Enquiries line on: 03 8345 2080, or email [email protected] using the subject line: Manager Patient and Visitor Services enquiry via EthicalJobs.