Patient and Employee Experience Leader

The Patient & Employee Experience Leader is responsible for the ongoing development, management and delivery of, the Patient experience Strategy Exceptional Staff – Extraordinary Quality and Care plan and the associated program of work including evaluation.  The role is responsible for implementing strategies to help create an intensely human culture, where unforgettable employee and patient experiences are paramount.

The incumbent is required to proactively develop, monitor, analyse and evaluate innovative employee and patient experiences programs, using best practices from healthcare as well as other industries. This will allow Peter Mac to continue to strengthen its culture of service excellence. 

This role creates proactive strategies and programs to strengthen employee/team dynamics, mapping patient experience, automating processes and designing trainings for employees. They will draw from and corroborate internal and external data Peter Mac has available (such as the VPSC People Matter Survey) to prioritise and drive programs for the benefit of patient and staff experience and wellbeing.

This person will partner with internal stakeholders to ensure initiatives are aligned to provide an exceptional experience across the entire organisation.  They will collaborate with the leadership group and teams to anticipate patient and employee needs and develop programs around the opportunities identified.  In addition, the incumbent will utilise existing patient and staff experience data and work with teams to adjust programs to achieve continuous improvement.

This position requires a dynamic, collaborative leader, who thrives on innovation and change. The incumbent will foster an environment of constant discovery and facilitate new ways to maintain, enhance, and develop a culture based on Peter Mac’s core values.  This position requires the ability to lead organisational change and strong influencing skills to ensure success with key stakeholders. 

The Patient and Staff Experience Leader will report to the Director of Prevention and Wellbeing, and will take direction from the Executive Director of People and Culture and Executive Director of Clinical Governance and Strategic Projects, while collaborating closely with all members of the Leadership Team and relevant stakeholders. Namely, Quality, Operations, Clinical Leaders, Improvement teams.