Customer Services Team Leader

The Hospital:

The Royal Children’s Hospital’s (RCH) Vision is “A world where all kids thrive”.

RCH is a cornerstone member of the Melbourne Children’s Campus, partnering with Murdoch Children’s Research Institute, The University of Melbourne Department of Pediatrics and The Royal Children’s Hospital Foundation.

RCH has cared for the children and young people of Victoria for more than 150 years since it was founded in 1870. A full range of paediatric and adolescent health services are provided plus tertiary and quaternary care for the most critically ill and medically complex patients in Victoria. Tasmania, southern NSW and other states around Australia and overseas. The Hospital has more than 6,000 staff, a budget of $850M, 12 wards and 350 beds. Annually, the RCH has 300,000+ Specialist Clinic appointments, 90,000+ Emergency Department presentations and 20,000 elective surgeries.

The RCH is committed to the Child Safe Standards. 

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact.

For further Information on RCH is available here.

About the Role

This is a permanent Full Time position at 1.0 FTE /80 hours per fortnight within the Allied Health Administration department. 

You will be responsible for the delivery of all specialist clinic related activities associated with the assigned desk, appointment booking and call centre, ensuring excellence in customer service and quality standards. You will report directly to the Manager Administration, Allied Health & Specialist Clinic Reception B (SCB) to form part of the wider Coordinator group, supporting continuous improvement initiatives within the Specialist Clinic environment.

What you’ll achieve:

• Lead and support the ongoing education of team members regarding the business requirements for departments and clinics
• Contribute to the implementation and maintenance of specialist clinics procedures, processes, and standard workflows by ensuring all documented resources are maintained and up to date
• Review and investigate customer feedback and work with the Administration Manager to provide appropriate response and improvement opportunities
• Responsible for the overall delivery of customer service and quality standards
• Manage and coordinate the specialist clinic room bookings, by regularly reviewing capacity and vacancy to ensure optimal usage

Classification for this position will range from Grade 4 Year 1 to Grade 4 Year 5 AO41 – AO45 (base salary $79,263 to $88,306 per annum, plus superannuation)

Your skills and experience:

• Tertiary qualification in a related field along and/or relevant industry experience (preferably in healthcare)
• Demonstrated experience in people management, highly developed communication skills and interpersonal skills
• Demonstrated experience performing a similar role and leading a small to mid-size team to achieve customer service facing activities in an outpatient clinic setting or relatable environment
• Demonstrated experience using database systems to develop reports and analyse data

If this sounds like you, click here to view the position description.

About Allied Health Administration

The Allied Health Administration Department is within the Allied Health Directorate which sits under the Executive Director of Nursing and Allied Health. This team works closely with the Allied Health Managers who offer allied health NDIS services which include Nutrition, Orthotics & Prosthetics, Occupational Therapy, Aquatic Physiotherapy and Equipment Distribution Centre.

Application process

To apply, you will need a resume and a tailored cover letter outlining your skills, experience, and suitability for the position in line with the requirements of the position description.

Shortlisting for this position will commence immediately, we encourage you to apply promptly!

For more information about this position please contact Carmel Italiano, Manager Allied Health Administration on Ph: 03 9345 9300 Email: Carmel.Italiano@rch.org.au

Why work at the RCH?

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact. We offer the opportunity to work in world-class facilities,  surrounded by Royal Park and only a short tram trip from the heart of Melbourne city.

We also offer discounted staff parking, salary packaging, and an award-winning health and wellbeing program.

The RCH is committed to a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse background,  all members of the LGBTQI community and people with disability.

It is a requirement of your employment that you be fully vaccinated against Covid-19, and Influenza annually for Category A and B roles, in compliance with any public health orders in place at the relevant time, unless you have a medical exception in line with those public health orders, which has been accepted by The Royal Children’s Hospital.  Applicants will be required to provide their Australian Government Immunisation History Statement, it is a requirement of the RCH to collect, record and hold vaccination information.

It is also a requirement of your employment that you comply with any direction given by The Royal Children’s Hospital that you be vaccinated against, or prove immunity to, any other disease, unless you have a relevant exemption

Are you ready to join our team? 

 Apply online by clicking on the “Apply” button

Applications close 30 May 2023