AddressThe 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 Paediatrics 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 paediatrics 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 Full Time ongoing position at 80 hours per fortnight within the RCH interpreting service. We are seeking a highly enthusiastic, team orientated and experienced customer service professional to join the team.
The Booking Officer will ensure that customer demand is met by following established workflow processes and completing all daily administration tasks. This role has a strong focus on growth through the provision of high quality customer service.
What you'll achieve
- Allocate Interpreter bookings for patients/ families with the utilisation of EMR and external Portals
- Effectively answer and respond to all phone calls, email and online requests in a professional and timely manner
- Ensure requests for interpreters are promptly, timely and courteously processed, demonstrating fiscal responsibility and sourcing the most appropriately qualified interpreter and service type eg Telephone, Telehealth or Face to Face bookings
- Liaise and negotiate with key stakeholders as to the timing of appointments to optimise serviceability and utilisation of the interpreter workforce.
- Assist the in-house and agency interpreters by coordinating & negotiating interpreter appointments, providing interpreters with directions and facilitate departmental communications.
- Provide reception duties for casual and agency interpreters i.e. providing booking information and following up queries.
- Ensure a high level of customer service is maintained by encouraging feedback, recording and processing complaints in a professional manner.
Your skills and experience
- Minimum previous experience 2-3 years in a similar role
- Previous experience working in busy frontline customer service based role
- Experience in working within a culturally diverse health workforce or equivalent
- Demonstrated experience in using computer applications, including but not limited to EPIC and IBA.
- Experience and proficiency in educating others about interpreter usage and issues related to cultural awareness
- Desirable- NAATI Certified Provisional Interpreter or Certified Interpreter qualifications
If this sounds like you, click here to view the position description.
About the Department
The service is the first point of contact for many consumers of the hospital via the main hospital line, and our outpatient appointment service. Our team manages approximately 2000 calls per day.
What we offer
- Salary Packaging - Increase your take home pay!
- Ability to join Fitness Passport - Your pass to an extensive choice of fitness facilities.
- Discounted on-site car parking
Other requirements:
- Current National Criminal Record Check, or willing to obtain
- Valid Working with Children Check
- Compliance with RCHs "Staff Immunisation - Prevention of Vaccine Preventable Diseases" procedure
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!
