AddressLake Imaging is part of Integral Diagnostics (IDX Group), a leading provider of quality diagnostic imaging services in clinics across Australia and New Zealand, with an established reputation for quality, excellence, and innovation based on the knowledge and skills of our professional teams.
ABOUT THE ROLE
To assist with the daily management of our patient focused Customer Care Specialists, we are seeking an experienced Customer Care Specialist Manager to oversee and lead our inbound booking centre and support desk teams based in one of our hubs in Sunbury, Geelong or Ballarat. With Medical / Radiology experience highly regarded, the Customer Care Manager will ensure that all teams are performing to a high standard with outstanding levels of customer service being adhered to for our patients and referrers.
Responsibilities Include:
Site Operations: Oversee the scheduling and optimization of appointment slots, ensure accurate responses to patient and staff inquiries, and maintain equipment. You will monitor call queues and take a hands-on approach to call management and training.
Staffing Levels: Ensure adequate staffing through recruitment, maintain accurate staff rosters, and reduce staff turnover. Ensure compliance with company recruitment policies.
Administration: Conduct daily call queue and Customer Care Specialist performance reports, approve timesheets, and ensure accurate documentation.
Management: Provide leadership and direction to the clerical team, conduct performance reviews, and represent the needs of the team to the BSM. You will ensure effective communication and timely completion
of documents and reports.
Learning and Development: Ensure all Customer Care Specialists receive formal orientation, training, and education. Organize regular training sessions and workshops for ongoing development. Promote compliance with company policies and provide recommendations for rewards and recognition for outstanding performance.
Compliance: Ensure compliance with relevant legislation and company policies, including occupational health and safety, privacy, and equal opportunity. Report hazards in the workplace and ensure incidents are entered into Riskman in a timely manner.
As the Customer Care Manager you will be required to travel between sites in Geelong, Ballarat and Sunbury where our Customer Care hubs are. Travel will consist of 30% of this role.
