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Position Title: Customer Service Manager
Employment Type: Permanent Full-time
Hours per week: 38 hours per week
Position Grade: Health Services Manager Level 1
Salary: $81,581.00 - $ 108,532.00 base per annum
Enterprise Agreement: The Named NSW (Non-Declared) Affiliated Health Organisations’ Health Employees Agreement 2019
Department Name: Medical Imaging – Department of Radiology
About the role:
We have an exciting opportunity to work in a dynamic team leading our approach to the provision of quality care to clients of the Medical Imaging Department. The Customer Service Manager aims to manage Registration and Bookings team members, supports the process improvement for the administrative operations to improve the patient journey and efficiency of processes and also manage/maintain key relationships with external referrers.
Q&A Session
An opportunity to attend a Job Q&A session for this job vacancy is available on Wednesday 3 January, 10:00-10:30am.
The Job Q&A session will be facilitated by the Hiring Manager and Business Manager. The purpose of the session is to provide interested candidates a deeper understanding about the role and to ask questions.
To join the Job Q&A session on the above date, please click on the MS Teams link below.
You have the option to attend the Teams session anonymously if this is your preference. When clicking on the MS Teams link to join the meeting, you will be prompted to enter your name, just type 'Anonymous' in this field, turn video, and microphone off and click Join Now.
In the meantime, if you have any questions that you would like the hiring manager to answer during the Job Q&A session, please submit your questions at least 2 days prior to the session (Link below).
We hope that you take the opportunity and look forward to having you join the session.
About us:
St Vincent’s Hospital Sydney is a leading not-for-profit organisation providing health services to our community. Guided by our values of compassion, excellence, integrity and justice, we promote a culture of diversity and inclusion and empower our people to learn, grow and innovate.
Benefits of working at St Vincent’s include:
- Generous salary packaging and Fitness Passport for eligible staff
- Opportunity to access a wide of range of clinical and non-clinical education programs
- Supported post graduate opportunities within applicable fields
- Career development opportunities across the St Vincent’s Health Australia Network
- Employee Assistance Program
- Work/Life balance
St Vincent's is committed to employing a workforce that reflects the community we care for. We strongly encourage applications from people that are Aboriginal and Torres Strait Islander, culturally diverse, sexuality or gender diverse and/or living with disability.
Employment with St Vincent's is subject to you having current immunity status that complies with the Occupational Assessment, Screening & Vaccination against Specified Infectious Diseases - NSW Health Policy Directive (PD2023_022). Appointment and ongoing employment will be subject to continued compliance with this policy directive.
About you:
We are seeking a skilled and energetic Customer Service Manager who possess a passion for person-centred care. We welcome applications from people who are able to:
Train, manage, motivate and mentor customer care staff
Provide formal reports to MID management, feeding into overall MID Operational Report to SVH Business Manager
Contribute to developing, recommending, managing and implementing systems and processes to improve patient care and experience
Manage relationships and contact with external referrer requests and enquires, dealing with complaints/compliments
Continually update knowledge as related to department and take part in professional development activities
Application Instructions:
To have your application considered you are required to upload a current CV/Resume as well as a separate cover letter/document addressing the ‘Targeted Questions’ as below. Internal applicants i.e. current employees of St Vincent’s Hospital or an entity of SVHA are required to apply via their Workday account.
Selection Criteria
1. Personal integrity and demonstrated commitment to the Mission and Values of the Sisters of Charity and St Vincent's Health Australia
2. Experience managing a team in a fast paced environment and also ability to teach and mentor Customer Service and administration staff in new systems and processes
3. Experience developing, managing and implementing efficient customer focused systems/processes that contribute to improving patient care
4. Proven communications experience including excellent written and verbal communication
5. Flexible approach to change within the organisation
Targeted Questions
Given this is a hands-on leadership role, can you describe some of the benefits of this style of leadership and provide an example of where you have implemented managed a team in this way.
Share an example from a previous role where you successfully coordinated follow-up actions across different departments to resolve a complex customer issue. How did you ensure effective communication and collaboration among teams to achieve a satisfactory resolution for the customer?
Applications close on 14 January 2024
MS Teams Link for Job Q&A Session:
Submit questions for Job Q&A Session:
