AddressPhone Hub Lead for Ballarat based and founded healthcare business
Your new company
I am currently partnered with a Ballarat-founded and based healthcare provider who are seeking a Phone Hub Administration Lead to join their evolving team in a permanent ongoing position.
Your new role
As the Phone Hub Administration Lead, you will work full-time hours, 5 days. You will be based in my client's recently refurbished Head Office building located close to town and surrounded by all amenities. As the Phone Hub Administration Lead, you will be leading the team who operate a consistent patient-centred inbound call centre to centralise bookings at my client's medical centres and ensure incoming calls are answered and actioned in a timely manner. The Phone Hub reduces phone traffic to each medical centre, allowing medical receptionists to focus on patient-centred support and patient interactions.
The primary purpose of the Phone Hub Lead is to:
- Lead, develop, coach, and manage the performance of the Phone Hub team to ensure services are delivered in accordance to agreed standards, guidelines, and procedures.
- Develop and implement guidelines and procedures to ensure the Phone Hub team provide a consistent service focusing on patient centred care and these guidelines/procedures are adapted and updated as the service needs change.
- Ensure appointment bookings are triaged based on genuine urgency for same-day appointments.
- Understand and apply each individual doctor's preferred booking rules and billing rules when making appointments and ensure patients are informed of these at booking.
- Ensure parallel bookings of GPs and nurses for treatments as required.
- Analyse results and performance, and determine strategies to improve service capability, performance, and customer interactions.
- Review analytics within Premier Contact Point to ensure data is reflective of the call centre service, including monitoring reason for calling, waiting times, pick up time, hold time and time to complete call.
- Facilitate additional activities, including debt collecting during off-peak periods.
- Manage rostering, maintaining adequate roster to effectively manage call volumes.
- Keep an eye on team performance and use your insights to help everyone do their best work.
- Foster a friendly and inclusive team culture where everyone feels valued and supported.
- Ensure all patients are treated with maximum empathy.
What you'll need to succeed
The ideal candidate will have the following:
- Outstanding phone manner
- Strong verbal and written communication skills
- Excellent listening skills
- Time management and prioritisation skills
- Attention to detail
- Ability to problem-solve
- Proficient with computers and ability to quickly learn new systems
- Competent computer literacy including use standard Microsoft Office software
- A demonstrated commitment to high levels of professionalism and confidentiality
Desirable:
- Previous Contact Centre or Customer Service experience will be highly regarded.
- Previous work experience in Work Health Administration/coordination.
- A sound understanding of the general practice sector and its relationship to the broader health sector and local community.
What you'll get in return
Through Hays, this role offers you an hourly rate of $31.66 and:
- Weekly pay cycles
- Nominated choice of superannuation fund
- Online time sheet submission and approval
- No hidden costs or payroll deductions for our services
- No invoicing required for Pty Ltd holders
- Regular contact with consultants throughout the duration of your assignment
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
