Manager Patient and Visitor Services

3 weeks ago

Melbourne, Australia The Royal Women's Hospital Full time

Location: Melbourne | Northern Metropolitan

Job type: Full time

Organisation: The Royal Women's Hospital

**Salary**: Salary not specified

Occupation: Administration/Secretarial, Communications, Marketing and Media, Finance, Human Resources, IT and Telecommunications, Information Management

Reference: 25859
- **Full time (Parental Leave Coverage), 38 hours p/w, until May 2025**:

- ** Parkville location, with multiple public transport options available**
- ** $118,898 - $131,217 + salary packaging + super + 5 weeks annual leave + option for ADO**

The Royal Women’s Hospital is one of Australia’s oldest and most distinguished tertiary hospitals dedicated to improving the health and wellbeing of women and newborns, offering specialised services within maternity, neonatal and women’s health. Our goal is to be the best place to work, learn and contribute, and to provide exceptional experiences for our patients and consumers.

**About the Department**

The _People and Patient Experience_ department is responsible for delivering strategic and operational initiatives to improve the experiences of patients, consumers and our employees at the Women’s. We are committed to forming strong internal and external partnerships through the implementation and integration of contemporary patient experience and human resource practices.

We listen to and partner with our people, patients, their families, carers and consumers to gain insights and improve our services. We support the organisation to achieve the people and patient experience objectives of the Women’s Strategic Plan.

**About the role**

Reporting to the Director, People & Patient Experience, the Manager of Patient and Visitor Services leads a dedicated team of staff who support the delivery of exceptional patient and consumer experience, including:

- The Women’s Information Desk
- Consumer Health Information
- Switchboard
- The Women’s Welcome Centre

This role is a visible leadership role, promoting collaboration and teamwork within the Patient and Visitor Services team, across the Women's hospital and within the community we serve.

A regular day will see you:

- Leading the planning and implementation of initiatives across the portfolio, ensuring we meet the diverse needs of patients and consumers in navigating our services and physical spaces
- Supporting the team at the Information Desk and within the Women’s Welcome Centre
- Connecting our patients and community to leading, reputable health information
- Developing and implementing plans to continue to evolve the Women's Welcome Centre as a valued patient experience support service, as part of our wider patient experience program
- Partnering with patients and consumers to design and inform best practice patient experience initiatives within the scope of the team

**About you**

You’ll bring with you:

- Significant experience in leadership roles at a similar level in Customer Service Management, Senior Team Manager, project management, services delivery or service improvement.
- General management and person-centred leadership experience.
- Knowledge of best practice customer service and customer experience ideology.
- Ability to perform under pressure, be organised, prioritise effectively and work in a collaborative manner.
- Strong experience in engaging and relating with people - front-line, key stakeholders, patients, and consumers.

**Our benefits**

At the Women’s you will enjoy a culture that is collaborative, supportive and passionate about learning. We have a strong sense of purpose, and engage in meaningful work every day. We offer our people a range of rewarding benefits, including:

- $11,660 in salary packaging benefits, for living expenses, meals and holiday accommodation
- A suite of wellness initiatives designed to support you, including discounted financial, lifestyle and health options, and a comprehensive wellbeing program
- Public transport options at our doorstep and end of journey facilities for cyclists
- Onsite childcare centre and breastfeeding rooms
- Mentoring, learning and career development opportunities
- Five weeks annual leave, ADOs and 17.5% leave loading

**Inclusion and belonging**

**Join us

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