Customer Care Specialist Manager

4 weeks ago

Melbourne, Australia Integral Diagnostic Group Full time

**Vacancy No**
- VN11477

**Status**
- Active

**Employment Type**
- Full Time

**Brand**
- Lake Imaging

**Department**
- Corporate Services

**Region**
- Melbourne

**Site**
- William Street

**Applications Close Date**

**Description**
- Lake Imaging, founded in 2002, has become the largest radiology provider in central and western Victoria with more than 19 clinics providing a wide range of diagnostic imaging services to the St John of God private hospitals, community-based clinics and speciality centres in Melbourne, Ballarat, Geelong, Warrnambool, and the surf coast.
Lake 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.

**Key Responsibilities**
- ABOUT YOU
Thinks this role sounds like the one you’ve been looking for? We are looking for someone with the following skills and experience:

- Proven experience leading a successful call / customer care team
- Health care / medical experience will be highly regarded
- RIS/PACs systems experience will also be highly regarded
- Excellent communication and telephone skills - you must be articulate, able to listen and have empathy

FOR YOU
- Competitive salary with annual reviews
- Additional Paid Parental Leave
- Fitness Passport with over 1000+ locations nationwide
- A recognition and rewards platforms for salary packing options and employee discounts at hundreds of retailers for everyday expenses, holidays, health insurance, a wellbeing program and employee assistance program.
- Generous employee referral bonuses for a financial incentive to our employees on referring great talent to our team.
- Employee Recognitions programs to celebrate our team living our values and providing outstanding patient care.
- An innovative and evolving company.
- Supportive and engaging clinic managers.
- Career advancement and succession options
- Great work-life balance with flexibility available for FT or PT
- Free Parking and great social events

Interested? HOW TO APPLY
Simply submit your resume by selecting APPLY.

Please note: Police check and proof of covid vaccination will be required for successful applicants.
Integral Diagnostics supports a multicultural and diversity workplace. We encourage Aboriginal and Torres Strait Islander Australians with relevant skills and experience to apply.
Building a healthier world, by delivering the best health outcomes one patient at a time.

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