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Clinical Administration Lead

1 week ago

Melbourne, Victoria, Australia Dental Health Services Victoria (DHSV) Full time

About the Role:

We are seeking a skilled Patient Access Team Leader to join our team at the Royal Dental Hospital of Melbourne. As a leader, you will be responsible for managing the Patient Access team and ensuring the department's administration operational performance aligns with the RDHM portfolio.

You will collaborate with senior leadership and clinicians at RDHM to deliver high-quality service and outstanding patient experiences, ensuring we remain a leading oral health teaching institution. Key responsibilities include Operational Support, Patient Experience, and Operational and Financial Performance.

Key Responsibilities:

  • Operational Support
    • Lead and manage the patient administration team, including recruitment, rostering, leave management, onboarding, coaching, training, and performance management and development.
    • Manage incidents, patient complaints, and/or unacceptable patient behaviors and escalate when required.
  • Patient Experience
    • Oversee, monitor, and improve administration function performance to enhance patient experience access.
    • Oversee waitlist, recall, and appointment book management to ensure effective management of patient experience and support effective chair utilization.
    • Lead, initiate, and contribute to continuous improvement activities that enable quality and service improvements.
    • Manage coordination of patients as required and/or directed by the Head of Unit and clinical stakeholders.
  • Operational and Financial Performance
    • Manage team budgets, including salaries and consumables in line with requirements.
    • Manage financial reconciliation, refunds, and coding adjustments for the Child Dental Benefit Scheme (CDBS) and ensure all revenue activities are in line with DHSV guidelines, policies, and procedures.
    • Review and evaluate audit reports and department KPIs, including financial, clinical productivity, waitlist, and other relevant reporting to assess the achievement of patient outcomes and student learning outcomes.

About You:

  • At least 5 years' experience leading a team in a clinical operational setting.
  • Desirable experience in Titanium.
  • Proven ability to manage customer complaints and resolution.
  • Victorian Working with Children's Check and Police Check results must be satisfactory.
  • Vaccinations required by the Department of Health guidelines, including COVID-19 & flu vaccinations.