Customer Service Team Lead

3 weeks ago

Brisbane, Queensland, Australia Lumus Imaging Full time
About Lumus Imaging

Lumus Imaging is part of Healius Limited, a leading healthcare company in Australia. We provide quality, affordable, and accessible healthcare services to all Australians through our expansive network of pathology laboratories, collection centres, and diagnostic imaging centres.

The Role

We are seeking a highly skilled and experienced Team Lead to join our dynamic Customer Service team. As a Team Lead, you will be responsible for leading a strong, motivated, and driven team in a fast-paced, high-volume environment. Your primary goal will be to manage workflow, delegate tasks, and meet team KPIs and patient and referrer expectations.

Key Responsibilities

- Lead and manage the new customer service team
- Manage workflow and delegate tasks across the team
- Assist with triaging referrals and responding to patient enquiries
- Provide software support to referrers
- Organise report addendums, validation, and reviews where necessary
- Audit for Medicare, billing, and reporting purposes
- Record compliments, complaints, and feedback where required
- Provide support to the operations and marketing departments
- Perform general administration duties

Requirements

- Staff management experience
- Good knowledge of medical terminology
- Good knowledge of medical procedures and processes relative to Medical Imaging
- Exceptional customer service and communication skills
- Ability to problem solve independently and assist other team members with this
- Advanced computer literacy with advanced knowledge in applications including Outlook and Microsoft Office
- Ability to learn and adapt to new software applications and changing work processes
- Ability to manage workflow and train staff
- Experience with staff recruitment
- Ability to conduct disciplinary conversations and provide feedback to staff members
- Experience with organising rosters, shifts, and appropriate staffing levels

Benefits and Wellbeing

As part of working for Healius, you will have access to a range of benefits including:
- A marketplace of exclusive discounts and vouchers from leading Australian and online retailers
- Corporate health insurance discounts, banking benefits, and novated leasing consultations
- An e-learning platform with access to a library of courses and learning paths
- An Employee Assistance Program dedicated to employee health and wellbeing provided by professional coaches
- Fitness Passport – access to fitness centres across Australia at a subsidised rate
- Career growth opportunities across the Healius network
- Being part of a large ASX-listed organization focused on delivering positive outcomes to all Australians

Our Commitment to Diversity and Inclusion

Lumus Imaging is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives, and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation, or gender identity.

We are committed to supporting Veteran Employment – Veterans and candidates with Australian Defence Force (ADF) experience are encouraged to apply.

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