Optical Practice Manager

3 hours ago


Melbourne, Victoria, Australia Australian College of Optometry Full time

{"h1": "Patient Services Team Lead", "p": "At the Australian College of Optometry, we are seeking a highly motivated and experienced Patient Services Team Lead to join our team. As a key member of our leadership team, you will be responsible for enhancing the level of care provided to patients through the management and development of patient workflows, and leadership of staff within the Dispensing and Patient Services team.", "ul": [{"li": "Drive development across all front of house staff, supporting a culture of continuous improvement."}, {"li": "Maintain oversight of patient bookings at our Carlton location, ensuring the appointment book is appropriately opened, filled and confirmed with high precision."}, {"li": "Oversee the operation of the Contact Centre, ensuring it is consistently functioning at capacity."}, {"li": "Oversee the end-to-end patient correspondence, including but not limited to SMS, letter templates and notifications."}, {"li": "Lead the patient services team and be the first point of escalation to support staff with complex patient enquiries and/or patients with complex needs to achieve positive outcomes."}, {"li": "Train and prepare patient services and contact centre team members to effectively manage all incoming calls, respond to patient questions, feedback and complaints and troubleshoot problems."}, {"li": "Oversee all daily operation tasks within Patient Services in Carlton, including daily banking."}], "h2": "Desired Skills and Experience", "p": "We are looking for an experienced optical professional who can ensure clinical excellence and patient centric care across all front of house services with a commitment to providing culturally safe environments for a diverse patient base. Your passion for leading and developing people will produce cohesive and high performing teams. You will have the skills and experience to identify and implement service improvements ensuring staff are aware of and trained in any operational changes.", "ul": [{"li": "Highly self-motivated and enthusiastic individual who demonstrates initiative, displaying a positive, cooperative and supportive approach towards all stakeholders."}, {"li": "Able to lead a high performing team, delegate effectively and motivate others to achieve."}, {"li": "Superior problem-solving skills with a focus on continuous improvement."}, {"li": "Ability to build rapport, foster collaboration and positive professional relationships with internal and external stakeholders."}, {"li": "Comfortable managing conflict, with well-developed conflict management skills and the ability to interact positively with difficult patients."}, {"li": "Well-developed understanding and respect of diverse communities."}, {"li": "Well-developed computer literacy and technology skills, including practice management and online ordering systems."}, {"li": "Experience and/or qualifications in optical dispensing are preferred but not essential."}, {"li": "Motivated to serve the community and, in particular, people experiencing disadvantage."}, {"li": "Demonstrated five years' experience in a health care setting."}, {"li": "Demonstrated experience in leadership."}]}



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