Clinic Bookings Team Leader

Job Requisition ID: 5547
- Legal Entity: Monash Health
- Location: Clayton, VIC, AU, 3168
- Employment Type: Part Time
- Posting Date: 16 Sept 2025

**Monash Health is a great place to work**

Monash Health is Victoria’s largest and most comprehensive health service. For more than 170 years, Monash Health and its predecessors have provided safe, high-quality healthcare and service for people at every life stage. With 25,500 employees, we provide care across south-eastern metropolitan Melbourne and rural Victoria from over 40 locations; via telehealth, within local communities and in people’s homes.

To see first-hand what our colleagues think about working here, take a look at the following short videos**:monashhealth.org/careers**.

**About Us**

The **Victorian Heart Hospital (VHH)** is Australia’s first dedicated heart hospital, providing comprehensive, patient-centred care across a full range of ambulatory and inpatient cardiac services. Home to the **Victorian Heart Institute**, VHH is committed to advancing research, teaching, and high-quality care, playing a pivotal role in the treatment of cardiac patients across Victoria.

The **Cardiac Ambulatory Services** at VHH is one of the largest programs of its kind, delivering innovative and integrated care across acute and chronic cardiac conditions. Services include referral management, clinic bookings, ambulatory testing, preadmission, diagnostic procedures, prevention, and rehabilitation. We are seeking a skilled and proactive **Clinic Bookings and** **Referral Management Team Leader** to join our dynamic team.

**About The Role**
- **Position Title**: Ambulatory Administration Team Leader - Referral Management and Clinic Bookings
- **Location**: Victorian Heart Hospital (VHH) - Melbourne, Victoria
- **Employment Type**: Part time - Full time (Monday to Friday)

Lead and oversee the referral management and scheduling operations across VHH’s specialty ambulatory clinics—ensuring efficient processing of referrals, accurate appointment scheduling, excellent customer experience, and seamless inter-team coordination within a high-volume, specialist cardiac care environment. You will be working within a multidisciplinary team, ensuring that all patients experience a streamlined, coordinated, and timely service, helping to improve both their clinical outcomes and overall experience at VHH.

**Key Responsibilities**:

- **Reporting Team Leadership & Supervision**
- Manage day-to-day operations of the referral and scheduling team, including rostering, leave management, performance monitoring, and training.
- Foster a supportive and high-performance team culture.
- Provide supervision, conduct regular 1:1s, performance reviews, and address performance and conduct issues.
- **Referral Intake, Triage & Coordination**
- Oversee receipt and management of incoming referrals from multiple channels (GPs, hospitals, internal divisions).
- Work with clinicians to prioritize and triage based on clinical urgency and specialty clinic criteria.- Allocate referrals appropriately within available clinic capacity.
- **Appointment Scheduling & Clinic Coordination**- Ensure timely booking of patient appointments, including ambulatory testing, pre-admission, and diagnostic procedures.
- Manage clinic scheduling systems (EMR, iPM, HealthTrack, etc.), optimizing utilization and aligning with clinic times and capacity.
- **Quality Assurance & Workflow Optimization**- Monitor operational KPIs such as referral turnaround times, scheduling accuracy, clinic utilization rates, and patient wait times.
- Conduct audits, identify bottlenecks or delays, and implement process improvements.
- **Stakeholder Engagement & Customer Service**
- Act as a point of liaison between administrative staff, clinicians, patients, referrers, and other clinic teams.
- **Reporting & Communication**
- Maintain accurate records of team performance, metrics, and workload. Provide regular reports to Clinical/Operations leadership.
- Communicate service changes, updates, or training to the team and stakeholders.

**About You/ What We Are Looking For**
- Proven experience in **Referral Management, Clinic Bookings**, and **Surgical Bookings** within a healthcare setting.
- Strong knowledge of **Medical Terminology** and experience with **Patient Management Systems** (e.g., EMR, iPM, Healthtrack).
- Intermediate proficiency in **Microsoft Office** (Word, Excel, Outlook).
- Excellent **communication skills**, both verbal and written, and a high level of** customer service**.
- Strong **time management skills**, with the ability to prioritize tasks effectively to meet deadlines.
- Demonstrated ability to adapt to change and work collaboratively in a multidisciplinary team.
- Previous experience in a **healthcare service** environment is essential.

**Why Join Us?**
- **Innovative Environment**: Be part of Australia’s first dedicated heart hospital, helping to shape the future of cardiac care.
- **Supportive Team**: Join