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Service Manager

3 weeks ago

Prahran, Australia Unified Healthcare Group Full time

Company Description

Looking for a new challenge, a great work environment, and the opportunity to positively impact a new and growing service area?

Unified Healthcare Group (UHG) is looking for an engaging, self-driven, people leader with knowledge of the healthcare or personal injury insurance space, and experience in tele-based service delivery.

**About UHG**

UHG’s purpose is to make it easier for Businesses and Healthcare Providers to transact effectively and share medical information to achieve best in market outcomes. Enabled by medEbridge®, we provide secure online access to a national marketplace of GP’s, Specialists, Nurses, Allied Health Professionals and more. Our customers connect easily with health practitioners using this platform to access information quickly to make informed decisions and improve outcomes for their clients who have suffered personal injuries such as road or workplace accidents.

**Job Description**:
**What You Will Be Doing**

Reporting to the General Manager - Operations (Medical Information Exchange), the Service Manager - Tele-Services will be responsible for leading a team of telehealth case officers focused on the quick and reliable retrieval of medical information for our customers and their clients.

Key Responsibilities include, but are not limited to:

- providing for a positive and engaging experience for your team through collaboration, learning and development opportunities, career progression, reward and recognition.
- managing resources (both a permanent and casual workforce) to ensure supply meets demand.
- onboard, train, coach and guide a team of telehealth case officers in the tele-retrieval of information from healthcare providers with a focus on speed, simplicity, and security of information.
- provide feedback, audit cases, ‘call listen’ and complete performance review ‘check-ins’ to ensure delivery of an exceptional service and achievement against key customer SLA’s.
- monitor reporting, and manage day to day operational performance, ensuring compliance with systems and processes designed to meet and exceed customer expectations.
- meet with key customers, manage feedback, escalations, and misses.
- have oversight of the tele-retrieval P&L with a growth focus on revenue and profit.
- a strong commitment to continuous innovation in how we deliver our goals and partner with our customers.
- build sustainable relationships with key internal and external stakeholder’s including customer, advisor, and medical provider groups

**Qualifications**:
**What You Should Have**
- Degree qualified; Nursing qualification is preferred with leadership experience within a similar role or industry
- Exceptional people and customer relationships skills
- Proven skills in systems & process improvement, negotiation and influencing
- Strong written and verbal communication skills
- Strong commercial acumen
- Ability to work autonomously and as part of a team
- Sound IT skills, capacity to learn and master new systems with advanced excel skills an advantage

Additional Information
**So why work for UHG?**

UHG is part of the broader MedHealth Group, voted Financial Review Boss Best Places to Work.

Our business is the market leader in its field. We are an established business looking to optimise what we do, but with an eye to challenge the status quo and innovate through people, process, and systems to stay ahead of the curve.

Our office is located amongst the cafes and shops on Chapel St in Prahran.

We offer:

- Flexible working arrangements with one anchor day and a second flex-day combined with the flexibility of working from home
- Financial incentives for meeting KPI’s
- Employee discounts for health insurance, gyms, pools, and travel club
- Options for novated leasing and salary sacrificing
- Paid parental leave
- Purchased Leave (up to 4 weeks)
- Employee Assistance Program

Our culture is ALIVE - whether it be our virtual catch ups, company lunches, town hall meetings or after-work drinks - we're always up to something fun

Our teams are making a difference to the community that we serve - be it through volunteering, helping to raise funds or working with our network of health providers, we connect our community partners to the support they need.

**You are welcome here**

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team. When you join MedHealth, we want you to bring your whole self to work - and we value your unique contribution.
- ** We will not be able to support international applicants for this role._