Call Centre Coordinator

Your role at St John of God Health Care
You will be responsible for the overall coordination of the Centralised Admission call centre and National Room Service call centre, ensuring the delivery of a high performing and patient centric and admissions and room service experience. Responsible for the delivery of a consistently positive patient experience, by ensuring patients, hospitals and external providers receive a patient centred and personalised service with any contact made with the team.

The Position

• Implement and maintain initiatives to promote and achieve a culture of service excellence and build a sustainable employee engagement and stakeholder satisfaction.
• Work with the Group Admissions Team Leader to manage the admissions call centre team to oversee caregivers supporting patients completing or requiring assistance support to do their online admission
• Work with the Room Service Support Team Leaders, manage the Kings Square and Bendigo room service call centre to provide timely and accurate meal ordering
• Manage the admissions call centre team to process and validate patient registration forms
• Monitoring of patterns for workflow management
• Develop and sustain positive internal and external relationships, through communication and consultation.
• Undertake regular performance appraisals for all direct reports incorporating feedback from relevant stakeholders.
• Manage caregiver rosters and annual leave calendar ensuring maintenance of effective service levels to balance workload and budgetary constraints including KPI's and Productivity.
• In collaboration with HR, manage interpersonal conflict matters and grievances to maintain departmental relationships.
• Work with the Resource, Reporting & Quality Assurance Officer to develop and maintain critical resources which support caregivers to undertake their roles to best effect and the highest chance of processing work accurately, efficiently and consistently.
• Assist with the implementation of process and procedure changes.
• Facilitate departmental caregiver meetings as well as attending other meetings and contribute to working parties as required.
• Provide support to the team by responding to ad hoc queries and addressing, investigating or escalating any issues that may arise.
• Anticipate and intervene incidents of patient dissatisfaction and resolve within hospital guidelines.
• Provide immediate responses and thoroughly investigate any customer complaint implementing actions from lessons learned.
• Coordinate the review, implementation and management of admission processes.
• Prepare rosters and maintain efficient and cost-effective resources within budget.

You will have demonstrated knowledge and experience with admissions processes and procedures in a private hospital environment, along with experience in developing, evaluating and reviewing training programs and resources. You will have strong analytical and problem-solving skills and the ability to work cohesively and collaboratively across the Admission Service team and Call Centre to enhance efficiency, quality and overall patient, doctor and caregiver experience.

Above all, people will be at the core of everything you do committing to and supporting our Mission and Values.

We can offer you

• Salary $101,492 to $110,432 per annum plus 12% Superannuation
• Permanent full time position working 38 hours per week
• Located at Perth CBD Kings Square office
• 40% work from home option

• Salary packaging up to $18,550 on a range of benefits such as mortgage, rent, meal entertainment, holiday accommodation or other everyday living expenses as well as options to salary package benefits above the FBT cap on items such as:

• Novated leasing

• work related expenses
• self-education and

• additional superannuation

• Employee discount on St John of God Hospital & Medical Services and Private Health Insurance

• Employee support through our dedicated free Employee Assistance Program (EAP)
• A healthy work-life balance through flexible work options, additional purchased leave and well-being programs
• Access to a range of Lifestyle, Health & Wellbeing rewards and discounts
• Paid Parental Leave
• End of trip/shower and bike facilities
• Close to public transport

For enquiries contact Cian Breen, National Manager Admissions on
Should suitable candidates be identified, shortlisting and interviews may commence prior to the advert closing.
Please note unsolicited applications from recruitment agencies will not be accepted.
St John of God Health Care embraces diversity and strongly encourages applications from Aboriginal and Torres Strait Islander peoples and people with disabilities. We are committed to providing a safe environment for all children and vulnerable people in our care and proactively take measures to protect children/vulnerable people from abuse.