Customer Service Officer

Date: 30 Sept 2025

Location: 50 Flemington Rd, AU

Company: theroyalch

The Hospital:

The Royal Children's Hospital's (RCH) Vision is "A world where all kids thrive".

RCH is a cornerstone member of the Melbourne Children's Campus, partnering with Murdoch Children's Research Institute, The University of Melbourne Department of Paediatrics and The Royal Children's Hospital Foundation.

RCH has cared for the children and young people of Victoria for more than 150 years since it was founded in 1870. A full range of paediatrics and adolescent health services are provided plus tertiary and quaternary care for the most critically ill and medically complex patients in Victoria, Tasmania, southern NSW and other states around Australia and overseas. The Hospital has more than 6,000 staff, a budget of $850M, 12 wards and 350 beds. Annually, the RCH has 300,000+ Specialist Clinic appointments, 90,000+ Emergency Department presentations and 20,000 elective surgeries.

The RCH is committed to the Child Safe Standards.

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact.

For further Information on RCH is available here.

About the Role:

We have a number of opportunities within the Allied Health Administration department.

In this position you will be a frontline customer service representative for the Royal Children's Hospital (RCH), and will be involved in high level interaction with patients, families, medical, and nursing staff at Specialist Clinics Desk B. You will provide efficient customer service to ensure administration tasks are completed effectively including inbound and outbound calls, monitoring referrals and work order queues, and ensuring bookings are prioritised and booked at the times required. We are looking for someone with excellent communication skills who can relate to people from various background, is personable, and works well with others in a team environment.

What You'll Achieve:

• Management of a reception desk area, patient check-in & standard patient ID
• Actively contribute to continuous improvement strategies and participate in project team activity

• Schedule follow-up appointment bookings and manage walk in referrals

• Manage inbound and outbound calls and respond promptly to queries

Classification for this position will range from AO10 – AO12 (base salary $58,224 to $63,996 per annum, plus superannuation).

Your Skills and Experience:

• Previous experience working in a busy front line customer service-based role
• Previous telephone reception or call centre experience
• Demonstrated experience in using computer applications, such a Microsoft Office suite

If this sounds like you, click here to view the position description.

About the Department:

The Allied Health Administration Department plays a vital role in providing administrative support to the specialised healthcare professionals within the Allied Health directorate and managing outpatient appointment activities across Specialist Clinic Desk B and supporting the office environment.

What we Offer:

• Staff Wellbeing Hub
• Parkville location and close to public transport

Other Requirements:

• Current National Criminal Record Check, or willing to obtain
• Valid Working with Children Check
• Current NDIS Worker Screening Check, or willing to obtain
• Compliance with RCHs "Staff Immunisation - Prevention of Vaccine Preventable Diseases" procedure

Application Process

To apply, you will need a resume and a tailored cover letter outlining your skills, experience, and suitability for the position in line with the requirements of the position description.

Shortlisting for this position will commence immediately, we encourage you to apply promptly

For more information about this position please contact Carmel Italiano, Manager Allied Health Administration on Ph: Email:

Why work at the RCH?

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact. We offer the opportunity to work in world-class facilities, surrounded by Royal Park and only a short tram trip from the heart of Melbourne city.

We also offer discounted staff parking, salary packaging, and an award-winning health and wellbeing program.

The RCH is committed to a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse background, all members of the LGBTQI community and people with disability.

It is a requirement of your employment that you be vaccinated against Influenza annually for Category A and B roles, in compliance with any public health orders in place at the relevant time, unless you have a medical exception in line with those public health orders, which has been accepted by The Royal Children's Hospital. Applicants will be required to provide their Australian Government Immunisation History Statement, it is a requirement of the RCH to collect, record and hold vaccination information.

It is also a requirement of your employment that you comply with any direction given by The Royal Children's Hospital that you be vaccinated against, or prove immunity to, any other disease, unless you have a relevant exemption, and offers of employment are conditional on successful completion of background checks including reference checks.