Process Improvement Officer

Your role at St John of God Health Care

You will play a critical role in enhancing operational efficiency within the Room Service Call Centre and National Admissions teams, being responsible for identifying and implementing continuous improvement initiatives aimed at reducing call wait times, minimizing financial risk, and optimising staffing through process automation.

You will lead efforts to streamline workflows, improve service delivery, and support revenue. Additionally, the role includes the development and delivery of targeted training programs to drive cultural change and sustain performance improvements across key service areas.

The Position

• Proactively identify initiatives that can be implemented to improve admissions service delivery

• Implementing process automation and technology solutions that improve patient experience, reduce wait time and enhance operation efficiency

• Optimise patient-facing processes, particularly in call centres, and admissions functions

• Implement changes to maximise revenue streams

• Develop process maps and business rules for current and new automation process

• Ensure processes and procedures are documented and maintained

• Monitor patient feedback and provide feedback to both patients and managers as required.

• Deliver technical and change management support and training to caregivers working in the centralised admissions team, room service team and hospitals as required.

• Develop training material and procedures, which support caregivers using the online portal in both the group centralised admissions and hospitals.

• Develop training material and procedures, which supports caregivers doing admission including processing of admission, check eligibilities and other processes in both the group centralised admissions and hospitals to implement a standardized admission process.  

• Work collaboratively with clinical, administrative and IT teams to deliver change

• Develops and maintains critical resources which support caregivers to undertake their roles to best effect and the highest chance of processing work accurately, efficiently and consistently.

• In consolations with the Manager develops and implements policies, procedures, guidelines and resource which facilitate excellence, consistency and best practice in-service delivery.

• Providing support to the team by responding to ad hoc queries and addressing investigating or escalating any issues that may arise.

• Develops and maintains a culture of patient centricity and service excellence.

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, problem-solving and critical thinking skills, including experience using data to analyse performance and resolve issues. Proficiency using Microsoft Excel is essential.

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.