Community Access and Bookings Admin Team Leader, Queensland Health

Supervise administration staff, plan, coordinate, manage, monitor, and evaluate administration processes within the Community Access and Booking Service (CABS) to ensure efficient patient service whilst focusing on best practice, performance management, operational capability, deliverables and training.

About the Team

The Community Access and Booking Service (CABS) team is the first point of contact for families engaging with the Child Health Service (CHS) and the Child Development Service (CDS).  The primary role of the CABS team is to ensure that our community referrals are triaged, and families are linked with an appropriate service (CHS and/or CDS) within an appropriate timeframe, ensuring that we provide care that is as close as possible to the client's home address.

About the Role

• Co-ordinate, manage and lead workflow of administration staff reporting to this position; including preparation of rosters, payroll activities, management of workloads, organisation of relief where appropriate, performance planning and review, and ensuring duties are completed efficiently and within set timeframes.
• Resolve day-to-day operational issues and assist with review of work practices by maintaining high professional work standards and seeking ways for ongoing improvement.
• Collation of statistical data and creation of reports for the CYCHS Divisional Leadership as requested.
• Conduct quality audits, monitor and evaluate appropriate reporting systems, administrative procedures, processes and work practices to enhance outcomes, maintain professional standards within the administrative workforce and improve customer service.
• Work in partnership with the CABS Team Leader and CYCHS Admin Lead to ensure established KPI's and other performance measures related to telephony and SMS messaging are met for administration staff.
• Maintain well-developed skills in the use of Microsoft Office applications, Smart Referrals Workflow Solution (SRWS), HBCIS, ESM, TIMS, PureCloud and other hospital specific software, which assists with the provision of administrative support to patient services.
• Support the business in understanding the deliverables for PureCloud to enhance telephony operational requirements and planning for Child Health Service and Child Development Service, including contextual reporting for queue management; auditing of staff compliance to scripting; and identification of call peak times, to support staffing and business optimisation by the CYCHS leadership team.
• Manage the administration staff to ensure that the functions associated with referral management, revenue optimisation, waitlists, bookings, cancellations and rescheduling using the relevant information systems are completed proficiently and in a timely manner.
• Facilitate the Performance Coaching and Development process for administration staff.

About Children's Health Queensland Hospital and Health Service (CHQ HHS)

Children's Health Queensland is a recognised leader in paediatric healthcare, teaching and research, delivering a full range of clinical services and training, tertiary and quaternary care and health promotion programs to children and young people from across Queensland and northern New South Wales.

Inclusion and diversity

To encourage inclusive practices in recruitment, we are committed to increasing our Aboriginal and Torres Strait Islander Health Workforce ( ) and building inclusive cultures that respect and promote human rights ( ) and Workforce Diversity and Inclusion. CHQ is an equal opportunity employer.

Some of the great benefits of working at CHQ HSS

If you're looking for a rewarding career, and you're excited to contribute to the development of Australia's best paediatric health service, come and join the team at CHQ and enjoy a range of benefits including:

• Opportunities for professional growth and development
• Competitive renumeration
• Annual pay increases
• 12.75% employer superannuation contribution
• 17.5% annual leave loading
• Salary packaging
• Employee wellness and assistance program
• Work/life balance, variety, and flexibility

You can find out more about why it's so great to work at CHQ HHS here ( ).