Administration Officer Connecting Care

15 hours ago

Brisbane, Queensland, Australia Queensland Health Full time

Reporting to the Team Leader Connecting Care, this role provides Waitlist Management and other Connecting Care services—such as appointment confirmations, waitlist auditing, outsourcing, and health alerts—primarily via phone. Operating within a call centre environment, the officer delivers high-level customer service with empathy, patience, and professionalism. The position requires a high degree of independence while maintaining clear and open communication with departmental staff.

What you'll do

  • Adhere to defined service quality standards, health and safety policies and procedures relating to the work being undertaken to ensure high quality, safe services, and workplaces.
  • Support efficient and effective Waitlist Management and Connecting Care services including appointment confirmations, waitlist auditing, outsourcing and health alerts for Queensland Health patients demonstrating proficiency and accuracy, predominantly over the phone.
  • Utilise information systems (HBCIS & ieMR) to record and update patient demographic, appointment and referral information, ensuring data integrity and patient confidentiality by adhering to approved policies, guidelines and workplace instructions.
  • Liaise with patients and their representatives, referring doctors, any person to whom or from whom a service is provided or received ensuring that Health Contact Centre services function so as to provide the best service possible.
  • Quickly develop rapport, using strong communication and negotiation skills to understand patient needs and to deliver a service that meets their needs within relevant policies and guidelines.
  • Work autonomously and as part of the Health Contact Centre team and manage own workflow by negotiating priorities for work completion whilst considering the needs of other team members and ensuring that required deadlines are met within a call centre environment.
  • Support ad hoc Health Alerts and other Connecting Care services.
  • Contribute to the Health Contact Centre service through the identification of new initiatives that enhance the functioning of administrative services within the work unit.
  • Actively participate in a working environment supporting quality human resource management practices including employment equity, anti-discrimination, workplace health and safety and ethical behaviour.

About you

We are searching for someone who:

  • Customer Focus / Communication: Builds strong relationships and communicates effectively to understand and meet customer needs.
  • Team Focus: Manages time well and works collaboratively with consideration for others.
  • Quality Focus: Follows quality procedures accurately and adapts to change.
  • Technical Skills: Performs administrative tasks efficiently and uses clinical systems to support service delivery.
  • Work Values: Demonstrates integrity, respect, and pride in independent, ethical work.

Why work with us?

Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing.

Competitive salaries

  • 12.75% superannuation
  • 17.5% leave loading

Ready to apply?

For further information on how to apply please review the attached Role Description.

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