Customer Service Team Leader (Healthcare)
Customer Service Team Leader (Healthcare)
Location:
Strathfield, Sydney NSW
Employment Type:
Full Time
About Mind Oasis Clinic
Mind Oasis Clinic is one of Australia's rapidly growing specialist psychiatry clinics, with clinics in Sydney and Melbourne and a nationwide telehealth service across Australia.
Our team consists of over 25 psychiatrists providing specialist mental health care across Adult, Child & Adolescent and Old Age Psychiatry.
As our organisation continues to grow, we are looking for an experienced Customer Service Team Leader (Healthcare) to lead, develop and continuously improve our customer service operation.
About the Role
This is a leadership position responsible for overseeing our centralised Reception Team, comprising both our
Voice Team
and
Administration Team
.
Unlike a traditional front desk reception role, our Reception Team operates as a healthcare customer service and patient contact centre, managing:
Inbound and outbound patient calls
Appointment bookings
Referral intake and processing
Existing patient enquiries
Administrative support
Patient communication
Booking conversion
Coordination with psychiatrists and internal teams
You will be responsible for building a high-performing team through effective leadership, coaching, quality assurance, recruitment, performance management and continuous improvement.
Key Responsibilities
Team Leadership
Lead, mentor and develop the Reception Team across both the Voice Team and Administration Team.
Manage daily operations and workforce allocation.
Monitor service levels and ensure excellent patient experience.
Support complex patient enquiries and operational escalations.
Foster a positive, accountable and high-performing team culture.
Recruitment, HR & Team Development
Lead recruitment, interviewing and selection of Reception Team members.
Coordinate onboarding and structured induction programs.
Conduct probation reviews.
Develop competency frameworks and career development plans.
Coach, mentor and support team members to maximise performance.
Act as the first point of contact for Reception Team HR matters.




Manage attendance, punctuality and workplace performance.
Lead performance management processes, including coaching, Performance Improvement Plans (PIPs) and disciplinary processes in accordance with company policies and Australian employment legislation.
Make recommendations to management regarding promotions, salary reviews and employment outcomes where appropriate.
Training & Coaching
Deliver structured training programs for current and existing staff.
Conduct regular one-on-one coaching sessions.
Identify skill gaps and implement development plans.
Build a culture of continuous learning and service excellence.
Quality Assurance (QA)
Develop and maintain a Quality Assurance program.
Review inbound and outbound calls.
Audit booking accuracy and documentation quality.
Assess patient interactions using QA scorecards.
Monitor compliance with clinic procedures.
Provide constructive coaching based on QA findings.
Standard Operating Procedures (SOPs)
Develop, maintain and improve Reception Team SOPs.
Ensure consistency across all workflows.
Train staff on updated procedures and best practices.
Performance Management
Develop and monitor individual KPIs for all Reception Team members.
Conduct regular performance reviews.
Identify high-performing staff and create recognition and development opportunities.
Identify underperformance early and implement structured improvement plans.
Build a culture of accountability, ownership and continuous improvement.
Department Strategy & Continuous Improvement
Develop and implement strategies to improve productivity, efficiency and service quality.
Analyse operational data and identify trends and opportunities.
Build KPI dashboards and performance reporting.
Improve workflows,



patient experience and operational efficiency.
Lead department improvement projects.
Work closely with senior management to support the ongoing growth of Mind Oasis Clinic.
About You
We are looking for an experienced people leader who enjoys developing teams, improving systems and delivering exceptional customer service.
You will ideally have:
Minimum 3–5 years' experience leading a customer service, contact centre, reception or administration team.
Demonstrated experience recruiting, onboarding and developing staff.
Experience conducting performance reviews and managing underperformance.
Experience implementing KPIs, Quality Assurance (QA) programs and continuous improvement initiatives.
Strong leadership, coaching and mentoring skills.
Excellent communication and conflict resolution skills.
Strong organisational and time management skills.
High attention to detail.
Confidence using data and KPIs to improve team performance.
A proactive mindset with a passion for continuous improvement.
Healthcare experience is highly regarded but not essential if you have significant leadership experience managing customer service or contact centre teams.
Ideal Background
We welcome applications from experienced leaders in:
Healthcare customer service teams
Medical call centres
Specialist medical clinics
Large GP clinics
Private hospitals
Allied health organisations
Contact centres
Customer service operations
Why Join Mind Oasis Clinic?
Join one of Australia's rapidly growing specialist psychiatry clinics.
Lead a central function that plays a critical role in patient care.
Opportunity to shape, build and continuously improve our customer service operation.
Genuine career progression opportunities as the organisation expands nationally.
Supportive leadership team with opportunities to contribute to strategic growth.
Modern workplace with ongoing leadership development opportunities.
If you are passionate about leading people, improving systems and building a high-performing healthcare customer service team, we would love to hear from you.
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📌 Customer Service Team Leader (Healthcare) (New South Wales)
🏢 Mind Oasis Clinic
📍 New South Wales