Oversee the delivery of an outstanding customer experience, every time.

This is a rare opportunity for an experienced Customer Service professional to lead our patient-facing administrative teams at three of our key locations. Reporting to a skilled, influential Operations Director, you'll be accountable for ensuring your front of house teams deliver a friendly, empathetic and efficient customer experience to everyone who interacts with our health service, whether in person, virtually or by phone.

In this varied role, your success will be measured across these key result areas:

- Operational performance and patient flow
- Collaboration and establishment of effective functional business relationships to maximise influence
- Excellence in customer service, in every interaction
- Admissions governance and data integrity
- Education and capability development
- Leadership and change management
- Communication and information management

Partnering effectively with a peer Customer Service Manager for other Monash Health sites, this role has accountability for our Customer Service and Admissions functions at Monash Medical Centre, Clayton, Moorabbin Hospital and the Victorian Heart Hospital. Accordingly, travel across Monash Health will be required. While the consumer facing nature of this role requires an on-site presence, we have some flexibility in relation to days and hours of work.

About You

A natural collaborator, you relish the prospect to ensure a consistently kind, caring and friendly service is delivered by the teams you lead. Demonstrating "out of the box" thinking and a capacity to innovate, you embrace opportunities to trial new approaches and to manage changes to operating practices when relevant. Above all, you are passionate about making our patients' and visitors' experience the best it can be.

On a personal level, you are:

- Highly organised
- Flexible and able to adapt readily to changing priorities
- A highly effective communicator,



with active listening skills
- An inspiring leader who brings out the best in your people

What you need:

- Demonstrated experience leading a large service delivery team in a complex environment
- Proven success in training and developing your people to work to their full potential
- Strong knowledge of health services operations, in particular:

- Admissions policies and procedures
- Patient Administration systems (PAS)
- Health Information and Patient Services

- Demonstrated ability to effectively manage resources, systems and service performance
- Current driver's licence

A business or health-related qualification, along with experience in a healthcare, emergency services, aged care or other high risk, regulated environment, are highly desirable.

Benefits of working at Monash Health

Monash Health offers a range of benefits, including:

- Comprehensive employee health and wellbeing programs including Fitness Passport
- Five weeks annual leave with leave loading
- Monthly ADOs for full-time employees
- Salary packaging benefits

For a confidential discussion and to explore this opportunity further, please reach out to Alex Caravelas, Operations Director, Patient Flow and Emergency Management, on 04•• ••• 795.

Monash Health exists to reimagine care, so that people can live their best lives.

We provide safe and equitable care, for every stage of life, delivered with world-leading expertise and over 175 years of experience.

As a leading academic health service, we're committed to providing tomorrow's care today by integrating research, teaching and training into everyday practice.

Our team of 24,000 people are full hearted, open minded and all in. Together, we provide more than 250 integrated services for every stage of life at over 50 locations and in the community across south-east Melbourne, Victoria, serving 1.2 million residents in the South Metro Local Health Service Network.

How to Apply

Applications are accepted via the Monash Health online EHub system. Please use URL provided.

📌 Customer Services & Admissions Manager - Clayton, Moorabbin & VHH (Melbourne)
🏢 Monash Health
📍 Melbourne