Description:
The Royal Victorian Eye and Ear Hospital is a world class specialist hospital in eye and ear care providing services across Victoria. Australia’s only specialist eye, ear, nose and throat hospital, the Eye and Ear has been providing care for the senses for over 160 years. The Eye and Ear has almost 90 different outpatient clinics for the diagnosis, monitoring and treatment of vision and hearing loss and provides a 24 hour emergency eye and ear, nose, and throat service. The Eye and Ear provides care annually for around 190,000 patients, with over 130,000 outpatients, nearly 44,000 emergency patients and over 14,000 inpatients. The hospital recently completed a major redevelopment to create a modern internal structure and to improve access for patients, visitors and staff.
Our Vision
We will inspire and advance specialist eye and ENT care
Our Mission
We improve health and wellbeing outcomes through excellence in:
1. Clinical Care
2. Teaching
3. Education
4. Research
5. Innovation
Position Summary:
This role is part of the Patient Services and Access Unit. Areas within this unit include the Emergency Department, Bookings Unit, Specialist Clinics including the Cochlear Implant Clinic, Admission functions and Switchboard.
The role will ensure that all patients are provided with exceptional customer service and administrative support throughout their journey through the hospital thereby contributing to the best possible outcomes for customers and their families.
Key Responsibilities
Provide a customer focused approach to service delivery via phone and face to face within the Specialist clinics and call centre, Admissions, concierge functions and adhere to the KPI’s set out for call handling
Ensure that patients are given correct, timely information as required
Ensure patient concerns and complaints are addressed and managed appropriately within the department or escalated as required
Work within the wider multidisciplinary teams to ensure processes and procedures are followed
Ensure that Clinic functions are completed effectively and efficiently to ensure the smooth running of the clinic
Adhere to Specialist clinics Access Policy requirements and KPI’s
Ensure all data is recorded and entered accurately in a timely manner on the information systems
Manage Specialist clinic external referrals and waiting list entries
Undertake patient bookings both via patient focused bookings and follow up bookings from Specialist clinic
Undertake MBS billing functions within specialist clinics following the MBS billing procedures
All appointments are subject to a satisfactory Police Record Check, a working with children check (if applicable) and evidence of vaccination status.
Centrally located, close to public transport and a short walk to the CBD, we offer considerable employee benefits, including salary packaging, subsidised car parking as well as educational support
The Eye and Ear is an equal opportunity employer and is committed to providing a work environment free from harassment or discrimination and to promoting cultural diversity and awareness in the workplace.
The Eye and Ear is a smoke free environment.
Aboriginal and Torres Strait Islander people are strongly encouraged to apply.
At The Royal Victorian Eye and Ear Hospital, we are committed to supporting people with disability to gain employment and develop their careers; we encourage you to apply. If you would like further information about this role, please contact the hiring manager or the people and culture department to discuss.