Call Centre Manager

South West Radiology; Liverpool City Council; On-site; AUD 80,000 - 85,000; Full time

Benefits offered by this job

EAP

Novated leasing

Gift cards on milestones

Salary sacrifice

Job summary

South West Radiology is seeking an experienced Call Centre lead to run the radiology contact centre at Liverpool with some travel to other SWR sites. You will guide daily operations, coach staff, monitor service levels, and drive patient-centric service delivery.

Responsibilities include quality monitoring, training, and continuous improvement, ensuring accurate bookings, referrals and timely information for patients and referrers.

Qualifications

• Experience managing a call centre or healthcare customer service team.
• Experience with quality assurance and performance coaching.
• Strong leadership and communication skills.
• Experience in radiology, medical imaging or healthcare administration is desirable.

Responsibilities

• Lead the daily performance and operations of the contact centre team.
• Monitor call volumes, service levels, wait times and staffing needs.
• Develop and maintain call quality standards and scorecards.
• Provide coaching and performance support to team members.
• Manage bookings, rescheduling, referrals and inquiries.
• Identify training needs and deliver induction and refresher training.
• Develop scripts, call guides and process documents.
• Prepare quality and customer experience reports for management.

Skills

Call Centre Leadership

Quality Assurance

Team Coaching

Customer Experience

Data Analysis

People Management

Radiology/Healthcare knowledge

Tools

RIS/PACS

Job description

South West Radiology is a growing, radiologist owned diagnostic imaging organisation serving patients and referrers across South West Sydney.

We are committed to delivering high Quality imaging and a positive patient experience from the first point of contact through to appointment completion and results communication.

Salary Range - $80,000 – $85,000 base plus superannuation

South West Radiology is a growing, radiologist owned diagnostic imaging organisation serving patients and referrers across South West Sydney.

We are committed to delivering high Quality imaging and a positive patient experience from the first point of contact through to appointment completion and results communication.

Salary Range - $80,000 – $85,000 base plus superannuation

About the role

We are seeking an experienced Call Centre to lead our radiology contact centre function and support a consistent, professional and patient centred service. The contact centre is based at Liverpool with occassional travel to other SWR sites as required.

This is a hands on leadership role combining:

• Contact centre operations.

• Team leadership and coaching.

• Quality assurance and call monitoring.

• Training and capability development.

• Customer experience improvement.

• Radiology workflow and referral support.

• Reporting and continuous improvement.

• Make data driven decisions for performance and overall quality of service delivery.

You will play an important role in ensuring patients and referrers receive accurate, timely and empathetic assistance when booking appointments, changing appointments, asking about referrals or seeking general radiology information.

Key responsibilities

• Lead the daily performance and operations of the contact centre team.

• Monitor call volumes, service levels, wait times, workload and staffing requirements.

• Develop and maintain call quality standards and monitoring scorecards.

• Review calls for professionalism, empathy, active listening, accuracy, privacy, resolution and appropriate escalation.

• Provide regular coaching, feedback and performance support to team members.

• Ensure staff correctly manage bookings, cancellations, rescheduling, referrals, preparation instructions and results enquiries.

• Identify training needs and deliver induction, refresher and role specific training.

• Develop and maintain scripts, call guides, FAQs, checklists and process documents.

• Monitor complaints, compliments, repeat calls, escalations and customer feedback.

• Identify service, workflow and system gaps and coordinate practical improvements.

• Work collaboratively with radiologists, radiographers, sonographers, clerical teams, site managers, IT and operations.

• Prepare quality, performance and customer experience reports for management.

• Analyse data from multiple sources and perspectives to identify trends, evaluate outcomes and support informed decision making.

About you

You will be an experienced contact centre or customer service leader with a strong focus on quality, people development and customer outcomes.

You will ideally have:

• Experience managing a call centre, contact centre or healthcare customer service team.

• Experience with quality assurance, call monitoring, coaching and performance improvement.

• Strong leadership and people management skills.

• Excellent communication and conflict management skills.

• Demonstrated skills in analysing data, complaints, quality results and workflow trends.

• The ability to manage competing priorities in a busy environment.

• Experience in radiology, medical imaging, healthcare or medical administration, which is desirable.

• Familiarity with RIS/PACS or healthcare information systems, which is advantageous.

Why join South West Radiology?

• Join a growing, radiologist owned organisation.

• Make a meaningful contribution to patient care and service quality.

• Lead a team that is central to the patient and referrer experience.

• Work closely with clinical and operational leaders.

• Access opportunities to improve systems, processes and staff capability.

• Competitive pay, gift cards on milestones and salary sacrifice

• EAP, novated leasing and many other perks