Customer Service Assistant Team Leader

St Vincent's Health Australia; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Salary packaging

Fitness Passport

Give4Good workplace giving

Additional leave

Staff discounts on hospital admissions

Job summary

St Vincent's Health Australia is seeking a permanent full-time Customer Services professional at St Vincent's Private Hospital Melbourne. You will support the Customer Service Team Leader by coordinating workflow, assisting with rostering, and guiding Customer Service Officers to deliver high-quality service to patients, colleagues and visitors.

Approximately 60% of your time will be spent on frontline CSO duties such as admissions and enquiries, with the remainder focusing on team coordination,

Qualifications

• Previous hospital clerical or healthcare administration experience.
• Demonstrated customer service experience in a fast-paced environment.
• Team leadership or supervisory experience.
• Experience with staff rostering and workflow coordination.
• Understanding of health fund processes and billing enquiries.
• Knowledge of medical terminology (or relevant certification).
• Strong verbal, written and interpersonal communication skills.
• Excellent time management and organisational skills.

Responsibilities

• Coordinate workflow and supervise Customer Service Officers.
• Assist with staff rostering and provide leadership to the team.
• Act as first point of escalation for operational matters.
• Ensure high standards of service for patients, colleagues and visitors.
• Perform Customer Service Officer duties including admissions and enquiries.

Skills

Customer service

Team leadership

Staff rostering

Communication skills

Microsoft Office

Tools

Microsoft Office

IBA patient management system

Job description

About your new role

This is a permanent full-time position (38 hours per week) within the Customer Services team, supporting the day-to-day operations of the department and ensuring a high standard of service delivery across the hospital. In this role, you will support the Customer Service Team Leader by coordinating workflow, assisting with staff rostering, and providing leadership and guidance to Customer Service Officers. You will act as the first point of escalation for operational or staff-related matters and ensure patients, colleagues, and visitors receive exceptional service both in person and over the phone. Approximately 60% of your time will be spent performing Customer Service Officer duties, including admissions processes and responding to enquiries, while the remaining time will focus on team coordination, operational support, and leadership responsibilities. You will be supported by an experienced and collaborative team committed to delivering outstanding service and patient-centered care.

Why work for SVPHM

• Salary packaging available (increase your take-home pay)
• Access to discounted gym membership through Fitness Passport
• Option to join our Give4Good workplace giving program
• Work-life balance, including the option to purchase additional leave
• Staff discounts on hospital admissions to any SVHA Private Hospital

About you

• Previous hospital clerical or healthcare administration experience
• Demonstrated customer service experience in a fast-paced environment
• Team leadership or supervisory experience
• Experience with staff rostering and workflow coordination
• Understanding of health fund processes and billing enquiries
• Knowledge of medical terminology (or relevant certification)
• Strong verbal, written and interpersonal communication skills
• Excellent time management and organisational skills
• Ability to work collaboratively within a multidisciplinary team
• Proficiency in Microsoft Office applications
• Experience with patient management systems (IBA experience desirable)
• Commitment to confidentiality, quality and patient-centered care

Requirements

• National Criminal History Check
• Working with Children Check

SVHA Staff Health Screening Immunisation Policy, which may include mandatory vaccinations (such as influenza).

SVHA generally requires staff to be fully vaccinated against COVID-19.

Closing Date: 11 September 2026 11:59pm

Reconciliation Action Plan

At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our commitment to reconciliation and closing the gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples. For further information, visit https://www.svha.org.au/about-us/reconciliation or get in contact at [e-mail].

About St Vincent’s Private Hospital Melbourne

Our experienced team of clinical professionals, caregivers and support staff are equipped to provide the highest level of therapeutic, medical and surgical services. We work together to ensure patient safety, well-being and recovery. We are a not-for-profit Catholic private hospital operating across four sites in Fitzroy, East Melbourne, Kew and Werribee. Our services are guided by the values of Compassion, Justice, Integrity and Excellence.

About St Vincent’s Health Australia

St Vincent's Health Australia has been serving Australians with compassionate health and aged care since our first hospital was established in Sydney in 1857. Founded by the Sisters of Charity more than 180 years ago, St Vincent's is a clinical, research and education leader delivering private hospital, public hospital and aged care services across NSW, VIC and QLD. Our founder, Mary Aikenhead's vision, commitment and inspiration lives on in us and the work we do. From modest beginnings, St Vincent's Health Australia is today the nation’s largest not-for-profit health and aged care provider, offering services in Queensland, New South Wales and Victoria, including public and private hospitals and aged care facilities. The St Vincent's family comprises 22,000 outstanding nurses, researchers, cooks, doctors, executives, administrators, cleaners, volunteers and more.