Customer Service Team Member 24 Hour Shift Work

Sonic Healthcare Limited; Brisbane; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Benefits Platform

Novated leases

Fitness Passport

Parental & adoption leave

Employee Assistance Program

Job summary

Sullivan Nicolaides Pathology (SNP) is seeking a confident Customer Service Team Member for a 24-hour shift pattern at our Bowen Hills central laboratory. You will coordinate calls, support SNP sites, and act in emergencies including fire warden duties, while maintaining building security and patient liaison responsibilities.

This role requires strong customer service instinct, teamwork, and the ability to multi-task within a health-care setting, with after-hours duties and a rotating roster

Qualifications

• An ability to provide excellent customer service to all stakeholders.
• A passion for helping people.
• An ability to provide practical solutions calmly and efficiently in challenging situations.
• Moderate to advanced computer literacy with ability to adapt to new programs and technology.
• Commitment to continuous improvement and ongoing learning.
• Ability to work within a rotating 24/7 roster including weekends/public holidays.

Responsibilities

• Coordinate incoming calls through SNP’s switchboard and support SNP sites.
• Act as primary contact and coordinator during emergencies, including Chief Fire Warden duties.
• Manage building security, alarms, CCTV, and visitor access during/after hours.
• Monitor equipment temperatures across SNP facilities in QLD and NSW.
• Issue patient results to doctors/hospitals after hours and escalate urgent results.
• Monitor Building Management System and address building issues.
• Sort, process, and distribute patient samples; liaise with on-call staff.
• Coordinate couriers and hospital collection staff for timely pick-ups and deliveries.
• Provide general information to patients and referring doctors.

Skills

Customer service

Communication

Decision making

Multitasking

Tools

MS Office

Job description

Customer Service Team Member 24 Hour Shift Work

Based at Sullivan Nicolaides Pathology’s central laboratory in Bowen Hills, you’ll play a pivotal role in supporting the organisation’s core operations.

Key operational responsibilities include:

Coordinating incoming calls through SNP’s main switchboard and providing support to all SNP sites

Acting as the primary contact and co-ordinator during emergencies, including performing Chief Fire Warden duties, administering first aid, and responding to critical incidents across SNP locations

Managing building security, including responding to alarms, monitoring CCTV, and coordinating visitor access during business hours, and coordinating with security team outside hours.

Monitoring equipment temperatures across SNP facilities in Queensland and New South Wales

In addition, during after-hours shifts, the team oversees several key departmental functions, such as:

Issuing patient results to doctors and hospitals, including the escalation of urgent or critical results

Monitoring the Building Management System at Bowen Hills and addressing any building-related issues

Sorting, processing, and distributing patient samples, identifying urgent requests, and liaising with on-call staff as required

Coordinating couriers and hospital collection staff for timely pick-up and delivery of samples

Providing general information to patients and referring doctors

What we are looking for

We are currently seeking aconfident, self-managing person who works well both in a team environment and autonomously, thrives on challenges and efficiently multi-tasks.

This is an exciting opportunity for the right person who is able to work across multiple teams in a 24/7 role, whilst also participating in the Doctor’s Services contact centre roster. If you are someone who is comfortable making decisions, doesn’t shy away from responsibility, and has a genuine interest in healthcare, then this is the position you’ve been looking for!

To be successful in this role, you will need to demonstrate the following:

An ability to provide excellent customer service to all our stakeholders;

A passion for helping people;

An ability to provide practical solutions calmly and efficiently in challenging situations;

Moderate to advanced computer literacy with the ability to quickly adapt to new programs and technology;

A commitment to continuous improvement and ongoing learning; and

The ability to work within a rotating 24/7 roster which includes weekends and public holidays and covering personal and annual leave.

Although desirable, full training will be provided for the right candidate.

Previous experience in pathology or healthcare;

Previous experience with facility management;

Previous experience in the coordination of emergency situations; and

Previous experience handling high volumes of incoming calls

About Sullivan Nicolaides Pathology (SNP):

Sullivan Nicolaides Pathology (SNP)is one of Australia's leading providers of diagnostic pathology services, recognised for our unwavering commitment to excellence in patient care and high-quality testing. As part of the global Sonic Healthcare network, we operate a wide-reaching network of laboratories and collection centres, offering comprehensive services across histopathology, cytopathology, and molecular diagnostics.

At SNP, we don’t just offer jobs, we build long-term careers. With many of our team members celebrating over 20 years of service, we pride ourselves on delivering genuine opportunities for learning, development, and career progression.

We foster a strong culture of support and collaboration, backed by an open-door policy and a shared dedication to excellence. Every team member plays a vital role in delivering accurate, timely results that support the health and wellbeing of our community.

Why Choose Us?

Benefits Platform:Gain access to exclusive discounts and store cards from hundreds of retailers across Australia. Enjoy significant savings at over 9,000 locations!

Novated Leases:Take advantage of our novated leasing options. Finance a vehicle of your choice with potential tax savings and simplified management.

Fitness Passport:Stay active with discounted gym memberships at any gym of your choosing. Prioritise your health and wellbeing with ease!

Parental and Adoption Leave:We believe in supporting families! Enjoy twelve weeks of paid parental and adoption leave, giving you the time you need to welcome a new addition.

Employee Assistance Program (EAP):Access a free, confidential, and voluntary counselling service for you and your immediate family, available whenever you need support.

Career Opportunities:At Sullivan Nicolaides Pathology and Sonic Healthcare, your career path is full of possibilities! Enjoy structured progression, pay increases, and training in advanced skills.

Medicare Rebates:Benefit from exclusive Medicare rebates for pathology and diagnostic imaging services for you and your family.

We embrace diversity:Sullivan Nicolaides Pathology is an equal-opportunity employer and is committed to creating an inclusive environment for all employees. We also value candidates with Australian Defence Force (ADF) experience and encourage veterans and partners of veterans to apply.

Join Us!

If you are committed to providing high-quality patient care and want to enjoy these incredible benefits, we would love to hear from you!