Switchboard Operator

austinheal; City of Melbourne; On-site; AUD 42,000 - 70,000; Part time

Benefits offered by this job

Salary packaging

Wellness program

Onsite childcare

Mentoring & career development

Job summary

Austin Health is seeking a Switchboard Operator to join our Information & Services Directorate on a part-time basis (30 hours per week). You will be the first point of contact for patients and the public, answering calls, screening inquiries, and directing them to the right service while upholding confidentiality and empathy.

A regular day includes managing the switchboard and reception desk, coordinating with clinical and admin teams, and supporting the Patient Portal navigation.

Qualifications

• Excellent communication skills and a patient-centred approach.
• Ability to handle multiple tasks with accuracy and discretion.
• Reliable, flexible and capable of working in a fast-paced environment.

Responsibilities

• Answer, screen and prioritise incoming calls and enquiries from patients and the public.
• Respond to patient inquiries via phone and email regarding access and use of Patient Portal.
• Initiate emergency procedures and manage paging when required.
• Maintain the Switchboard contact database and handle out-of-hours rosters.
• Provide shift coverage on the switchboard and reception desk and support confidentiality.

Skills

Excellent communication

Patient-focused service

Flexibility

Job description

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Austin Health is the major provider of tertiary health services, health professional education and research across three campuses in the north-east of Melbourne and statewide. We have a highly engaged, diverse and collaborative workforce that is unified by our goal to help people live healthy and fulfilled lives.

About Switchboard Services

Switchboard Services form part of the Information & Services Directorate and are often the health service’s first point of contact with the public. Our team is responsible for managing both the switchboard and the reception desk located at the main entrance of Austin Hospital, as well as supporting patients to access and navigate Austin Health's Patient Portal

About the role

We are seeking a Switchboard Operator to work with our team on an on-going part-time basis of 30 hours per week.

A regular day will see you:

• Answer, screen and appropriately prioritise all telephone calls and enquiries, including responding to patient enquiries via phone and email regarding access, navigation, and use of Patient Portal and providing clear, empathetic, and accurate information to support their digital experience.


• Action emergency procedures, initiate emergency paging, and make public address announcements when necessary.


• Maintain and update the Switchboard contact database and review & action emails related to out-of-hours rosters.


• Provide shift coverage as per the 24/7 roster requirements, work on the switchboard and reception desk, and ensure flexibility and punctuality.


• Communicate effectively with the team, assist with training new staff, ensure patient confidentiality, and promote a supportive working environment.

About You

As a Switchboard Operator, you will be someone who has excellent communication skills, with a strong commitment to excellence in patient care. You'll bring energy and drive to your work and have a keen interest in developing your skillset.

To be successful in this role, you'll bring with you:

• Patient focus approach to service delivery


• Flexible and responsible attitude

Working at Austin Health means enjoying a strong sense of purpose, engaging in meaningful work every day. Our people also receive a variety of rewarding benefits, including:

• Greater take-home pay through generous salary packaging, for living expenses, meals, and holiday accommodation.


• A suite of wellness initiatives designed to support you, including discounted fitness memberships and special offers on health insurance, and a comprehensive wellbeing program.


• Onsite childcare at Austin Hospital, easy access via public transport and car parking options.


• Mentoring and career development opportunities.

Work with us!

We are committed to cultural safety and health equity for Aboriginal and/or Torres Strait Islander People. We celebrate, value, and include people of all backgrounds, genders, identities, cultures, bodies, and abilities. We welcome and support applications from talented people identifying as Aboriginal and/or Torres Strait Islander, people with disability, neurodiverse people, LGBTQIA+ and people of all ages and cultures.

All appointments are made subject to a satisfactory National Police Check and if required, a Working With Children Check. Austin Health is a child safe organisation, committed to upholding the rights, safety, and wellbeing of children and young people in line with Child Safe Standards.If you require any reasonable adjustments to the recruitment process, you are welcome to reach out to the hiring manager:Roisin Stewart, Manager Switchboard Services at [e-mail].