Switchboard Operator

Austin Health; City of Melbourne; On-site; AUD 42,000 - 54,000; Part time

Benefits offered by this job

Salary packaging for living expenses

Wellness initiatives

Onsite childcare

Mentoring and career development

Job summary

Austin Health is seeking a Switchboard Operator to join our team on an ongoing part-time basis of 30 hours per week. You will manage incoming calls, respond to patient enquiries about access, navigation, and use of the Patient Portal, and provide clear, empathetic information to support digital experiences.

The role involves handling emergency procedures, updating the switchboard database, and contributing to a 24/7 roster while maintaining confidentiality and a supportive work environment.

Qualifications

• Excellent communication skills.
• Patient focus approach to service delivery.
• Excellent computer skills.
• Flexible and responsible attitude.

Responsibilities

• 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.

Skills

Excellent communication skills

Patient focus approach to service

Excellent computer skills

Flexible and responsible attitude

Job description

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:

• Excellent communication skills
• Patient focus approach to service delivery
• Excellent computer skills
• Flexible and responsible attitude

Our benefits

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.

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.