Customer Service Hub Coordinator

Te Whatu Ora; Auckland; On-site; NZD 73,000 - 77,000; Full time

Job summary

Te Toka Tumai Auckland Health NZ seeks Customer Service Hub Co-ordinators to support outpatient appointments across Auckland City Hospital, Starship Hospital and Greenlane Clinical Centre.

You will handle enquiries via phone, email and digital messaging, reschedule or confirm appointments, and coordinate interpreters or pre-appointment instructions while ensuring accurate data entry in clinical systems. This is a permanent full-time role with a seven-day service.

Qualifications

• Proven customer service or administration experience.
• Excellent verbal and written communication skills.
• Strong time management and prioritisation abilities.
• High attention to detail when entering information.

Responsibilities

• Respond to patient enquiries about outpatient appointments.
• Reschedule, cancel and confirm appointments.
• Coordinate interpreters or pre-appointment instructions.
• Support clinic utilisation by filling available appointment slots.
• Manage missed appointments and re-booking.
• Ensure accurate patient information in clinical systems.
• Communicate effectively with clinical and administrative teams.

Skills

Customer service experience

Verbal and written communication

Time management

Attention to detail

Team collaboration

Computer literacy

Job description

Patient Administration Services (PAS) Te Toka Tumai Auckland | Health New Zealand

Help shape a new way patients connect with our hospitals

We are looking for Customer Service Hub Co-ordinators to join Patient Administration Services at Te Toka Tumai Auckland.

This role is part of a Customer Service Hub, designed to provide a single, consistent point of contact for patients and whānau needing help with their outpatient appointments. By supporting appointment changes, answering enquiries and coordinating information across services, the Hub will play a key role in improving the patient experience across Auckland City Hospital, Starship Hospital and Greenlane Clinical Centre.

If you enjoy helping people, working in a fast-paced environment and being part of a supportive team, this is a great opportunity to contribute to the delivery of healthcare services across Auckland.

Te whiwhinga mahi | The Opportunity

As a Customer Service Hub Co-ordinator, you will support patients and clinical teams by managing outpatient appointment enquiries across multiple communication channels including phone, email and digital messaging.

• Responding to patient enquiries about outpatient appointments
• Rescheduling, cancelling and confirming appointments
• Coordinating requirements such as interpreters or pre-appointment instructions
• Supporting clinic utilisation by filling available appointment slots
• Managing missed appointments and facilitating re-booking
• Ensuring accurate patient information and data entry in clinical systems
• Communicating effectively with clinical and administrative teams

The Customer Service Hub operates seven days per week, helping ensure patients can access support when they need it.

• We are looking for people who are organised, patient-focused and confident communicating with a wide range of people.
• You will ideally have:
• Previous customer service or administration experience(minimum two years preferred)
• Excellent verbal and written communication skills, including a professional phone manner
• Strong computer literacyand confidence learning new systems
• Excellent time management and prioritisation skills
• High attention to detail and accuracywhen entering information
• The ability to remain calm and professional in a fast-paced environment
• A positive attitude and the ability to work collaboratively within a team

Experience working in a hospital or healthcare environmentor familiarity with clinical systems would be an advantage but is not essential.

Te Toka Tumai Auckland is part of Health New Zealand | Te Whatu Ora, providing healthcare services to more than half a million people across central Auckland and specialist services across New Zealand.

Our Patient Administration Services teams support outpatient clinics and patient scheduling across Auckland City Hospital, Starship Hospital and Greenlane Clinical Centre, coordinating hundreds of thousands of appointments each year.

We are committed to upholding Te Tiriti o Waitangiand providing culturally safe care while building a workforce that reflects the communities we serve.

• Competitive Health NZ salary band73,476 -76,551 annually
• Ongoing training and development
• Opportunities to progress within PAS
• Supportive team environment
• Meaningful work supporting patient care

Applications may close early if a high number of applications are received.

Job details

Job Reference:

Job Reference: ADHB25428

Location:

North Island - Auckland - Central Auckland

Job type:

Job type: Permanent Full time

Expertise:

Non-clinical - Administration - Administration