Call Centre Coordinator

Your role at St John of God Health Care You will be responsible for the overall coordination of the Centralised Admission call centre and National Room Service call centre, ensuring the delivery of a high‑performing and patient‑centric admissions and room service experience. Your role will involve managing the admissions call centre team, overseeing caregivers who support patients with online admission, and managing the Kings Square and Bendigo room service call centres to provide timely and accurate meal ordering. You will also process and validate patient registration forms and monitor workflow patterns to maintain quality and efficiency. Responsibilities Implement and maintain initiatives that promote a culture of service excellence, employee engagement, and stakeholder satisfaction. Oversee the admissions call centre team and caregivers to support patients completing or requiring assistance with online admission. Manage the Kings Square and Bendigo room service call centres to ensure timely and accurate meal ordering. Process and validate patient registration forms. Monitor run‑of‑pattern workflow data and conduct regular performance appraisals for all direct reports, incorporating stakeholder feedback. Manage caregiver rosters and annual leave calendars, balancing workload against budget constraints, KPIs, and productivity targets. Resolve interpersonal conflicts and grievances in collaboration with HR, maintaining departmental relationships. Collaborate with the Resource Reporting & Quality Assurance Officer to develop and maintain critical resources that enable caregivers to perform their roles accurately, efficiently, and consistently. Assist with the implementation of process and procedure changes. Facilitate departmental caregiver meetings, attend other meetings, and contribute to working parties as required. Respond to ad‑hoc queries and investigate or escalate any issues that may arise. Anticipate and intervene in incidents of patient dissatisfaction, resolving them within hospital guidelines. Investigate customer complaints, implement lessons learned, and provide immediate responses. Coordinate the review, implementation, and management of admission processes. Prepare rosters and maintain efficient, cost‑effective resources within budget. Qualifications Applicants must demonstrate knowledge and experience with admissions processes and procedures in a private hospital environment. They should have experience developing, evaluating, and reviewing training programmes and resources. Strong analytical and problem‑solving skills are required, alongside the ability to work cohesively and collaboratively across the Admission Service team and Call Centre to enhance efficiency, quality, and the overall patient, doctor, and caregiver experience. Key Skills Corporate Paralegal Car Driving Design Engineering Electrical Controls Consultancy Benefits Salary: $101,492 – $110,432 per annum plus 12% Superannuation Permanent full‑time position (38 hours per week); part‑time hours considered for the right applicant. Location: Perth CBD Kings Square office. 40% work‑from‑home option. Salary packaging up to $18,550 on a range of benefits such as mortgage, rent, meal, entertainment, holiday accommodation, or other everyday living expenses, plus options to salary package benefits above the FBT cap on items including: Novated leasing Work‑related expenses Self‑education Additional superannuation Employee discount on St John of God Hospital & Medical Services and Private Health Insurance. Employee support through our dedicated free Employee Assistance Program (EAP). A healthy work‑life balance through flexible work options, additional purchased leave, and well‑being programs. Access to a range of Lifestyle Health & Wellbeing rewards and discounts. Paid Parental Leave. End‑of‑trip shower and bike facilities. Close to public transport. Contact For enquiries, contact Cian Breen, National Manager Admissions, on (08). Should suitable candidates be identified, shortlisting and interviews may commence prior to the advert closing. Please note unsolicited applications from recruitment agencies will not be accepted. EEO Statement St John of God Health Care embraces diversity and strongly encourages applications from Aboriginal and Torres Strait Islander peoples and people with disabilities. We are committed to providing a safe environment for all children and vulnerable people in our care and proactively take measures to protect children and vulnerable people from abuse. #J-18808-Ljbffr