GM Operations - Contact Centre Triage

Location: melbourne
Salary: $220000 per annum
Job Type: permanent
Contact: Michelle Young
About the Business
Our client helps organisations improve the life, health and employment outcomes of populations.  Their customers are from the government sector and private businesses who are responsible for the health and employment outcomes of an individual.  With a team of almost 4,000 across Australia, they are backed by over 900 independent medical specialists.


About the Role
The General Manager Operations - Triage plays a pivotal role ensuring the effective and efficient operation of triage services. This role provides leadership and management to cultivate a high-performance culture driven by positive stakeholder engagement.  You will ensure that the triage services meet business objectives and supports participants in accessing services, ultimately enhancing their quality of life.  Other responsibilities include:
  • Lead, supervise and support Triage Delegate Leads, RAC Funding Liaison Leads, Administrator Leads and their teams, to ensure consistent and high-quality triage of referrals and individuals requiring our support.
  • Provide guidance and support to Leads in complex or challenging cases, including deciding priority levels and providing alternative pathways for ineligible clients.
  • Maintain high levels of client satisfaction by ensuring the triage processes are thorough, accurate, and client-centered
  • Ensure set up and ongoing implementation of all systems required to perform Triage processes including phone lines, IVR’s, redundancy plans, reporting etc
  • Ensure all clinical activities comply with the organization’s Quality Management System (QMS) and relevant industry standards
  • Identify opportunities for innovation and continuous improvement and encourage and foster this focus organization-wide
 
About You
  • Extensive senior experience as a Contact Centre Manager (or higher) in a healthcare environment required
  • Tertiary qualification in a health-related discipline (registered nurses, medical officers, occupational therapists, physiotherapists, and social workers) desirable but not required
  • Minimum of 2 years’ experience in health care contact centres, with significant experience in a supervisory or managerial role.
 
How to apply
Click on the APPLY button or contact Michelle Young on 0483 918 526 for a confidential discussion.

Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.

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