Job Description

Location: Melbourne | Northern Metropolitan

Job type: Not provided

Organisation: Royal Women’s Hospital

Salary: Salary not specified

Occupation: Administration/Secretarial, Communications, Marketing and Media, Finance, Human Resources, IT and Telecommunications

Reference: 22010

Switchboard and Information Desk, Patient and Visitor Services
Full time ongoing role.
38 Hours per week, rotating roster

The Royal Women’s Hospital is Australia’s first and largest specialist hospital dedicated to improving the health and wellbeing of newborns and women of all ages. To join the Women’s is to be instrumental in forging progress towards health equity for women from ground-breaking research through to the bedside delivery of multi-disciplinary clinical care.

Creating exceptional experiences is at the heart of everything we do for our patients, their families, and our people across our specialised services within maternity, neonatal and women’s health.

Within the People and Patient Experience Directorate is the Patient and Visitor Services Team that includes The Women’s Welcome Centre, Switchboard and Information, Consumer Health Information and the Volunteer Program.

The Switchboard provides a twenty-four hour phone and paging service 365 days per year, and the Information Desk that operates most days of the year. Both of these services are often the first point of contact for our patients and visitors and play a pivotal role in contributing to exceptional customer service.

Your contribution

You will work rostered Switchboard and Information Desk shifts, rotating over morning, afternoon and evening shifts, 7 days a week. Night shifts (over-night) will be occasionally required. You will provide information in a highly professional and caring manner and link patients, members of the public, staff, medical consultants and volunteers to the services and information they need. You will exemplify patient-centred service that exceeds patient and visitor expectations, contributing to their highly positive experience with the Women’s. You will maintain professionalism under pressure and calm confident Emergency Code responses

Your duties will include (but are not limited to) the following:

Demonstrating respect and compassion with every person that they speak with. Conduct themselves with the highest degree of honesty and integrity in every interaction.

Operating the Switchboard with proficiency, answering external and internal phone calls, determine the nature of calls, provide helpful and accurate information and direct callers to appropriate individuals or departments.

Responding to Emergency Code notifications in a calm and confident manner, following established policies and procedures.

Providing Information Desk enquiry services to patients and visitors, and release information in accordance with policies and procedures. Direct people to appropriate wards, clinics and departments.

About you

To be successful within this role you will need to have:
Demonstrated excellence in customer service

Excellent communication skills, and able to read, write, and speak English with fluidity and confidence

Hands-on experience in Switchboard operations in a busy and complex environment

The ability to remain calm under pressure, make independent decisions when needed while keeping consumer at the heart of decisions

Strong office administrative skills and attention to detail

Our offering

When you join the Women’s you unite with talented people who share your purpose and unwavering determination to advance health outcomes for all women. You will find a workplace that is collaborative, progressive and passionate about learning and working together in multi-disciplinary teams to ensure you find the exceptional in your everyday.

Our staff benefits program includes salary packaging, on-site car parking and childcare (subject to availability), alongside a range of discounted financial, lifestyle and wellbeing benefits provided by our staff benefit partners. To learn more, please visit: www.thewomens.org.au/careers/why-work-at-the-womens/staff-benefits/

We are proudly Breastfeeding Association accredited. The Women’s is committed to gender equity principles and our people have an awareness of and sensitive approach to violence against women/family violence matters.

The Women’s is an equal opportunity employer committed to diversity and social inclusion. We welcome applications from culturally and linguistically diverse backgrounds, including those from Aboriginal and/or Torres Strait Islanders, people with lived experience of disability and people who identify as LGBTI.

It is a policy of the Women’s to provide reasonable adjustments for persons with a disability. If you need assistance or adjustments to fully participate in the application or interview process, please contact the hiring manager listed under ‘Contact Person’

Ready to make the move?

For more information about the position, please see the Position Description attached and apply online by selecting “apply now” below.

All appointments to the Women’s are subject to a satisfactory clearance of Working with Children Check and Police Check.

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