Who Are We?

Victorian Clinical Genetics Services (VCGS) is a not-for-profit subsidiary of the Murdoch Children's Research Institute www.mcri.edu.au and provides a wholly integrated genetic testing, diagnostic and counselling service for health professionals, patients and their families across Victoria, Australia and globally. Our clinical geneticists and genetic counsellors work in close consultation with our medical scientists to provide the most accurate interpretation for complex genetic tests. VCGS also plays a pivotal role in research and development, driving translational research and policy development in the field of genetics.

The Customer Care Group sits under the Laboratory Services Unit and is operational Monday-Friday between the hours of 7am-7pm and the call center operates between the hours of 8.30am-5.00pm Monday – Friday. The service provides Pre- and Post-Analytical support services to the diagnostic arm of VCGS. The Customer Care Group consists of 5 areas - Specimen Reception, Call Centre, Data Entry, Liaison & Co-ordination, Clerical, Logistics and Courier Service. We provide Pre and Post analytical services. As well as being the first touch point for all specimens received the team manages all patient data in VCGS’s LIMS system.

The Opportunity

The purpose of the position is to meet the requirements of the Customer Care Group functions and the goals of the VCGS in terms of (but not restricted to) accuracy, timeliness and other customer service goals as determined by VCGS.

The occupant of this role will be required to be responsible for answering and logging phone enquiries and requests in a timely, professional manner and completing data entry for all labs under our service provision. They come under the supervision of the Customer Care group Team Leader. Call Centre duties predominantly include phone reception, logging incoming and outgoing calls into the Labware LIMS call centre module and during down times is expected to assist the rest of the team with data entry, photocopying, report send-out, filing etc pertaining to all patient data and laboratory management. As much responsibility as possible will be given to staff for dealing with these duties and a highly responsible attitude to the laboratory’s work will be required to perform these tasks to the standard necessary to support our high quality service. Administrative staff need to be able to work well in a team based environment and learn all aspects of laboratory support.

The administration staff supports the VCGS laboratories for an efficient functioning of the daily activities by answering doctor and clinic queries, mailing laboratory reports, reviewing scanned images, trouble shoot where required. Highly developed interpersonal skills are fundamental in the position of Customer Care Operator within Laboratory Services. Operational staff must be able to work in a team environment and with minimal supervision under busy conditions.

Your responsibilities will include but are not limited to:

• The occupant of this position must be flexible and willing to work at any time during our operating hours where required
• Answering the phone, effectively and efficiently and in a courteous and helpful manner
• Dealing with report requests from doctors, clinics and at times patients.
• Developing a thorough understanding of the differences in all the Labs, their “release of patient information” (reporting) rules.
• Dealing with external phone or email enquiries regarding samples and test results and/or direct calls appropriately and logging this communication into Labware
• Completing data entry for all labs within VCGS serviced by the Customer Care Group is an important aspect of this role.
• Select billing information
• Post-test administration, ie report generation and distribution
• Word processing and data input – knowledge of Labware LIMS, Word, Excel and Outlook
• Ability to set priorities, meet deadlines and establish time frames
• Filing
• Courier allocations - VCGS
• Understand the processes of your work area and have awareness of the processes of other related work area functions
• Challenge the norm and suggest solutions. Encourage and embrace new ideas
• Train other staff in your designated responsibilities as required to ensure appropriate back up
• Deliver laboratory administrative services in a timely and efficient manner, including times when workloads are high

You Demonstrate:

Essential:

• Clerical qualifications advantageous
• Experience in a Customer service role
• Experience in a Healthcare Service Industry, with an understanding of related issues within the environment is advantageous

Desirable:

• A conscientious and responsible approach to laboratory support work
• Critical eye for detail
• High volume data entry processing with a high degree of accuracy Demonstrated ability to assist and support change.
• Ability to work to a high standard of speed and accuracy as is required in a diagnostic laboratory
• Ability to manage time effectively, problem identify and solve, prioritise tasks/workload
• Effective written and verbal communication skills
• Ability to work independently or within a team as required
• General computer skills including familiarity with standard word processing programs
• A strong work ethic

On Offer:

• 12 Month Contract (Maternity Leave Cover)
• Full-Time
• Salary Range $60,337 - $66,617 per annum+ super + salary packaging
• On-site facilities include: car parking, childcare, Employee Assistance Program, mindfulness, gym, and bike storage… to highlight a few

Apply Now

For a full list of responsibilities and the key selection criteria download the position description.

Only applicants who address the key selection criteria will be considered. In one document please place your cover letter, key selection criteria, and resume. Applications will only be considered when submitted via the MCRI website.

For specific questions not answered in the PD please contact Audrey Chong [email protected], using the subject line: Customer Care Operator (Call Center/Data Entry) enquiry via EthicalJobs.

Click apply to proceed with your application.

A position description is attached.

Position Reference: 27555

MCRI is a proud member of the Australian Network on Disability. Should you require any specific support or adjustments please talk to us and we will be happy to accommodate.

Please note: Applications via recruitment agencies will not be accepted for this position