Who Are We?

Victorian Clinical Genetics Services (VCGS) is a not-for-profit subsidiary of the Murdoch Children's Research Institute 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.

We are committed to ensuring a positive working environment that values all backgrounds and experiences. We cultivate an inclusive culture that is underpinned by equal opportunity for all and a culture based on respect, consideration and dignity. We are also committed to developing our people and fostering an environment where learning and development is central to our staff reaching their full potential.

Your Opportunity:

We are seeking an enthusiastic Customer Care Operation to help serves the needs of the Clinical Genomics laboratory at VCGS. The Customer Care Operators (Liaison and Co-ordination) team members have a key role in ensuring the efficient and effective accessioning of patient test requests and patient samples. The Laboratory offers a unique genomic sequencing service, using the patient's clinical presentation as the tool to drive its analysis pathway. A multidisciplinary team approach (scientists, clinical geneticists, genetic counsellors and bioinformaticians) is employed to provide the most comprehensive investigation, interpretation and patient support required to help find answers to complex genetic health conditions.

role responsibilities

The Customer Care Operator will be responsible for providing effective administrative support to ensure that all test paperwork and sample requirements have been met prior to patient samples being processed. Team members will be Subject Matter Experts (SME’s) for their specific area. Given the need for continuous client and laboratory support and time sensitive tasks, cross coverage for busy periods and leave will be required. The role therefore requires cross training and support between each of the areas listed above. Liaison and Co-ordination team members will report directly to the Customer Care Manager (operational line manager), but their daily work direction (and technical advice) will come from the Head of Clinical Genomics, Genomics Program Manager or section leaders from Clinical Genomics laboratory. 

Our ideal candidate will possess excellent communication skills with the ability to adapt, show resilience and work proactively in a customer centric environment. You will be confident working to high standard of accuracy as is required in a diagnostic laboratory. You will also have critical eye for detail and be able to manage your time effectively whilst problem solving and prioritising workloads.

Your responsibilities include but are not limited to:

• Assisting in the provision of the effective and efficient delivery of services by the Clinical Genomics laboratory as part of the Customer Care Group.
• To be a point of reference for troubleshooting patient samples (e.g. seek missing patient demographic data, clinical information, consent forms, billing information, clinician contact details,, request positive control samples or external laboratory report where required).
• Ensuring patient referral forms have all appropriate information recorded and meet requirements for testing prior to full data entry.
• Paperwork requests may be received via email, hard copy (following a clinic appointment) or sent directly to the laboratory. Ensure all required paperwork has been received and follow up with relevant referrer where required.
• Prenatal diagnosis is a particularly time sensitive service also provided by the division and requires accurate and timely follow up of information.
• Become proficient in the use of essential laboratory data bases such as GitLab, REDCap, LabWare and others as required.

Selection Criteria:

• Victorian Certificate of Education (VCE) or equivalent and/or a Certificate or Associate Diploma in an area of health science/practice.
• A conscientious and responsible approach to laboratory support work.
• Critical eye for detail.
• Ability to work to a high standard of accuracy as is required in a diagnostic laboratory.
• Ability to manage time effectively, problem identify and solve, prioritise tasks/workload.
• Excellent communication skills that are client focused.

What’s in it for you:

• 12-month Contract Length (Possible Extension).
• Attractive Salary $ 64,341- $ 75,869 per annum + Super (with Salary Packaging).
• Full Time Hours
• Flexible Working Options.
• Ongoing Career Development and Training.
• Paid Parental Leave Scheme.
• Health and Wellbeing Program and an Employee Assistance Program.

Apply Now!

A position description is attached. Any specific questions not answered in the position description should be directed to Audrey Chong [email protected] using the subject line: Customer Care Operator (Liaison and Co-ordination) (32821) enquiry via EthicalJobs.

If you believe you have what we're after please click 'Apply Now' to submit your application.

In one document only please place your:

• Cover Letter
• Response to Key Selection Criteria
• Resume

If you experience technical difficulties when submitting your application, please contact [email protected].

On occasions where we receive a large number of applications, we may close the advert ahead of the publicised closing date.

We would therefore advise that you submit your completed application as soon as possible.

All applicants please be aware that in line with the Victorian Chief Health Officer’s Directions, all MCRI and VCGS workers must be fully vaccinated, unless a medical exception applies. Applicants will be required to provide their Australian Government COVID-19 Digital Immunisation Certificate/s or evidence of medical exception or evidence of vaccination booking as part of our pre-employment requirements.

We encourage applications from Aboriginal and Torres Strait Islander people, all members of the LGBTQI community and people with disability.

Should you require any specific support or adjustments please talk to us and we will be happy to accommodate.

All appointments are made subject to a satisfactory Police Check and a Working with Children check is compulsory.

Thank you for your interest in this role. We look forward to receiving your application.