PS&A Administration Support

The Royal Victorian Eye and Ear Hospital is a world class specialist hospital in eye and ear care providing services across Victoria. Australia’s only specialist eye, ear, nose and throat hospital, the Eye and Ear has been providing care for the senses for over 160 years. The Eye and Ear has almost 90 different outpatient clinics for the diagnosis, monitoring and treatment of vision and hearing loss and provides a 24 hour emergency eye and ear, nose, and throat service. The Eye and Ear provides care annually for around 190,000 patients, with over 130,000 outpatients, nearly 44,000 emergency patients and over 14,000 inpatients. The hospital recently completed a major redevelopment to create a modern internal structure and to improve access for patients, visitors and staff.

Position Summary

In line with the Hospital’s strategic directions; to provide high-quality Administration support within Patient Services and Access Team in the Access and contact Centre. This role will ensure patients are provided with patient centred care from referral to appointment. The role will also contribute to the contact centre functions taking enquiries from patients/carers and referrers and assisting them in their journey throughout the hospital. 

Key Responsibilities

• Provide a customer focused approach to service delivery face to face and via phone within the department 
• Enter Referrals and wait list patients within required KPI’s as set out in the Department of Health Access Policy Offer appointments in accordance with patient focussed booking procedures and within requirements of the Specialists Clinics Access Policy
• Ensure that patients are given correct, timely information as required
• Ensure patient concerns and complaints are addressed and managed appropriately within the department or escalated as required
• Participation in quality improvement processes within teams
• Work within the wider multidisciplinary teams to ensure processes and procedures are followed
• Appropriate PPE and Occupational Violence training to be undertaken
• Providing support and direction to patients attending sites. 
• Escalation of issues as required  
• Other tasks as directed

98% accurate data entry with all mandatory fields entered and selected

Understanding and adherence to Specialist clinics Access Policy requirements and KPI’s 

Work within an Ethically and Legally Sound framework - Ensure responsibilities are undertaken in accordance with the Eye and Ear policies and procedures, Code of Conduct and applicable legislation.

All appointments are subject to a satisfactory Police Record Check, a working with children check (if applicable) and evidence of vaccination status.

Centrally located, close to public transport and a short walk to the CBD, we offer considerable employee benefits, including salary packaging, subsidised car parking as well as educational support

The Eye and Ear is an equal opportunity employer and is committed to providing a work environment free from harassment or discrimination and to promoting cultural diversity and awareness in the workplace.

The Eye and Ear is a smoke free environment.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply. 

At The Royal Victorian Eye and Ear Hospital, we are committed to supporting people with disability to gain employment and develop their careers; we encourage you to apply. If you would like further information about this role, please contact the hiring manager or the people and culture department to discuss.

Click  here to view the position description

Applications close 29/07/2025