Patient Services & Access Contact Centre

About the Role

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 through the hospital. This role is ongoing Full time including an ADO with the possibility of work from home days.

Key Responsibilities Include:

• 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

About you

• Computer literacy
• Excellent communication skills.
• Customer focused.
• Demonstrated commitment to quality. Ability to work effectively within a multidisciplinary team.
• Initiative and enthusiasm.
• Attention to detail

Benefits

• Centrally located, close to public transport and a short walk to the CBD
• Friendly culture
• Flexible work arrangements
• Salary packaging and subsidised car parking
• 5 weeks annual leave, plus monthly ADO's for full time employees and 17.5% leave loading
• The Eye and Ear is an equal opportunity employer.

Click here to view position description.

Applications close 04/03/2026.

About the Eye and Ear

The Royal Victorian Eye and Ear Hospital is a world class specialist hospital in eye and ear care providing services across Victoria. The hospital recently completed a major redevelopment. For more information see The Royal Victorian Eye and Ear Hospital | Melbourne

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