Contact Centre Officer

We are currently recruiting several Contact Centre Operator roles to provide world-class customer service for participants and healthcare professionals that contact the National Cancer Screening Register.

At Telstra Health, we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered.
With the backing of our parent company Telstra, we're all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.

Join us in improving care through technology!

What's the opportunity?

Telstra Health operates the National Cancer Screening Register on behalf of the Australian Government.
The register is a digital platform that enables a single electronic record for Australians who participate in screening for cervical and bowel cancer.
It helps improve cancer screening outcomes for individuals by inviting and reminding eligible participants when they are due for screening and by providing screening histories to a patient's healthcare provider to help inform appropriate care.

We currently have multiple Contact Centre Operator roles available to be a part of this program.

About the role:

• Work within a team to answer telephone-based end user queries - verifying information, monitoring and responding to incoming and outgoing phone calls.
• Respond to emails from healthcare professionals and participants.
• Accurately maintain participant records and investigate exceptions by following up with the Team Lead or the healthcare professional.
• Maintain confidentiality and handle sensitive matters diplomatically and discreetly.
• Utilise appropriate systems and processes and adhere to all NCSR policies, procedures, and work instructions.
• Escalate issues as appropriate in accordance with NCSR policies, procedures, and work instructions.
• Make continuous improvement suggestions to the Contact Centre Team Leaders and Contact Centre Manager.
• Work in a team environment and share a team load.

About you:

You will have customer service experience - ideally from retail, hospitality, or even call centres which will demonstrate:

• Telephone-based customer service.
• High level customer focus and ability to positively relate and interact with people to foster productive outcomes.
• Ability to work under pressure with conflicting priorities and/or meeting strict deadlines.
• Competent data entry skills and high-level attention to detail.
• High level verbal and written communication skills.
• Certificate II or III in Customer Contact (desirable, not essential).

The contact centre hours are 8 am to 9 pm Monday to Friday, working a flexible rotating roster.

As the Contact Centre Officer, you will be required to work from our modern office in Melbourne CBD.

What are some of the benefits of the business?

• When you join us, you join a team of experts - our team boasts a wealth of skills, expertise, and knowledge across a wide range of health and tech areas for you to tap into so there will be plenty to learn and do!
• Having the backing of our parent company, Telstra, means we are part of an even bigger team of changemakers.
  Our start-up culture powered by one of Australia's biggest brands means innovation is always front of mind.

And it doesn't stop there…

• A free Telstra mobile and plan for eligible employees.
• 30% discount on various Telstra products and services.
• 16 weeks paid gender-equal parental leave, culture, family, and domestic violence leave, as well as the option to purchase additional leave.
• Career break and study assistance.
• Ongoing development through various learning programs, access to O'Reilly and LinkedIn Learning, and much more.
• Free 24/7 professional and confidential support for you and your family.
• Employee rewards program that includes discounts on shopping, electronics, gym memberships, movie tickets, health insurance, and more.

We are passionate about creating an environment that's inclusive and supportive.
We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.
Even if you don't check every box above, we encourage you to apply today or get in touch with us on ***.

We are a Circle Back Initiative Employer.
We commit to respond to every applicant, and you will hear back from us soon.

Learn more about how Telstra Health is improving lives through digitally-enabled care here.