Customer Care Operator

at Murdoch Childrens Research Institute
Location Melbourne, Australia
Date Posted November 25, 2020
Category Customer Service
Job Type Full-time
Send Resume at christia.finn@vcgs.org.au

Description

Customer Care Operator Murdoch Childrens Research Institute location Melbourne. Salary Salary range is $60,337- 66,617 pa + super.

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 provides Pre- and Post- Analytical support services to the diagnostic arm of VCGS. Customer Care consists of specimen reception, data entry, liaison and co-ordination, clerical admin and call centre. Tens of thousands of Specimens are received into the Specimen Reception each year, and they are processed in the laboratories by using a combination of manual and instrumentation automated workflows.

The opportunity as our Customer Care Operator (Call Centre Data entry) you will have a key role answering and logging phone enquiries and requests in a timely, professional manner and completing data entry for all requests received. You have excellent communication skills and a proven ability to build rapport as this role will predominately see you logging incoming and outgoing calls into the Labware LIMS call centre module and duties working in phone reception.

You will have previous experience in a similar role collating data, answering queries as well as process improvement. You have an eye for detail with a natural disposition for time management as you will be working on various tasks across five subdivision in the Customer Care Group. Part of your role will see you working with scientists and supporting the wider team. You embody service excellence and have the ability to build relationships with a variety of stakeholders.

Your responsibilities include but are not limited to 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 these communication into Labware.

Completing data entry for all labs within VCGS serviced by the Customer Care Group Post-test administration, i.e. report generation and distribution. Word processing and data input – knowledge of Labware LIMS, Word, Excel and Outlook. Courier bookings for sample pickup. Train other staff in your designated responsibilities as required to ensure appropriate back up.

You demonstrate 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. 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, prioritize 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. Working with Children & National Police Clearance (if appointed) in compliance with the Victorian Governments Child Safety Standards. Your right to reside and work in Australia and you meeting any applicable visa conditions.

On offer 12 month full contract available. Salary range is $60,337- 66,617 pa + super. Benefits include salary packaging, childcare, Employee Assistance Program, mindfulness sessions, gym, and bike storage