Operations & Customer Experience Manager at CHG Healthcare

Sydney, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

03 Jan, 27

Salary

55000.0

Posted On

05 Oct, 26

Experience

8 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Industry

Transportation & Logistics

Description

About the RoleAs Operations & Customer Experience Manager, you will be responsible for ensuring our clinics operate efficiently, consistently and with a strong focus on customer experience.You will lead our clinic administration and support functions, working closely with clinical leaders and the broader CHG team to ensure our clinicians have the operational support they need to deliver great care and our patients and clients receive a consistently positive experience.A key part of the role will be building capability within the team. Rather than personally solving every operational issue, you will establish clear expectations and accountabilities, develop your people and ensure the right systems and processes are in place for issues to be resolved effectively at the appropriate level.You will maintain strong visibility across operations, understand where challenges and opportunities exist, and use data, feedback and operational insights to continually improve performance and customer experience.Your responsibilities will include:Leading the day-to-day operations of CHG’s Adelaide clinics through capable and accountable teams
Leading, supporting and developing clinic administration and customer service teams
Setting clear service standards and creating a consistently positive experience for patients and clients
Ensuring clinicians are supported by effective administrative processes, systems and workflows
Monitoring clinic activity, productivity, service levels and operational performance
Using data, feedback and customer insights to identify opportunities for improvement
Improving workflows, systems and the end-to-end customer journey
Building team capability and accountability so operational issues are effectively managed within the team
Supporting workforce planning and ensuring appropriate administrative coverage across clinics
Working closely with clinical leaders to coordinate effective service delivery
Supporting recruitment, onboarding, training and development of clinic support staff
Establishing clear expectations, processes and accountabilities across operations
Supporting the implementation of new services, systems and operational initiatives
Building consistency in the way our clinics operate while recognising the individual needs of each location
Contributing to the continued growth and development of CHG

About YouYou are an experienced operational leader who knows how to create an environment where people understand what is expected of them, take ownership and deliver a consistently high standard of service.Experience within a clinic, healthcare or similar customer-facing environment will be particularly valuable. You understand that great operations are about much more than keeping the diary moving. They require strong leadership, capable teams, effective systems and a genuine focus on the experience of patients, clients and clinicians.You are comfortable being visible and connected to the operation without needing to personally manage every issue. You know when to step in, when to coach and when to empower your team to take ownership.You will bring:Experience leading operations, customer experience or service delivery teams
Experience within a clinic, healthcare or other fast-paced service environment, ideally supporting multidisciplinary clinical teams
Strong people leadership skills with the ability to build an engaged, capable and accountable team
A genuine focus on creating an exceptional patient and client experience
Experience improving systems, workflows and operational processes
Confidence using data and KPIs to understand performance and drive improvement
Strong organisational skills and the ability to oversee competing priorities across multiple locations
Commercial awareness and an understanding of how effective operations and customer experience contribute to productivity and business performance
Strong communication and stakeholder management skills
A proactive, solutions-focused approach with the ability to identify issues, establish solutions and build sustainable ways of working

Responsibilities