Customer Service Team Member (Doctor Service Contact Centre)

Position: Customer Service Team Member (Doctor Service Contact Centre)

Location: Bowen Hills, QLD

Employment Type: Full-time (Monday - Friday, rotating shifts between 7:00 am - 6:45 pm) with occasional involvement in Saturday and public holiday roster if required

Availability Requirement: This is a full-time role requiring 7.5 hours per day, 5 days per week (Monday to Friday). If you are unable to commit to these hours, please do not apply.

Key Responsibilities

Sullivan Nicolaides Pathology now has a full-time opportunity for an administrative professional to work as a pathology customer service support team member in our Doctor Service Contact Centre based at our main laboratory in Bowen Hills, Brisbane. 

In this role, you will be primarily responsible for providing customer service assistance to our referring practitioners. 

It will require a friendly customer-focused individual with a highly professional nature, strong phone etiquette, and the ability to work effectively and multi-task in a fast paced environment.

Your experience and organisational skills will make you an integral part of a team committed to delivering outstanding customer service and improving the experience and outcomes for our clients.

Additionally, your strong written and communication skills and commitment to service excellence will ensure that you proactively and willingly deliver a personalised customer service experience.

Working at Sullivan Nicolaides Pathology’s main office at Bowen Hills and part of the Marketing team, the Doctor Service Contact Centre is responsible for several essential operation functions, including: 

• Providing exceptional service with strong customer focus to medical practitioners and their patients and SNP team members, ensuring effective communication between various sections within the laboratory; 
• Answering a high volume of incoming phone calls from medical centres, hospitals and nursing homes 
• Issuing of patient results to referring doctors and hospitals, including critical results that may require more extensive follow-up; 
• Actioning the urgent/critical phone queue 
• Performing daily administrative tasks 
• Providing assistance with pathology tests and reports, maintaining and updating medical centre and hospital details, and general enquiries 

What we are looking for

We are seeking a confident, self-managing person who works well in a team environment or autonomously, thrives on challenges and efficiently multi-tasks.

This is an exciting opportunity for the right person. If you are a person who is comfortable making decisions, doesn’t shy away from responsibility, has a genuine interest in healthcare and wants a long-term interesting job, then this is the position you have been looking for.

To be successful in this role, the ideal candidate will possess:

• An ability to provide excellent customer service, communication skills and phone manner to all our stakeholders;
• A passion for helping people, no matter what the request;
• Ability to maintain confidentiality when dealing with patient information;
• Demonstrated high level of attention to detail and accurate data entry abilities;
• Moderate to advanced computer literacy with the ability to quickly adapt to new programs and technology;
• An ability to respond and adapt confidently in a dynamic, fast-paced work environment; and
• A commitment to continuous improvement and ongoing learning.

Desirable attributes: 

• Administration experience within a healthcare environment providing compassionate client/patient care and proficiency using medical terminology
• Previous experience in pathology or healthcare
• Previous experience in handling high volumes of incoming calls

The successful candidate will be hard-working, enthusiastic and have the ability to show initiative. This is an excellent opportunity to join the team and make a positive contribution to the overall level of service delivered by Sullivan Nicolaides Pathology. 

Your Positive attitude and willingness to exceed customer expectations, combined with effective problem-solving skills, are key attributes that will see you succeed in this role. 

Extensive training will be provided over a six-month period.

This position will operate on rotating shifts between 7 am - 6.45 pm Monday - Friday with occasional involvement in Saturday and public holiday roster if required (overtime pay). 

About Sullivan Nicolaides Pathology (SNP)

Sullivan Nicolaides Pathology is a leading provider of diagnostic pathology services in Australia, renowned for our commitment to excellence in patient care and quality testing. With a network of laboratories and collection centres, SNP offers a comprehensive range of pathology services, including histopathology, cytopathology, and molecular diagnostics. We are part of Sonic Healthcare, a global leader in medical diagnostics, and our experienced team is dedicated to delivering accurate and timely results to healthcare professionals and patients.

Why Choose Us?

Enjoy an attractive remuneration circa $53,313 - $55,415 plus superannuation.

• Benefits Platform: Gain access to exclusive discounts and store cards from hundreds of retailers across Australia. Enjoy significant savings at over 9,000 locations!
• Novated Leases: Take advantage of our novated leasing options. Finance a vehicle of your choice with potential tax savings and simplified management.
• Fitness Passport: Stay active with discounted gym memberships at any gym of your choosing. Prioritize your health and wellbeing with ease!
• Parental and Adoption Leave: We believe in supporting families! Enjoy twelve weeks of paid parental and adoption leave, giving you the time you need to welcome a new addition.
• Employee Assistance Program (EAP): Access a free, confidential, and voluntary counselling service for you and your immediate family, available whenever you need support.
• Work/Life Balance: We understand the importance of balancing work with personal commitments. Our varied work hours, including part-time options, help you achieve the perfect balance.
• Career Opportunities: At Sullivan Nicolaides Pathology and Sonic Healthcare, your career path is full of possibilities! Enjoy structured progression, pay increases, and training in advanced skills.
• Medicare Rebates: Benefit from exclusive Medicare rebates for pathology and diagnostic imaging services for you and your family.
• We embrace diversity: Sullivan Nicolaides Pathology is an equal-opportunity employer and is committed to creating an inclusive environment for all employees. We also value candidates with Australian Defence Force (ADF) experience and encourage veterans and partners of veterans to apply. 

Join Us!

If you are committed to providing high-quality patient care and want to enjoy these incredible benefits, we would love to hear from you!

Please Note: Previous candidates need not apply.