Customer Services & Admissions Manager - Clayton, Moorabbin & VHH
Clayton, VIC, AU, 3168
Monash Health exists to reimagine care, so that people can live their best lives.
We provide safe and equitable care, for every stage of life, delivered with world-leading expertise and over 175 years of experience.
As a leading academic health service, we're committed to providing tomorrow's care today by integrating research, teaching and training into everyday practice.
Our team of 24,000 people are full hearted, open minded and all in. Together, we provide more than 250 integrated services for every stage of life at over 50 locations and in the community across south-east Melbourne, Victoria, serving 1.2 million residents in the South Metro Local Health Service Network.
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- Key customer service leadership role
- Deliver an exceptional customer experience to three hospitals in our network
- Permanent, full time role, based at Clayton with travel across sites
About the Role
Oversee the delivery of an outstanding customer experience, every time.
This is a rare opportunity for an experienced Customer Service professional to lead our patient-facing administrative teams at three of our key locations. Reporting to a skilled, influential Operations Director, you’ll be accountable for ensuring your front of house teams deliver a friendly, empathetic and efficient customer experience to everyone who interacts with our health service, whether in person, virtually or by phone.
In this varied role, your success will be measured across these key result areas:
- Operational performance and patient flow
- Collaboration and establishment of effective functional business relationships to maximise influence
- Excellence in customer service, in every interaction
- Admissions governance and data integrity
- Education and capability development
- Leadership and change management
- Communication and information management
Partnering effectively with a peer Customer Service Manager for other Monash Health sites, this role has accountability for our Customer Service and Admissions functions at Monash Medical Centre, Clayton, Moorabbin Hospital and the Victorian Heart Hospital. Accordingly, travel across Monash Health will be required. While the consumer facing nature of this role requires an on-site presence, we have some flexibility in relation to days and hours of work.
About You
A natural collaborator, you relish the opportunity to ensure a consistently kind, caring and friendly service is delivered by the teams you lead. Demonstrating “out of the box” thinking and a capacity to innovate, you embrace opportunities to trial new approaches and to manage changes to operating practices when relevant. Above all, you are passionate about making our patients’ and visitors’ experience the best it can be.
On a personal level, you are:
- Highly organised
- Flexible and able to adapt readily to changing priorities
- A highly effective communicator, with active listening skills
- An inspiring leader who brings out the best in your people
What you need
- Demonstrated experience leading a large service delivery team in a complex environment
- Proven success in training and developing your people to work to their full potential
- Strong knowledge of health services operations, in particular:
- Admissions policies and procedures
- Patient Administration systems (PAS)
- Health Information and Patient Services
- Demonstrated ability to effectively manage resources, systems and service performance
- Current driver’s licence
A business or health-related qualification, along with experience in a healthcare, emergency services, aged care or other high risk, regulated environment, are highly desirable.
Benefits of working at Monash Health
Monash Health offers a range of benefits, including:
- Comprehensive employee health and wellbeing programs including Fitness Passport
- Five weeks annual leave with leave loading
- Monthly ADOs for full-time employees
- Salary packaging benefits
For a confidential discussion and to explore this opportunity further, please reach out to Alex Caravelas, Operations Director, Patient Flow and Emergency Management, on 0436 690 795.
Position Description can be found here
Our Culture and Values
At Monash Health, our people are at the heart of everything we do. Our culture is inclusive, supportive and future-focused, underpinned by clear values and a commitment to continuous improvement.
Our teams play a critical role in bringing our new strategy to life, challenging traditional approaches, embracing innovation, and ensuring every appointment reflects our commitment to equity, transparency and excellence.
You’ll be encouraged to share ideas, contribute to improvement initiatives, and grow alongside experienced professionals who are passionate about what they do.
We are Full Hearted, Open Minded and All In, enabling excellent service delivery and a positive candidate and employee experience every time.
We recognise the value of equal employment opportunity. We are committed to patient safety, promoting fairness, equity and diversity in the workplace and to Child Safe Standards.
How to Apply
Applications are accepted via the Monash Health online EHub system. For information including how to apply and probity check requirements, please click here for the ‘Application Guide’
Applications will be screened upon receipt and selection activity may commence prior to the closing date.
Applications close: 14 July 2026