Patient Contact Centre Team Leader

Who are we

Virtus Health Limited (ASX: VRT) is the largest provider of assisted reproductive services in Australia. We are also a market leader in Ireland, Denmark and have a growing presence in Singapore and the UK. Globally, we run 43 fertility clinics and in Australia we also operate seven day hospitals and the Virtus diagnostic and pathology service.

We are searching for Patient Contact Centre Team Leader to join our Commercial Services team. This role, based in Melbourne, will report to the Commercial Services Manager and is a key member of the Management team.

The opportunity

A new and evolving role, the Patient Contact Centre Team Leader will be responsible for the planning and oversight of Melbourne IVFs (MIVF) Contact Centre and Reception.

In your new role you will:

  • Supervise the MIVF Contact Centre and Reception, providing support, direction and training on relevant systems, processes and workflows.
  • Monitor workflow and allocates tasks to ensure service levels are maintained.
  • Act as a point of escalation for complex patient issues and problems.
  • Identify and escalate potential system and process improvements with the aim to enhance the patient's journey.
  • Respond to incoming calls and messages in a timely, professional, welcoming and valuable manner befitting of a 5 star service.
  • Provides a bespoke, 5-star visitor Reception experience aligned with MIVFs brand standards of being a leader.


  • Substantial experience in Contact Centres and Reception in the health care sector is required to be considered for this position.
  • Experience in the application of best practice Contact Centre techniques.
  • Experience in advocating for change and implementing your ideas in how to streamline processes and procedures.
  • Experience in managing a busy team.

Our culture

We are a team with a clear purpose: we work together to continuously improve the care and services we provide.

We see a future where everyone in the community has the opportunity to create a family. Patient care, scientific and clinical leadership and a passion for making a difference to peoples lives is always at the forefront of our minds. Collaboration, agility and the curiosity to investigate new ideas is how we will continue to grow as a market leader.

27/07/2020 $0 CBD & Inner Suburbs 1 Call Centre & Customer Service
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