Lead from the front in a fast-paced, patient-focused Contact Centre, supporting your team to deliver a positive outpatient experience with every call.
Employment Type: Permanent Full Time
Position Classification: Admin Officer Level 4
Remuneration: $78,183.85 - $79,973.57 per annum + super
Hours Per Week: 38
Location: James Fletcher Hospital | Awabakal Country
Requisition ID: REQ678091
Applications Close: Tuesday, 1st September 2026
Whilst this position is open to all individuals, it is targeted to Aboriginal or Torres Strait Islander people under section 21 of the Anti-Discrimination Act 1977. Aboriginal or Torres Strait Islander people are encouraged to apply and consideration will be given to suitable Aboriginal or Torres Strait Islander applicants to promote equal or improved access. Aboriginal or Torres Strait Islander applicants must demonstrate Aboriginal or Torres Strait Islander status in addition to addressing the selection criterion.
Where you'll be working:
The John Hunter Hospital Outpatient Contact Centre forms part of JHH Outpatient Services and is based at the James Fletcher Campus in Newcastle.
The Contact Centre is a busy, patient-focused service that provides a central point of contact for patients, families, carers and health professionals seeking information about referrals and outpatient appointments across a broad range of specialist services.
The team manages a high volume of enquiries and plays an important role in helping patients navigate their outpatient journey. While the team is not physically located within the outpatient clinics, they work closely with Referral Management, Waitlist Management, clinic administration teams, other dept Team Leaders and clinical services across John Hunter Hospital.
This is a fast-paced environment where no two calls are necessarily the same, and the team works together to provide patients with accurate information, clear direction and a positive experience when contacting our service.
About the role:
The Contact Centre Team Leader is responsible for the day-to-day operational leadership and support of the JHH Outpatient Contact Centre team.
The successful candidate will oversee daily workflow and staffing, support staff to manage a high volume of patient and stakeholder enquiries, provide guidance with complex or escalated matters, and ensure the team continues to deliver an efficient, professional and patient-focused service.
Day-to-day responsibilities may include monitoring workloads and service demands, allocating staff and priorities, providing advice and support to team members, managing escalated enquiries, supporting roster and leave management, coaching and developing staff, communicating service and process changes and working collaboratively with other Outpatient Services teams.
The Team Leader will also contribute to identifying opportunities to improve processes and workflows, particularly where changes can improve the patient experience or support the team to work more efficiently.
The role has direct responsibility for staff within the Contact Centre and reports to the Administration Manager, Outpatient Services.
About you:
Our ideal candidate is a calm, approachable and supportive leader who is comfortable working in a busy environment where priorities can change quickly.
Strong communication and interpersonal skills are essential. The successful candidate will need to communicate confidently with patients, staff, clinical teams and other stakeholders while also being able to support staff through challenging or complex interactions.
We are looking for someone who can balance the needs of the service with the needs of their team. They should be organised, solutions-focused and comfortable making decisions, while also knowing when to ask questions or escalate an issue.
Importantly, we are looking for someone who leads by example. Approachability, accountability, emotional intelligence, clear communication and the ability to remain calm under pressure are particularly important qualities for this role.
Previous leadership experience and knowledge of outpatient services would be highly regarded; however, specific systems, workflows and processes can be learned. We can teach someone how our Contact Centre operates – we are looking for someone who already understands how to support people, communicate respectfully and contribute positively to a team.
Requirements:
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Holds a Medical Terminology qualification or equivalent experience.
How you'll be supported:
The successful candidate will receive a comprehensive orientation to JHH Outpatient Services and the Contact Centre, including its workflows, systems, referral and appointment processes and relationships with other outpatient teams.
They will be supported by the Administration Manager, other Outpatient Services Team Leaders and experienced members of the Contact Centre team while developing their understanding of the service.
Initial training will include practical exposure to the Contact Centre itself, allowing the successful candidate to understand the work their team performs, and the types of enquiries and challenges staff manage each day.
Ongoing support, regular communication and opportunities for development will continue as the successful candidate becomes established in the role. We want our Team Leader to feel comfortable asking questions, seeking advice and collaborating with the broader leadership team – we don't expect them to know every outpatient process from day one.
What we can offer you:
At Hunter New England Health, enjoy a career where you're challenged by interesting work and surrounded by spectacular locations. You'll contribute to the team enriching health in millions of ways every day. On top of this we also offer:
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Monthly Allocated Days Off (for full-time employees)
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4 weeks annual leave (pro-rata for part time employees)
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Paid parental leave (for eligible employees) - giving you the opportunity for true Worklife balance
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Salary packaging options - up to $11,600 plus novated leasing
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Fitness Passport for health and well-being - discounted gym options for you and your family
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Employee Assistance Program (EAP) for staff and family members
Additional information:
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An eligibility list will be created for future permanent full or part time and temporary full or part time vacancies.
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To be eligible for permanent employment in this position you must be an Australian Citizen, or a permanent resident of Australia, or a New Zealand citizen with a current New Zealand Passport. Employment of a temporary visa holder may only occur if no suitable local candidate is identified for the position; in this instance, you may only be offered employment in line with the conditions and expiry date of your visa.
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We are unable to accommodate visa sponsorship for applicants requiring a visa for this position.
Need more information?
about applying for this position
For role related queries or questions contact Bonnie Bridge on
[email protected]
Information for Applicants:
Applicants will be assessed against the essential requirements and selection criteria contained within the position description (link below). For assistance addressing selection criteria visit: https://bit.ly/3vL5fq2
Stepping Up Website is a resource designed to help indigenous job applicants apply for positions in NSW Health. For more information, please visit: https://bit.ly/HNEHealthSteppingUp
This is a Category A position. Recommended applicants will be reviewed for compliance with NSW Health policy directive PD2024_015: Occupational Assessment, Screening and Vaccination against Specified Infectious Diseases for Category A positions prior to offer. All new employees must agree to comply with the requirements outlined in the policy.
At Hunter New England Local Health District, we are an inclusive employer dedicated to fostering a diverse, inclusive, and welcoming workplace. Our commitment to a workforce that reflects the community we care for is essential for delivering the highest quality healthcare to our community. We encourage people with diverse lived experiences to apply. If you require any accommodations or adjustments to the recruitment process please let us know when you apply or at any stage of the process. We will work with you to meet your needs and create the best possible experience. Please contact [email protected] for confidential support.
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