Job Requisition ID: 8499
Legal Entity: Monash Health
Location:
Clayton, VIC, AU, 3168
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Employment Type: Full Time
Posting Date: 30 Jun 2026
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.
Are you currently part of the team at Monash Health? Use your network login to access the Monash Health Careers portal and discover all the job opportunities open to you, to support growing your career within the organisation.
To see first-hand what our colleagues think about working here, take a look at the following short videos monashhealth.org/careers.
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
