Responsibility

Daily Operations and Coordination

• Support the day-to-day operations of all virtual care services
• Gather stakeholder and patient feedback to inform of service and experience improvement
• Monitor performance metrics related to service delivery efficiency and quality, flag delays or bottlenecks early, and propose solutions
• Preparation of regular reports to senior management

Workflow Improvement and Efficiency

• Identify simple ways to standardise and improve processes
• Support implementation of new process improvements and ensure high adoption rates amongst VCC team

Technology Implementation

• Support use of digital solutions for virtual care call centre operations, ensuring that clinical teams are using tools correctly
• Plan and support system implementation and/or enhancements, incl. assessment to ensure integration with existing systems, system user testing, management reporting
• Provide basic troubleshooting for systems

Licensing, Governance & Compliance

• Work with internal teams to ensure processes align with regulatory standards
• Support governance processes such as licensing, incident reporting, audit tracking and follow ups

Service Development and Expansion

• Conduct research to identify opportunities for service expansion and develop business cases for new initiatives
• Coordinate across teams to operationalise new workflows and service offerings
• Work across teams to support projects related to VCC’s service

Undertaking any other tasks and duties as assigned by the Supervisor.

JOB REQUIREMENTS

• Good bachelor’s degree in any discipline
• Prior experience in virtual care, healthcare operations, or call centre management will be advantageous
• Must possess strong administrative, digital solution implementation and project coordination skills