Phone Hub Lead - UFS Medical | Lead Our Patient Care Team
Are you a natural leader with exceptional customer service skills? We're looking for a Phone Hub Lead to guide our medical call centre team and ensure every patient receives outstanding care from their first call.
Established in 1880, UFS is a profit-for-purpose healthcare organisation serving around 100,000 members across western Victoria. We reinvest our profits back into improving lives in our community.
About the Role:
Lead our dedicated phone hub team supporting four medical centres across Ballarat. You'll coach and develop the team, manage performance, and ensure patients receive consistent, empathetic service when booking appointments.
* Full-time permanent position based at UFS Medical - Sebastopol
* Lead a small, focused team in a purpose-built call centre environment
* Monday to Friday hours supporting our medical practices
Your Responsibilities:
* Lead, coach, and manage the Phone Hub team's performance and development
* Develop and implement procedures for consistent, patient-centred service
* Manage rostering and ensure adequate coverage for call volumes
* Monitor metrics including wait times, call completion, and service quality
* Triage appointments based on urgency and apply individual GP booking protocols
* Foster an inclusive, supportive team culture
What You'll Bring:
Essential:
* Outstanding phone manner and communication skills
* Proven leadership or team coordination experience
* Strong problem-solving and prioritisation abilities
* Computer proficiency and ability to learn new systems quickly
* High attention to detail and commitment to confidentiality
Highly Desirable:
* Previous contact centre or customer service leadership experience
* Diploma of Business Administration or equivalent
* Knowledge of medical practice software (Zedmed) or healthcare sector
What We Offer:
* Generous staff discounts across pharmacy, medical, and eyecare services
* Learning & Development programs and career progression opportunities
* Work-life balance in a Monday-Friday role
* Supportive workplace that values diversity and inclusion
* Be part of a mutual organisation that puts community first
Why UFS Healthcare?
* 19 pharmacies and four medical centres across western Victoria
* Free non-emergency care via Ballarat Urgent Care Clinic
* Over 140 years serving our community
* Profit-for-purpose model benefiting members and the community
Ready to Lead?
Apply now and make a real difference in patient care.
To view the position description, please Click here
For more information or a confidential discussion please contact People & Culture Business Partner, Sarah Rudd on: or via email:
Applications close: Monday 9th February
Please note, you must be eligible to live and work in Australia to apply for this position.
UFS is committed to creating an inclusive workplace for people from all backgrounds, cultures, identities, and abilities.