Overview
Telecare is a fast-growing digital health company delivering high-quality telehealth services nationwide. We partner with hospitals, clinicians and patients to coordinate care efficiently through innovative technology and a highly responsive service team. We're now seeking a Team Lead to manage and support our Customer Service & Bookings Consultants, ensuring smooth operations and an excellent client experience.
Why You'll Love Working With Us
* Lead and grow a dedicated mental health operations team in a genuinely high-impact environment
* Own and shape a portfolio of mental health programs from mobilisation through to steady-state delivery
* Work daily alongside psychiatrists, psychologists, institutional clients such as health funds, primary health networks, mainstream healthcare service providers, and public entities
* Meaningful work that directly supports Australians accessing mental health care
* Stable, full-time opportunity in a growing tech-enabled health company with growth trajectory
* Supportive and collaborative team culture with social activities and a recognition program
* Genuine exposure to the full ecosystem of digital health, virtual care, and clinical coordination
About the Role
The Mental Health Team Leader is a pivotal, hands-on leadership role at the heart of Telecare's mental health portfolio. You will lead a team of 5-6 operation coordinators. Day-to-day, you will coordinate care pathways across a complex network of external clinical stakeholders, psychiatrists, psychologists, institutional clients such as health funds, primary health networks, mainstream healthcare service providers and public entities, while managing the operational engine that keeps the service running. This means being on the phones, managing emails, handling escalations, and leading from the front alongside your team.
You will also take ownership of a significant incoming mental health program, managing its operational delivery, stakeholder engagement, clinical governance escalation, and integration into Telecare's broader service model. This is not a behind-the-desk strategy role; it requires a leader who can hold the big picture while doing the day-to-day work with equal skill.
Key Responsibilities
* Lead, coach, and develop a team of Telehealth Coordinators, modelling the behaviours and standards you expect
* Manage workload distribution, and coverage planning across the mental health team
* Take end-to-end operational ownership of an incoming major mental health program, from mobilisation through to ongoing delivery
* Ensure appropriate escalation protocols and clinical governance frameworks are applied consistently
* Serve as Telecare's primary operational point of contact for external clinical stakeholders across the mental health portfolio
* Proactively communicate service updates, escalation outcomes, and operational changes to relevant external parties
* Deliver on daily scheduling, bookings, inbound call handling, and client communications
* Contribute to process optimisation, workflow design, and service planning for the mental health portfolio
What We're Looking For
Essential
* Exceptional external stakeholder management, confident, credible, and relationship-focused
* Demonstrated leadership experience in a team leader or senior role mentoring others
* Comfortable in a hands-on role: managing calls, emails, and bookings alongside team leadership responsibilities
* Professional, calm, and solution-focused approach, particularly in escalation or complex care situations
* Strong organisational skills with the ability to manage competing priorities in a fast-paced environment
* High attention to detail and confident written and verbal communication
* Confident using multiple digital systems and operational workflows
Desired, but not Essential
* Experience working within mental health services, outpatient care, or a clinical coordination environment
* Familiarity with clinical governance frameworks, escalation protocols, and patient safety standards in a mental health context
* Background as a clinician or in a clinical-adjacent role (e.g. mental health nursing, social work, psychology, or allied health administration)
Apply now and help shape the future of hospital care with Telecare.
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