Who we are?

The Customer Care Group provides pre- and post- analytical support services to the diagnostic arm of VCGS.

It consists of specimen reception, data entry, liaison and co-ordination, clerical admin and call center. As first touchpoint into our service, tens of thousands of specimens are received by VCGS Specimen Reception each year and are then processed in the laboratories using a combination of manual and instrumentation automated workflows. Customer Care Group provides the necessary data entry, processing, logistics and customer-based interface for enquiries and support of laboratories, practitioners, clinics and patients. These enquiries, from internal and external sources, include requesting of reports, test costs, turnaround times and troubleshooting test requirements by contacting medical practitioners and clinics. Other responsibilities of the team include sending out resources to clients and track incoming and outgoing packages via TOLL and Australia Post.

Our Vision is to provide efficient, accurate processing of patient specimens for laboratory testing, enabling VCGS laboratories to deliver reliable patient and testing data for reporting. In addition, deliver an efficient DNA extraction and specimen sendaway service in a timely and accurate manner where reports are easily viewed through LIMS. We believe at a whole of organisation level in putting the customer (patient or referrer) first.

The Opportunity:

The position of VCGS Pathology Collections Liaison Officer bridges customer care and the build of customer relationships with referrers and collection partners, housed by Business Development Managers who operate out of our Strategy and Support group. It will include a dotted reporting line into this group. The growth of our service is dependent on many things, including access by referrers to a simple and convenient pathway for patient samples to come through to VCGS. This enables the provision of genetic screening and diagnostic services at a national and international level and supports the sustainability of our organisation. This role is primarily designed to assist the national build of our services through developing and maintaining relationships with our affiliated collection services, and to support the Business Development (BDM) and Logistics teams in providing quality customer service to these collection partners. Support of our continued growth, especially interstate, involves building relationships, nurturing, and improving engagement and processes for current partners, supporting implementation and design of new collection partner (including set up, logistics and training), and acting as a key escalation point for collection partner engagement. Some interstate travel, to engage with key collection partners face-to-face may be required. The role is suited to an individual with a strong customer service background who understands the importance of a customer and patient-first approach. Excellent communication skills, good organisation, accuracy, and ability to manage competing demands are essential. A good understanding of the pathology and/or health sector, and the logistics industry would be an advantage.

Your responsibilities include but are not limited to:

• Co-ownership of key collection relationships with the BDM team.
• Acting as a key and available escalation point for pathology collection issues.
• Working collaboratively with collection partners to identify process flaws and implement process improvement that strengthens the relationship and improves the overall customer experience.
• Establishing a streamlined, customer-friendly set up process for new collection partner arrangements and protection of early experiences with our service.
• Working collaboratively with VCGS Logistics team to resolve/support the logistics pathways used by our collection partners.
• Overseeing Service Level Agreement (SLA) collection partners, working collaboratively with the collection partner, Strategy and Support and MCRIs legal team to support renewal of these agreements in a timely manner.
• Gathering market intelligence and customer feedback to inform our strategy and our approach.
• Engage with VCGS Marketing and Communications to support the effective communication of process changes to partners.
• Providing high standard organisational, administrative and logistic support.

Selection Criteria

Essential

• Certificate or Associate Diploma or equivalent in relevant field.
• Working with Children & National Police Clearance (if appointed) in compliance with the Victorian Governments Child Safety Standards.
• Proven high level of customer service or customer relationship experience.
• Proven organisational or administrative experience.
• Demonstrated ability to work collaboratively in a team setting.
• Excellent interpersonal skills, including an ability to work and adapt with a wide range of individuals.
• Ability to travel periodically within Victoria(active drivers license) and interstate to meet with new and existing collection partners.
• Proficient in using Microsoft Office packages including Outlook, Word, and Excel.
• Proven ability to assess priorities, manage a busy workload, and meet deadlines.
• Excellent written and oral communication skills in English.
• A high level of accuracy and attention to detail.

Desirable

• Experience working with sales teams or in support of customer-facing teams.
• Experience working in a medical or pathology setting.
• Understanding of pathology sample packing requirements and logistics pathways.
• Demonstrated facility with a variety of packages e.g. SalesForce, Slack, Teams, Miro.
• Ability and interest in adapting well to new systems and communication methods.

What’s in it for you:

• Salary Packaging, Well Being Program and much more.
• Flexible working options also available.
• Be part of a happy team of people who like what they do and are passionate about making a difference.

Apply Now!!

For a full list of responsibilities and the key selection criteria download the position description.

Only applicants who address the key selection criteria will be considered. In one document please place your cover letter, key selection criteria, and resume. Applications will only be considered when submitted via the MCRI website.

For specific questions not answered in the PD please contact Trent Burgess [email protected], using the subject line: Pathology Collections Liaison Officer enquiry via EthicalJobs.

Click apply now to proceed with your application.

Position Reference: 28821

On occasions where we receive a large number of applications, we may close the advert ahead of the publicised closing date. We would therefore advise that you submit your completed application as soon as possible.

MCRI is a proud member of the Australian Network on Disability. Should you require any specific support or adjustments please talk to us and we will be happy to accommodate.