Job Title: Service Lead - Health

Location: Bondi Junction, Sydney, NSW

Company Overview: Dokotela is a leading provider of mental health services dedicated to improving the well-being of individuals and communities. Our mission is to deliver high-quality, evidence-based mental health care that achieves positive outcomes for our clients.

Position Overview: We are seeking a dynamic and experienced Service Lead - Health to join our team. The successful candidate will be responsible for overseeing the delivery of mental health services, ensuring the highest standards of care, and driving continuous improvement in service outcomes. This is a full-time role based in our Bondi Junction office.

Key Responsibilities:

Leadership and Management: Provide strategic leadership and operational management to the client services team, fostering a culture of excellence and collaboration.

Service Delivery: Oversee a small team of call centre staff, ensuring the services delivered are client-centered, evidence-based, and aligned with best practices. This includes ensuring the team has the tools to succeed such as a knowledge management system articles and guidelines

Quality Improvement: Implement and monitor quality improvement initiatives to enhance service delivery and client outcomes.

Escalation Management: Handle phone calls during busy times to assist the team where required and field escalation calls that arise from complaints and other avenues throughout the operation.

Staff Development: Support the professional development of staff through training, supervision, and performance management.

Compliance: Ensure compliance with all relevant regulations, standards, and policies.

Data Management: Utilise data to monitor service performance, identify trends, and inform decision-making that align with the Key Performance Indicators (KPI's).

Resource Management: Manage rosters and resources effectively to ensure that the client services deliver upon our performance targets such as but not limited to call handle time, speed to answer, low volume of abandon calls.

Process Improvement: Identify and contribute to process improvements to enhance operational efficiency and service quality.

Qualifications:

Minimum of 2 years of experience in a leadership role within the healthcare sector.

Excellent communication, interpersonal, and organisational skills.

Proven ability to lead and motivate a multidisciplinary team.

Experience managing small teams, preferably in a medical practice

Understanding of the Australian healthcare landscape (mental health desirable).

Experience using practice management software (i.e. best practice or CRM systems).

Full working rights in Australia.

Benefits:

Competitive salary and benefits package.

Opportunities for professional development and career advancement.

Supportive and collaborative work environment.