Customer Care Operator - Call Centre & Data Entry

Every specimen received by VCGS is an important part of the journey towards a diagnosis. As a Customer Care Operator, you will help make sure that journey starts smoothly.

Working within our Customer Care Group, you will provide essential administrative and customer service support to VCGS Laboratory Services. You'll be one of the first points of contact for health professionals, patients and the public, while also supporting the accurate and timely processing of laboratory information.

What you’ll do

• Answer phone enquiries from health professionals, patients and the public, and respond to calls and emails relating to report distribution, website content, invoicing and complaints
• Resolve enquiries and issues directly where possible, or escalate to relevant VCGS staff as required
• Accurately enter patient episodes and associated information into LabWare LIMS, supporting data entry across the laboratories serviced by Laboratory Services
• Rotate through administrative activities including fax and mail distribution, Medicare claim history checks, paperwork compliance, shared inboxes and system flags
• Provide internal troubleshooting support, meet relevant KPIs and turnaround times, and contribute to additional duties such as Data Review, SOP maintenance, Quality System records and staff training as you develop in the role

This role requires availability to work a rotating roster between 7:00am and 7:00pm. 

What you’ll bring 

• Experience in a customer service role, with a courteous and helpful approach when supporting customers and stakeholders.
• Strong attention to detail and the ability to work accurately and efficiently in a busy environment.
• Excellent time management skills, with the ability to prioritise workload and work independently or as part of a team.
• Effective written and verbal communication skills, with fundamental to intermediate computer literacy and proficiency in Microsoft Office.
• A conscientious and responsible approach to your work, with a strong work ethic and the ability to support change and identify opportunities for improvement.

Please view the position description here.

Any questions? Reach out to Johnathan Almeida on johnathan.almeida@vcgs.org.au using the subject line: Customer Care Operator - Call Centre & Data Entry enquiry via EthicalJobs.

What you’ll enjoy 

• Play an important role supporting genetic testing and diagnostic services for patients and families.
• Develop experience across customer service, LIMS data entry and laboratory administration.
• Build your knowledge of laboratory processes and develop into additional responsibilities as you become established in the role.
• Work alongside a collaborative Customer Care Group and contribute across a range of laboratory support functions.
• Access a range of salary packaging options—covering entertainment, novated leases, and more
• Perk up with discounted coffee from Synapse, our vibrant onsite café
• Enjoy discounted staff parking, public transport right at your doorstep, and great facilities for cyclists

Who we are

The Victorian Clinical Genetics Service (VCGS), a not-for-profit subsidiary of the Murdoch Children's Research Institute (MCRI), offers integrated genetic testing, diagnostics, and counselling globally. Our experts collaborate closely to ensure accurate interpretation of complex genetic tests. VCGS is actively involved in driving translational research, policy development, and fostering an inclusive and positive working environment that values diversity and prioritises equal opportunities for all. We are dedicated to developing our staff and creating a culture centred on respect and continuous learning.

We are committed to the safety of children and young people and takes a zero-tolerance approach to all forms of child abuse, exploitation and harm. Child safety is prioritised in our decision-making at all levels of the Institute.   

Apply now!

If you believe this role is a good fit for you, please apply by submitting: 

• Your resume
• A cover letter addressing the selection criteria

Ensure these documents are combined into a single PDF file.

We welcome individuals of diverse genders, ages, ethnicities, cultural backgrounds, abilities, religions, and sexual orientations in our workplace. We actively encourage talented individuals from all walks of life to apply for our job openings. Our commitment lies in fostering a workplace that is barrier-free and inclusive, aiming to attract the most skilled candidates.

For any questions related to the recruitment process, feel free to reach out to our Recruitment Team at recruitment@mcri.edu.au. Ensure that you include the position number and job title in the subject line. Please refrain from sharing your application to this email address.

Please note, we reserve the right to close the vacancy prior to the closing date once a sufficient number of applications have been received.