Switchboard and Enquiries Manager

Full Time
Applications have closed

Switchboard and Enquiries Manager
Health Information Services
Permanent Full Time
80 hours per fortnight with monthly ADO

The purpose of this position is to manage the staff and functions of the Switchboard and Enquiries Team to deliver quality, person centred services to BHS patients, visitors and staff. Functions include processing of external and internal telephone calls, calling of codes, responding to patient, visitor and staff enquiries and facilitating communication, patient and visitor flow generally.

Ballarat Health Services provides a complex range of surgical, medical, obstetric, psychiatric, palliative care, rehabilitation and residential services. Ballarat is located approximately 75 minutes’ drive west of Melbourne and offers a wide range of recreational, sporting and social facilities for a population of over 100,000 people. A vibrant, progressive regional city, Ballarat is large enough to retain its own regional flavour but is within easy commuting distance to Melbourne.


Staff Management

  • Management of rostering to ensure fairness, transparency and staff well being
  • Shared on call for shift coverage
  • Foster team cultures of respect, open and honest communication, support and teamwork.
  • Develop and maintain Position Descriptions for roles within Switchboard/Enquiries
  • Allocation of duties and monitoring to ensure satisfactory completion of tasks
  • Provide structured training in standardised processes for new and existing staff
  • Conduct of annual Performance and Development Reviews (PDR)
  • Undertake recruitment processes to build and maintain an effective and cohesive team

Process Management

  • Gain and maintain knowledge of the functions and processes sufficient to work a regular shift
  • Continually review, standardise and refine processes to provide a consistent, efficient and effective service
  • Adapt processes to external changes as necessary, with effective change management to support staff
  • Develop and maintain clear, concise process documentation.


  • Experience in the effective management of a medium sized team with demonstrated ability to lead, direct and motivate staff
  • Strong organisational, process and change management skills demonstrating logic, critical thinking, problem solving, consultation, decision making and implementation of workable solutions
  • Excellent verbal and written communication skills – ability to listen, comprehend and convey information to variable audience
  • Resilience

For more information, please contact Pauline Basilio on (03) 5320 4861 or via email [email protected]

Please address the Key Selection Criteria in your application as detailed in the Position Description.

All appointments are subject to a satisfactory Police Records Check and Immunisation Clearance.

Ballarat Health Services is committed to providing a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people with a disability, people from culturally and linguistically diverse backgrounds, mature age workers and lesbian, gay, bisexual, transgender and intersex (LGBTI) people.

Tagged as: administration, manager, switchboard