BREASTSCREEN VICTORIA INC POSITION DESCRIPTION

Transcription

1 BREASTSCREEN VICTORIA INC POSITION DESCRIPTION POSITION TITLE: REPORTS TO: EMPLOYMENT BASIS: EMPLOYMENT STATUS: Contact Centre Agent Contact Centre Team Leader PART TIME / CASUAL ONGOING REMUNERATION: LEVEL 1 DATE REVIEWED: September Organisational Context BreastScreen Victoria is part of a national breast cancer screening program inviting women aged 50 and over free screening mammograms every two years. BreastScreen Victoria aims to reduce deaths from breast cancer through early detection of the disease. Jointly funded by the Victorian State Government and the Commonwealth Government, BreastScreen Victoria comprises a state-wide network of eight screening and assessment centres, 39 fixed screening locations and 30 mobile screening locations, conducting over 240,000 screening mammograms annually. BreastScreen Victoria is made up of two components: the BreastScreen Victoria Coordination Unit (BCU) and the Screening and Assessment Services. BCU is an independently incorporated association which administers funding for the Screening and Reading and Assessment Services, manages the centralised appointment registry, coordinates the Mobile Screening Service, manages client screening and assessment data, develops and reviews program policy, monitors service provision, coordinates special projects and supports statewide recruitment. BCU is managed by the Chief Executive Officer who is accountable to a ministerial-appointed Board of Management. 2. BSV Values Client focus - women s health is our primary focus Quality - we pursue excellence Partnerships - we work with our partners to achieve our mission Flexibility - we are innovative and creative Efficiency - we make best use of resources Transparency we are forthright and accountable.

2 3. BSV Key Result Areas ( Strategic Plan) Key Result Area Purpose KRA 1 Quality Provide a high quality service KRA 2 Business Sustainability Ensure a sustainable business model KRA 3 Workforce Development Provide clinical and non-clinical workforce to meet service delivery and coordination requirements KRA 4 Relationships Profile BSV as an authority on breast cancer screening KRA 5 Future Ready BSV on the forefront of changes in technology, government policy and research in breast cancer screening KRA 6 Client Centric Care Client needs are the driving business force KRA 7 Participation Compliance with NAS (70% of target age group attended screening) 70% of ATSI/CALD women in target age group attend screening 4. Team Overview The Operations Unit encompasses four Program support units and the Mobile Screening Service. The Program support units incorporate: Service Delivery (including Registry and Appointment Scheduling) - planning service delivery to meet Program objectives Contact Centre inbound and outbound calls and centralised mail room. Information Services- data and information management functions Mobile Screening Service coordination of all mobile screening activity As the main point of contact for our clients, the Contact Centre receives calls from women in response to various communications generated from the BSV Client Management System. Led by the Contact Centre Manager and Team Leaders, our Contact Centre Agents also make outbound calls to remind women of appointments and/or to reschedule appointments. 2

3 5. Role Objective The Contact Centre Agent plays a pivotal role in responding to callers to the BSV Contact Centre. A key objective of the role is to provide a positive and efficient experience for clients wishing to book a screening appointment with BSV. Contact Centre Agents will take a proactive approach to their role and actively seek to meet the needs of clients in a dynamic environment. 6. Level of Supervision and Independence Reporting to the Contact Centre Team Leader, the Contact Centre Agent has no direct reports. As a level 1 employee, as per the BSV Enterprise Agreement, it is expected the incumbent will be able to perform routine tasks using office equipment as provided. The employee will be required to maintain a general understanding of the functions of BSV, the conditions of employment, and be responsible for maintaining own personal work area in accordance with OH&S requirements. A level 1 employee is required to work with minimal supervision after initial in-house training, follow instructions without variation unless specifically authorised and manage personal work-load as allocated by their supervisor. Employees must be able to write and understand written material that is relevant to the work area as well as accurately record information. Courtesy and tact when dealing with others in everyday working relations, including handling requests, providing information and responding to all enquiries will be required in the role. 7. Key Behaviours BreastScreen Victoria provides positive guidelines around key behaviours and values to ensure the work of all employees is effective, respectful and contributes to the positive culture of our organisation. Adherence to the BSV Performance Behaviours Dictionary, Code of Conduct and other relevant organisational policies and procedures is an ongoing requirement of the role. 3

4 8. Key Responsibilities - Include but not limited to: 1 Key Responsibility Answer inbound calls from women who wish to book a screening appointment with BreastScreen Victoria. KRA Success Measures 2 Respond to a range of client enquiries. 3 Undertake outbound calls as required. 4 Respond to client s. 5 Provide support to online booking clients. 6 Undertake clinic cancellations in a timely and efficient manner. 7 8 Participate in a mailroom roster to process incoming and outgoing mail. Improve customer service standards by ensuring that feedback is addressed through to resolution in a professional manner. 9 Other duties as required. 4

5 9. Key Selection Criteria Academic Qualifications ESSENTIAL DESIRABLE Technical abilities & skills ESSENTIAL Previous experience working in a customer service focused role. Intermediate computer literacy including MS Office knowledge and 40WPM typing speed. Active listening skills with strong attention to detail. Understanding of key Call Centre measures. Ability to work effectively within a team environment. DESIRABLE Awareness of Victoria s geographical areas. Fluency in a language other than English. Personal Abilities & Behaviours ESSENTIAL DESIRABLE A patient and friendly telephone manner. Strong time management and prioritising skills. Demonstrate a positive attitude and adapt to change in a dynamic environment. 5

6 10. Relationships INTERNAL Service Delivery Coordinators EXTERNAL Clients Service Providers Employee Signature: Date: Employee Name: Manager Signature: Date: Manager Name: 6