Team Leader - Service Engagement

We’re looking for a Team Leader – Service Engagement to drive a quality patient experience, ensuring an excellent experience for every patient attending a busy after-hours clinic.

This leadership role is ideal for someone who thrives in a fast-paced, quality-focused healthcare environment. You’ll be comfortable with working varied rostered shifts, and you’ll confidently take ownership of patient satisfaction, front-of-house operations, varied administrative tasks, and team leadership.

The roster will require a commitment to working some evenings, weekends, and public holidays. Penal rates apply.

What You’ll Be Doing

You’ll lead a dedicated Reception and Admin. team to ensure a seamless, patient-centric experience.

Your responsibilities will include:

Leadership

• Lead and mentor the front-of-house Reception Team
• Manage staffing, rosters, recruitment, onboarding, and performance
• Ensure seamless patient service delivery across the various shifts

Business & Administrative Operations

• Oversee the ACC and X-ray claims process – liaise with external parties.
• Process improvements - streamline administrative systems and processes
• Ensure consistent and accurate internal protocols and staff training

Information Handling & Compliance

• Manage all patient queries and requests professionally and confidentially
• Maintain accurate records in line with privacy and compliance standards
• Serve as the clinic’s Privacy Officer

Financial Administration

• Manage daily invoicing, receipts, banking, and debtor follow-up
• Resolve account queries and maintain financial accuracy in line with policy

Training, Engagement & Service Excellence

• Champion a culture of patient engagement and service excellence
• Support complaint resolution with empathy and professionalism
• Contribute to social media, training initiatives, and continuous improvement projects

Hours & Flexibility

• 20–30 hours per week – to be negotiated
• Approximately 70% of rostered hours are expected to be within standard business hours, 30% after-hours (evenings, weekends, and public holidays). The roster details will be worked out between the preferred candidate and management.
• The clinic is open 8:00am – 10:00pm, 7 days/week – Admin hours will generally sit within the hours of 8.00 am – 8.00 pm

What You’ll Bring

• A genuine passion for providing an excellent patient experience and patient engagement initiatives
• Experience in healthcare, customer service, or clinic operations
• Strong leadership, communication, and multitasking skills across a wide range of responsibilities including, financial responsibilities
• A high level of confidentiality, empathy, and professionalism
• Familiarity with ACC claims and healthcare admin. processes would be a bonus.

What’s in it for You?

• Be part of a dedicated, cohesive administration team within the health care sector – strong organisational culture
• Enjoy a variety of tasks in this rewarding role
• Contribute meaningfully to the patient journey for your community
• Competitive hourly rate in the high $30s per hour + penal rates for after-hours work. Rate to be confirmed.

APPLY TODAY with your CV and cover letter. This role offers a high level of job satisfaction, where you can really make a difference!

Note: Applicants must be eligible to live and work in Aotearoa New Zealand and will be required to undergo background checks and testing if shortlisted.

Recruitment Consultant – Leanne Gardner-Hall