Head of Clinical Services Performance
This role is responsible and accountable for providing leadership support, and driving the overall daily performance of HCF Dental and Eyecare including all administrative requirements for both business units
About the role
Reporting directly to the General Manager – HCF Clinical Services, the HCSP is responsible for providing leadership support across the DCN and ECN to operational managers, ensuring smooth daily operations and high-quality customer care.
The HCSP will work collaboratively with the DCN Clinical Manager and ECN Optometry Manager, and with the DCN Regional Managers and the ECN Operations Manager to ensure that each Centre operates efficiently and effectively for the benefit of members and patients, meeting customer service objectives and performance targets.
The HCSP has the administrative teams reporting to them which also includes their responsibility for managing ISO accreditation, purchasing and engagement with HCF services in IT management, property, procurement and financial reporting.
The HCSP collaborates with the General Manager on strategic planning, financial management, and stakeholder engagement to achieve sustainable financial performance and high member satisfaction and acts as the 2IC to the GM HCF Clinical Services and delegate as required.
Key responsibilities
- Ensure the interest of HCF and its members are met by ensuring that high quality customer services and resulting satisfaction levels are achieved across all DCN and ECN
- Sustainable financial performance and contribution to HCF Performance Analysis and reporting (GM, COMH, Exec and Board reporting)
- Identify and work with Dental and Eyecare Operations Managers to drive revenue and centre productivity and review of operating models and services to identify areas for improvement (e.g. centre locations and chair volumes).
- Provide day-to-day management of the RPM to ensure KPI’s are achieved, and member service levels are met.
- Ensure compliance with all legislation and regulations relevant to service delivery.
- Identify and mitigate risks in collaboration with the General Manager.
- Maintenance of all DCN and ECN policies and procedures
- Implement and maintain quality systems and processes that support ongoing service improvement and achievement of external certification (ISO accreditation) for both DCN and ECN.
- Oversee the operations of the DCN & ECN to ensure HCF member needs are being met, in regard to patient treatment as well as delivering quality member customer service.
- Implement and maintain quality systems and processes that support ongoing service improvement and achievement of external certification. (clinical role)
- Manage relationships and dependencies with key stakeholders across HCF to ensure accountabilities and financial performance are met
- Support the General Manager in strategic planning and implementation of key projects and initiatives, including capital projects.
- Support Member Health Ancillary Benefits Management with advice on initiatives for dental providers and dental service utilisation when required
- Ensuring DCN AND ECN meets their objectives of delivering high levels of customer service to all members and non-members (interstate centres) who attend an HCF DCN or ECN
About you
To be successful in this role, you will demonstrate the following qualifications, experience, and essential skills:
- 5+ years demonstrated experience to deliver operational management skills to a large team or across multiple sites, preferably in a clinical environment
- Responsibility for delivering on KPI’s including financial performance targets and experience in identifying and acting on performance improvement opportunities.
- 5+ years’ experience in member/patient service with a desire to deliver high levels of customer service to members
- Previous experience in leading cultural and organisational change
- High integrity and ability to develop positive, productive relationships with internal and external stakeholders
- Experience in development and presentation of performance analysis tools and reports including advanced Excel and Powerpoint skills.
Desirable skills:
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
This role is responsible and accountable for providing leadership support, and driving the overall daily performance of HCF Dental and Eyecare including all administrative requirements for both business units
About the role
Reporting directly to the General Manager – HCF Clinical Services, the HCSP is responsible for providing leadership support across the DCN and ECN to operational managers, ensuring smooth daily operations and high-quality customer care.
The HCSP will work collaboratively with the DCN Clinical Manager and ECN Optometry Manager, and with the DCN Regional Managers and the ECN Operations Manager to ensure that each Centre operates efficiently and effectively for the benefit of members and patients, meeting customer service objectives and performance targets.
The HCSP has the administrative teams reporting to them which also includes their responsibility for managing ISO accreditation, purchasing and engagement with HCF services in IT management, property, procurement and financial reporting.
The HCSP collaborates with the General Manager on strategic planning, financial management, and stakeholder engagement to achieve sustainable financial performance and high member satisfaction and acts as the 2IC to the GM HCF Clinical Services and delegate as required.
Key responsibilities
- Ensure the interest of HCF and its members are met by ensuring that high quality customer services and resulting satisfaction levels are achieved across all DCN and ECN
- Sustainable financial performance and contribution to HCF Performance Analysis and reporting (GM, COMH, Exec and Board reporting)
- Identify and work with Dental and Eyecare Operations Managers to drive revenue and centre productivity and review of operating models and services to identify areas for improvement (e.g. centre locations and chair volumes).
- Provide day-to-day management of the RPM to ensure KPI’s are achieved, and member service levels are met.
- Ensure compliance with all legislation and regulations relevant to service delivery.
- Identify and mitigate risks in collaboration with the General Manager.
- Maintenance of all DCN and ECN policies and procedures
- Implement and maintain quality systems and processes that support ongoing service improvement and achievement of external certification (ISO accreditation) for both DCN and ECN.
- Oversee the operations of the DCN & ECN to ensure HCF member needs are being met, in regard to patient treatment as well as delivering quality member customer service.
- Implement and maintain quality systems and processes that support ongoing service improvement and achievement of external certification. (clinical role)
- Manage relationships and dependencies with key stakeholders across HCF to ensure accountabilities and financial performance are met
- Support the General Manager in strategic planning and implementation of key projects and initiatives, including capital projects.
- Support Member Health Ancillary Benefits Management with advice on initiatives for dental providers and dental service utilisation when required
- Ensuring DCN AND ECN meets their objectives of delivering high levels of customer service to all members and non-members (interstate centres) who attend an HCF DCN or ECN
About you
To be successful in this role, you will demonstrate the following qualifications, experience, and essential skills:
- 5+ years demonstrated experience to deliver operational management skills to a large team or across multiple sites, preferably in a clinical environment
- Responsibility for delivering on KPI’s including financial performance targets and experience in identifying and acting on performance improvement opportunities.
- 5+ years’ experience in member/patient service with a desire to deliver high levels of customer service to members
- Previous experience in leading cultural and organisational change
- High integrity and ability to develop positive, productive relationships with internal and external stakeholders
- Experience in development and presentation of performance analysis tools and reports including advanced Excel and Powerpoint skills.
Desirable skills:
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
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