Christopher Chandra

As a Senior Contact Centre Officer & Acting Senior Lead, I oversee an involved yet pivotal role in ensuring seamless communication and rapid response to service and emergency processes across a large scale multi-campus hospital and specialist centre network that covers the southern corridor of the state government public health system. Responsibilities span a range of critical tasks that contribute to the overall efficiency and function of the network including but not limited to:

• Managing an array of inbound inquiries within a fast paced, large scale communications setting involving inpatient/outpatient queries, initiating transfers to relevant departments and/or referring to appropriate personnel via Cisco IVR, appointment scheduling/amendments, procurement tasking, data entry, paging and SMS based communications and utilizing various application based systems.

• Oversight of complex coordinated communication between relevant internal/external healthcare staff, emergency and specialist clinical response teams, rapporting with external hospital networks incl. resident metro, regional, rural and interstate.

• Compiling and amending medical workforce rosters and following up with relevant departments on adding/retracting oncall role information for reference, addressing concerns and/or escalations from fellow operators, patients, patient families, internal/external stakeholders in the first instance when encountered and reaching resolution or at the minimum a reasonable outcome when necessary.

• Receiving and activating medical and time critical operational emergency codes on a high priority basis following process protocol detailing information with high level accuracy notifying emergency clinical/non-clinical and executive level personnel on standby across all 8 hospital sites consisting of manual overhead, LANpaging, and direct ascom/mobile contact with internal clinicians/coordinators.

• Mentoring and assisting junior operators with general and technical knowledge of systems and network-based processes, adhering to newly appointed monthly KPI's and meeting organizational benchmarks including consecutive top-three target achievements since implementation across all competencies.

• This role also incorporates the flexibility of working remotely performing a large majority of tasks within a hybrid working environment (WFH) on a rotational basis.

As Contact Centre Operator & Administration Officer at Eastern Health, I operated in both a fast-paced high volume contact centre environment as well as within a small-medium scale administrative setting, covering all six Eastern Health sites and specialist aged and rehabilitation centers. Tasks included:

• Handling inbound inquiries from internal and external clinical/non-clinical personnel within a contact centre environments through individual IVR queues, referring to CRM applications to refer to doctor rosters and escalate changes to medical workforce where applicable, utilising LANpage to communicate with clinicians and allied health workers across campus, allocation and amendment of hospital outpatient appointments, resolving level one outpatient queries and escalating to relevant person/s where appropriate, reviewing and updating patient electronic medical records through HOMER and EMR in accordance with privacy protocols.

• Oversight of office administrative function such as electronic data entry, responding to emails, paper and electronic tasks including faxing, bulk filing of paper-based documents/records, replenishing stationary and clerical materials, hand written tasks including application, admission, transfer and request forms, compiling paper based reports and electronic spreadsheets using Excel.

• Adhering to fortnightly KPI's and departmental requirements as well as participating in active feedback program contributing to departmental improvement and streamlining.

During my tenure as a Customer Service Officer at VicRoads, I handled both inbound and outbound customer service responsibilities, managing both customer and internal business accounts within a state government head office setting. My role encompassed servicing various aspects of the VicRoads governing body, including licensing, registration, roadworthiness, light vehicle requirements, roads & infrastructure, payment processing, and compliance. Following this, I was promoted to the position of Compliance Officer, where I assisted the Vehicle Stringency department in Kew. In this capacity, I was responsible for overseeing and inspecting vehicles to ensure compliance with roadworthy requirements during the final six months of my tenure before transitioning to my role at Eastern Health. Duties included:

• Using CRM based software within a medium-large clerical setting through inbound IVR queues processing license and registration payments for light vehicle owners, answering general enquiries relevant to the above VicRoads governing body and escalating to relevant departments/internal stakeholders where required, updating/modifying registration periods, vehicle and personal identification and demerit point data in accordance with privacy and state government policies.

• Phone and face to face interaction guiding light and medium vehicle operators for inspection and oversight in vehicle bays, completing relevant safety and ADR checklist in unison with senior level inspectors to identify compliance and non-compliance with state roadworthy requirements, conveying issues found to owners in a clear and understandable manner, accurate written and computer based data reporting of key findings.

• Participated in onsite and virtual professional development opportunities to stay up to date with industry practices and personal competencies.