Administration Manager - Patient Access & Flow

Date: 20 Oct 2025

Site: VCCC (Parkville)

Location:

MELBOURNE, VIC, AU, 3000

Company: Peter MacCallum Cancer Centre

Unit: Switchboard Reception & Admissions

Division: Chief Operating Officer

Department: Patient Access And Flow

Enterprise Agreement: Health and Allied Services, Managers and Administr

Switchboard Reception & Admissions

At Peter Mac we aim to continuously improve cancer care, research and education across all cancers and for all people affected by cancer: changing lives, breaking new ground. Everything we do is underpinned by our core values, Excellence, Compassion and Innovation. Welcoming people from a wide variety of different backgrounds and experiences is critical to fostering innovation, cultivating compassion, attracting and retaining top talent and providing the best possible cancer care for our patients.

YOUR ROLE IN OUR FUTURE
Manager – Patient Support (Access) Services
Full-time | Melbourne | HS3 classification | Peter MacCallum Cancer Centre

Are you a people-focused leader with a passion for healthcare operations and excellence in service delivery?

We are seeking a motivated and experienced Manager – Patient Support (Access) Services to lead our dynamic administrative teams across Admissions, Switchboard, Main Reception, Patient Transport, and Accommodation at Peter MacCallum Cancer Centre.

Reporting to the Director, Patient Access and Flow, you will be responsible for:
• Leading a team of administrative professionals to deliver high-quality, patient-centred support services.
• Driving performance through effective workforce planning, staff development, and ongoing process improvements.
• Ensuring compliance with patient transport regulations and supporting operational and financial efficiency.
• Strengthening stakeholder relationships across clinical teams and support service areas to promote seamless patient care.

This role is perfect for someone who thrives in a fast-paced hospital environment, brings excellent interpersonal and technical skills, and is ready to champion service innovation.

Join one of the world’s leading cancer research, education and treatment centres and help shape the future of patient support services.

Apply now to make a lasting impact in cancer care.

Applicants to this role should provide a covering letter outlining relative key skills and experience to assist us with our assessment.

For further information about this opportunity, click Apply to be redirected to the Peter Mac Careers page where you can review the position summary. Alternatively, please contact us using the information below for a confidential discussion.
Hiring Manager: Demi Diaz - Director, Patient Access and Flow
Email: demi.diaz@petermac.org
Phone Number: 03 855 95100

Applications Close: 11:59PM, Tuesday 18 November 2025

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Position Summary

The Administration Manager – Patient Support (Access) Services provides leadership and direct supervisory oversight of the administrative officers working in Admissions, Switchboard, Main Reception, Transport and Accommodation.

This role involves:

Delivering the highest standards of customer service and patient support, and leads others to demonstrate the same standard
Providing support and oversight of the roster, leave management, performance management and annual performance appraisals for the administration officers working in Admissions, Switchboard, Main Reception, Transport, Accommodation and COVID-19 screening.
Provide expertise in Support Services systems and administrative processes
Facilitate ongoing training, education and support to the team with a focus on quality and process improvement Identify opportunities for process improvement and lead change initiatives. · Oversight over compliance with Non-emergency Patient Transport (NEPT) and Victorian Patient Transport Assistance Scheme (VPTAS) regulations

Enterprise Agreement

Health and Allied Services, Managers and Administrative Workers (Victorian Public Sector) (Single Interest Employers) Enterprise Agreement 2021-2025

Classification or Salary Range

HS3

Immunisation Risk Category

Immunisation Category C

Key Relationships

Internal	Administrative Team leads Health Information Services Manager Access Team Patient Navigator Team Nurse Coordinators Operations Directors MBS Data Coordinator
External	Honeywell Security Administrative Team leads at Parkville precinct health services

Skills

Essential Requirements

Qualified Tertiary graduate or a number of years’ work experience in an administration setting
Experience providing direct line supervision to a small to medium sized team or demonstrated competence in a specified technical activity
Strong customer service skills, able to communicate effectively and respectfully with patients and staff
Strong communication and stakeholder management skills
Demonstrated skills in the use of IT systems, preferably in a health care setting
Competent in use of the Microsoft Office Suite

Desirable Requirements

Experience developing and implementing administrative policies and procedures
Experience leading quality improvement projects
Knowledge and or experience in workforce management
Demonstrated understanding of recruitment process and compliance requirements
Experience in acting as an executive assistant and or taking the lead administrative support role for an executive or high-level committee
Experience in working in or supervising administrative teams responsible for similar functions in a health care setting.

Key Accountabilities

Key Accountabilities	Demonstrated by / Key Performance Indicators
1. Leading a world class workforce	Improve workforce planning, capability building and talent management to attract, develop and retain our workforce. Perform annual performance development in line with current People & Change policy Monitor staff wellbeing and performance and provide timely feedback on work performance Ensure that staff have completed all mandatory training requirements and comply with organisational policies and procedures under which they operate Facilitate staff engagement with the broader Peter Mac community and its strategy through team meetings and regular communications Utilise leadership skills to gain cooperation and assistance in administration activities and influence others in order to meet the achievement of objectives Enable a positive working experience for our employees. Promoting a high-trust, high-performance culture, underpinned by effective, accountable leadership and a culture of psychological safety
2. Supporting best cancer care	Provide accountability for maintaining a high level of customer service to patients, carers and staff within a designated team or portfolio Proactively respond to patient or staff feedback (positive and negative) in relation to the team’s/portfolio’s performance Engage consumers in improvement initiatives Promptly respond to incidents and patient feedback by having a clear action plan to address risk/issue

Key Accountabilities (Contd..)

Key Accountabilities	Demonstrated by / Key Performance Indicators
3. Operational effectiveness and financial responsibility	Manage specialist technical portfolio and provide technical leadership and recommendations to management in the designated area of expertise Ensure invoices from external providers are verified and processed as per Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) e.g., Non - Emergency Patient Transport (NEPT) SLAs, Victorian Patient Transport Assistance Scheme (VPTAS) Monitor ongoing expenses against allocated budget and actions taken to align operating costs to budget Continuously seeking to optimise workflows to increase operational efficiency and maintain cost effective delivery Develop and maintain administrative SOPs (standard operating procedures) relevant to area of expertise Ensure that the performance of the team meets the standards required by the organisation through a regular system of auditing performance and intervene as required Analyse situations or information, clearly and accurately communicate information and make recommendations to line management Trouble-shoot any technical issues experienced by the work group in a timely manner to ensure quality is maintained Manage patient records in accordance with hospital policy and Data Accountability Framework to always maintain data integrity Initiate business model opportunities to ensure sustainability of service provisions
4. Stakeholder management	Attend and contribute to organisational committees and working groups Build and maintain relationships with key internal staff and external providers Work cooperatively with other departments to obtain assistance and/or influence others in the achievement of set objectives, including taking on project leadership roles on improvement initiatives Provide high level administrative support to senior managers or relevant executives including acting as EA for high level committees Other tasks as directed by your team leader or manager

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For further information about this opportunity, click Apply to be redirected to the Peter Mac Careers page where you can review the position profile. Alternatively, please contact us for a confidential discussion.

Peter Mac is a child safe organisation and has a commitment to child safety and wellbeing.

WHY WORK FOR PETER MAC

Peter Mac offer a range of benefits which support our people both personally and professionally.
Our staff benefits include award winning facilities, professional development and events, a health and wellbeing program, flexible work practices and policies and financial benefits such as salary packaging.
We encourage applications from Aboriginal and Torres Strait Islander people, all members of the LGBTQI community and people with a disability.