Administration Manager - Patient Access & Flow

Req ID: 7512

Date: 24 Jun 2026

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
Administration Manager
Ongoing, Full Time Role

Employment Type: Full Time, 80 Hours per Fortnight with a Monthly ADO
Location: Peter MacCallum Cancer Centre – Melbourne
Department: Patient Access and Flow
Classification: HS4, dependent on Candidate Experience

About the Role
The Administration Manager will oversee the Patient Access Services team, which includes Switchboard, Main Reception, Admissions, Patient Transport and Patient Accommodation. These services are critical to ensuring patients and families experience a welcoming, efficient and well-coordinated entry point to care.
Working closely with clinical and operational leaders, the role will focus on service excellence, workforce leadership, and operational efficiency, ensuring the team delivers high-quality administrative support across a complex tertiary cancer centre.
This position reports to the Director, Patient Access and Flow and plays an important role in supporting timely access to care and positive patient experiences.

Key Responsibilities
• Provide leadership and operational management of Patient Access Services teams
• Ensure high-quality patient-facing services, including reception, admissions and communication services
• Lead and develop administrative staff, supporting capability building and workforce planning
• Work collaboratively with clinical and operational leaders to support efficient patient flow and access to care
• Oversee service performance, including quality, safety, and operational metrics
• Drive continuous improvement initiatives to enhance patient experience and service efficiency
• Support the implementation of new systems, workflows and service improvements across administrative services

About You
We are looking for a strong people leader with experience managing administrative services within a complex healthcare environment.
You will bring:
• Demonstrated leadership experience managing administrative or operational teams
• Experience working within a hospital or healthcare environment
• Strong people management and workforce leadership skills
• Ability to manage multiple services in a fast-paced environment
• Excellent stakeholder engagement and communication skills
• Experience leading service improvement or operational change initiatives

Remuneration as per Health and Allied Services, Managers and Administrative Workers (Victorian Public Sector) (Single Interest Employers) Enterprise Agreement 2021-2025. Grade 4 Level 1 (HS4) $83,657.60 (full-time equivalent - to be prorated for Part Time) - Grade 4 Level 5 (HS29) $92,482 (full-time equivalent - to be prorated for Part Time), dependent on candidate experience. To be discussed with Hiring Manager.

Our benefits
We offer a range of benefits which support our people both personally and professionally, including:
· Generous salary packaging to increase your take-home pay
· Discounted health insurance and eye care
· A comprehensive health and wellbeing program
· Public transport options at our doorstep and end of trip facilities for cyclists
· Onsite eateries and coffee shops and inviting rooftop garden spaces
· Pathways for professional development and new career opportunities
· Five weeks annual leave, 17.5% leave loading, monthly ADOs and purchased leave options
· Flexible, hybrid working arrangements

Inclusion and belonging
Peter Mac celebrates, values and supports a diverse and inclusive environment which reflects our vibrant community. We encourage applications from anyone identifying as Aboriginal and/or Torres Strait Islander. We also welcome anyone who identifies as LGBTQIA+, linguistically, culturally and/or gender diverse, people with disability, and people of any age to apply for our roles.

Join us!
If you feel this role is right for you, we warmly invite you to apply and encourage your early application. All appointments are made subject to a satisfactory police check, and may require a valid Working with Children Check. Many staff are required to be vaccinated against, or demonstrate immunity to, influenza, and a range of other diseases.
Should you need assistance or require any adjustments or accommodations to fully participate in the application or interview process, you are welcome to reach out to the contact person listed.

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
Contact Number: 03 855 95100
Email: demi.diaz@petermac.org

Applications Close: 11:59PM Thursday 09 July 2026

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Position Summary

The Administration Manager – Patient Access Services is responsible for the daily operations, performance and service delivery of Patient Access Services, including Admissions, Switchboard, Reception, Patient Transport and Accommodation.
The role provides hands-on operational leadership of a complex, multi-stream administrative service, ensuring safe, timely and high-quality services to patients, carers and staff.

Patient Access Services plays a critical enabling role in supporting hospital access and patient flow, through:
• timely coordination of Non-Emergency Patient Transport (NEPT) and patient accommodation
• accurate and responsive switchboard communication and routing
• efficient and timely admissions processing
• effective front-of-house query resolution and patient navigation

Key responsibilities include:
• Leading a complex, multi-functional administrative workforce, including workforce planning, capability development and performance management
• Owning service delivery performance, including access timeliness, patient experience, operational efficiency and compliance
• Driving service improvement and transformation initiatives, aligned to organisational priorities such as access and flow
• Providing expert leadership in administrative systems, processes and digital tools supporting patient access
• Partnering with operational and clinical leaders to optimise better patient experience
• Ensuring compliance with regulatory frameworks and governance such as the 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

HS4

Immunisation Risk Category

Category B: Position unlikely to have contact with blood or other body flui

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

• Tertiary qualification in health administration, business management or a related discipline, or significant equivalent experience in a complex healthcare or operational environment
• Demonstrated experience leading and managing a multidisciplinary administrative workforce, including workforce planning, rostering, performance management, staff development and resource allocation
• Proven ability to lead and manage day-to-day operational service delivery within a high-volume, time-sensitive environment, ensuring services are efficient, responsive and patient-centred
• Highly developed communication, stakeholder management and influencing skills, with the ability to work effectively across multidisciplinary teams and operational environments
• Strong customer service and patient experience orientation, including the ability to manage complex interactions and resolve issues in real time
• Demonstrated capability to identify, lead and implement service improvements, including process redesign, workflow optimisation and change management
• Experience in developing, implementing and maintaining administrative policies, procedures and service standards
• Sound understanding of HR processes, industrial frameworks and compliance requirements, including recruitment, onboarding and performance management
• Demonstrated ability to use and optimise IT and operational systems to support service delivery and performance (preferably within a healthcare setting
• Advanced proficiency in Microsoft Office Suite, with the ability to analyse data, generate insights and support operational decision-making
• Sound understanding of governance, risk and regulatory compliance, and ability to ensure adherence within service delivery

Desirable Requirements

• Postgraduate qualification, such as a Master of Health Service Management or Master of Business Administration, or working towards

Key Accountabilities

Key Accountabilities

Demonstrated By / Key Performance Indicators

1. Workforce Leadership and Capability

Lead workforce planning, rostering and resource allocation to meet service demand and ensure service continuity
Build and sustain a high performing, engaged and accountable workforce

• ≥ 90% completion of annual performance development reviews
• 100% compliance with mandatory training requirements
• Staff turnover and unplanned absenteeism within organisational benchmarks
• Staff engagement outcomes meet or exceed organisational benchmarks
• Rosters are EBA-compliant and optimised, with reduced reliance on casual workforce
• Active leave management in place, including planned scheduling and monitoring of leave balances to minimise operational impact
• Development and maintenance of a multi-skilled workforce, with cross-training across service functions to support service flexibility and continuity

2. Patient Centred Service Delivery

Ensure delivery of high-quality, patient-centred administrative services across all Patient Access functions

• Patient experience scores meet or exceed organisational benchmarks
• ≥ 90% of complaints resolved within required timeframes
• Reduction in repeat complaints and escalation events

Key Accountabilities (Contd..)

Key Accountabilities

Demonstrated By / Key Performance Indicators

3. Operational Performance and Financial Management

Accountable for the day-to-day operational management of Patient Access Services across all functional areas
Ensure delivery of timely, accurate and reliable services including admissions, switchboard, transport and accommodation
Monitor demand and implement real-time operational adjustments to maintain service continuity
Manage service budgets to ensure efficient and cost-effective delivery

• 100% of 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) by month end.
• ≥ 95% adherence to service delivery timeframes (admissions, switchboard, transport, accommodation, reception)
• Service continuity maintained with minimal unplanned disruption
• Expenditure within ±2–3% of allocated budget
• 100% compliance with NEPT and VPTAS service requirements
• Regular performance reporting demonstrating use of data to inform operational decisions
• Evidence of proactive operational adjustments in response to demand trends

4. Service Improvement, Risk and Compliance

Identify and implement process improvements and workflow redesign to optimise efficiency and service quality
Develop, implement and maintain administrative policies, procedures and service standards
Optimise use of administrative and digital systems to support service delivery

• Delivery of at least 2 improvement initiatives annually
• Measurable improvement in at least one key operational metric per year
• Demonstrated improvements in process efficiency (e.g. reduced turnaround times, reduced errors)
• ≥ 90% of SOPs, BCPs, and associated policies and procedures are current, regularly reviewed, and consistently applied, with audit outcomes demonstrating compliance
• 100% incidents reviewed and actioned within required timeframes
• Data accuracy and integrity meet organisational thresholds
• Documented risk mitigation actions implemented and tracked

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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.