Follow-up Team Leader

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we’re all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.​

Join us in digitising healthcare!

What’s the opportunity?          

The Follow-Up Team Leader is pivotal in leading a high-performing team to deliver exceptional support for the National Cancer Screening Register. The role oversees the safety net functions of the Register for both the National Lung Cancer Screening Program (NLCSP) and the National Cervical Screening Program (NCSP), fostering collaboration both internally and externally. By aligning with business priorities and driving continuous improvement, the Team Leader helps enhance the effectiveness of both programs and deliver positive health outcomes for Australians.

About the role:

• Lead the Follow-Up function for both the lung and cervical programs within the NCSR, including recruitment, training, and support of Follow-Up Officers, ensuring high-quality performance, operational efficiency and contributing to a positive team culture.
• Act as the first point of contact for escalations related to clinical and complex queries from the contact centre team, participants, and healthcare providers, while liaising with pathology/radiology engagement teams.
• Lead the team to ensure work is allocated and completed in accordance with protocols and service level agreements.
• Develop and update policies and procedures to support follow-up and escalation functions.
• Liaise with participants, healthcare providers and specialists to obtain information about participants who require follow-up of abnormalities and to encourage adherence to the follow-up protocols.
• Conduct quality assurance activities, including ensuring all actions for ‘lost to follow-up’ participants have been completed and monitoring adherence to established quality indicators.
• Collaborate with the Mail House Manager, Quality Manager, and program teams to identify and resolve issues, develop quality measures, and improve stakeholder outcomes.
• Review, analyse and report on tasks performed by Follow Up Officers across both programs.
• Provide data analysis and insights for process improvement, and undertake user accessibility testing on the NCSR system.
• Manage strategic external relationships with relevant cancer screening program stakeholders delivering excellent customer service.
• Represent external users internally and advocate for quality improvement initiatives, ensuring compliance with established quality and safety protocols.

About you:

• Tertiary and/or post-graduate qualifications or experience in relevant public health disciplines or as a registered nurse.
• Minimum 3 years experience in a leadership role
• Preferred leadership experience in a healthcare or digital health setting.
• Proven ability to coach, mentor, and lead a team to achieve operational goals.
• Strong understanding of the Australian healthcare system.
• Demonstrated expertise in handling escalated and complex queries.
• Experience in process improvement, change management, stakeholder engagement and relationship management.
• Proven experience in providing excellent customer service in a healthcare setting and leading by example.
• Excellent data management and problem-solving skills.
• Attention to detail and ability to manage competing priorities effectively.
• Proficient in creating and maintaining operational procedures and protocols to a high standard.
• Demonstrable experience in designing and performing quality assurance procedures.
• Phone communication skills – professional and empathetic telephone manner, active listening and ability to clarify information.
• Digital Literacy - Comfort using technology and can demonstrate an ability to learn digital platforms.
• Exceptional oral and written communication and interpersonal skills. 
• Commitment to quality and safety in healthcare.
• Experience of cancer screening program delivery.
• Knowledge of medical terminology, clinical and pathological disease processes.
• Knowledge of privacy and confidentiality in a Healthcare setting.

Why join Telstra Health: 

• We believe that flexibility is not a ‘perk’, it’s how we have always worked! We celebrate that flexibility looks different for each of us and support your work-life harmony.
•  Join us if you find change, a fast paced environment and even some ambiguity thrilling! Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new!
• Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities.
• If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you!

And it doesn’t stop there…

• Avenues for growth and stepping into other roles.
• 30% discount on Telstra services including home broadband and post-paid mobiles.
• Free 24/7 professional and confidential support for you and your family through EAP
• Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more 
• Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave. 

We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don’t check every box above, we encourage you to apply today or get in touch with us on Recruitment@health.telstra.com 

Applications will be assessed and shortlisted as they are received so apply today!

We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.