Be responsible for documenting processes and procedures for the My Aged Care contact centre in preparation for the upcoming Aged Care reforms.
19th November, 2024 About us Healthdirect Australia is a government-owned, not-for-profit organisation who works with purpose and dedication to help Australians actively manage and improve their health.
Our virtual services are easily accessible via multiple channels, including helplines, video call solutions, apps and websites and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic.
About the opportunity Reporting to the Strategy Lead for My Aged Care (MAC), this role focuses on documenting processes and procedures for the My Aged Care contact centre in preparation for the upcoming Aged Care reforms.
The Process Analyst will work closely with the My Aged Care Reform teams to create both current ('as is') and future ('to be') processes, maintain the process register, and assist with change management efforts.
Key Responsibilities Develop clear and concise process maps using appropriate tools and methodologies.
Work closely with subject matter experts and stakeholders to gather information and validate process maps and procedures Map and document both current ("As-Is") and future ("To-Be") processes.
Assist in implementing change initiatives by communicating process updates and ensuring stakeholder alignment Promote and maintain BPMN governance processes and frameworks Create and maintain process register Manage multiple priorities and deadlines Be available for interstate travel when required What we're looking for Proven experience in business process mapping, preferably in complex, fast-paced environments Proficient in process mapping and modelling tools (Lucidchart) Strong knowledge of process improvement methodologies (e.g.
Lean Six Sigma) Experience working with or in contact centres Must have experience delivering in a fast paced and dynamic environment Experience in health and/or government is preferred but not essential Why work with us We believe our strength comes from our talented and dedicated staff.
We are committed to working together to create a culture where you can bring your whole self to work.
Our benefits include: Flexible work arrangements (2 days per week in office, pro-rated for part time employees).
14 weeks company Paid Parental Leave for both parents.
Multi-dimensional wellbeing program that is run by our people for our people.
Individual curated learner journeys to support you to expand your capabilities and unlock your talent.
To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.au As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
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Please be aware that you must have the right to live and work in Australia to apply for this job.
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