Customer Service Hub Coordinator

Customer Service Hub Coordinator

Customer Service Hub Co-ordinator

Patient Administration Services (PAS) Te Toka Tumai Auckland | Health New Zealand

Help shape a new way patients connect with our hospitals

We are looking for Customer Service Hub Co-ordinators to join Patient Administration Services at Te Toka Tumai Auckland.

This role is part of a new Customer Service Hub, designed to provide a single, consistent point of contact for patients and whānau needing help with their outpatient appointments. By supporting appointment changes, answering enquiries and coordinating information across services, the Hub will play a key role in improving the patient experience across Auckland City Hospital, Starship Hospital and Greenlane Clinical Centre.

If you enjoy helping people, working in a fast-paced environment and being part of a supportive team, this is a great opportunity to contribute to the delivery of healthcare services across Auckland.

The Opportunity

As a Customer Service Hub Co-ordinator, you will support patients and clinical teams by managing outpatient appointment enquiries across multiple communication channels including phone, email and digital messaging.

Key responsibilities include:

• Responding to patient enquiries about outpatient appointments
• Rescheduling, cancelling and confirming appointments
• Coordinating requirements such as interpreters or pre-appointment instructions
• Supporting clinic utilisation by filling available appointment slots
• Managing missed appointments and facilitating re-booking
• Ensuring accurate patient information and data entry in clinical systems
• Communicating effectively with clinical and administrative teams

The Customer Service Hub operates seven days per week, helping ensure patients can access support when they need it.

Important Skills

• We are looking for people who are organised, patient-focused and confident communicating with a wide range of people.
• You will ideally have:
  • Previous customer service or administration experience (minimum two years preferred)
  • Excellent verbal and written communication skills, including a professional phone manner
  • Strong computer literacy and confidence learning new systems
  • Excellent time management and prioritisation skills
  • High attention to detail and accuracy when entering information
  • The ability to remain calm and professional in a fast-paced environment
  • A positive attitude and the ability to work collaboratively within a team
• Experience working in a hospital or healthcare environment or familiarity with clinical systems would be an advantage but is not essential.

About Us

Te Toka Tumai Auckland is part of Health New Zealand | Te Whatu Ora, providing healthcare services to more than half a million people across central Auckland and specialist services across New Zealand.

Our Patient Administration Services teams support outpatient clinics and patient scheduling across Auckland City Hospital, Starship Hospital and Greenlane Clinical Centre, coordinating hundreds of thousands of appointments each year.

We are committed to upholding Te Tiriti o Waitangi and providing culturally safe care while building a workforce that reflects the communities we serve.

Why join us

• Competitive Health NZ salary band 73,476 - 76,551 annually
• Ongoing training and development
• Opportunities to progress within PAS
• Supportive team environment
• Meaningful work supporting patient care

How to apply

Please submit your CV and cover letter outlining your interest in the role. For support with your application, please reach out to Abdalla Elhennawi, Recruitment Administrator, via email at abdalla.elhennawi@tewhatuora.govt.nz

Applications may close early if a high number of applications are received.