Description Digital Channel Optimisation Manager- National Contact Centre Location: Melbourne/Brisbane/Sydney Role type: Full time/Permanent About I-MED I-MED is a global leader and ANZ’s largest, privately owned radiology network. The work we do every day is at the core of providing quality medical imaging services to patients across our 270 clinics. When you work for I-MED, you form part of a critical supply chain that supports emergency departments, obstetrics, oncology clinics and we deliver over 6.5 million patient procedures annually. Backed by global private equity, today we are a $1.2B business with additional joint venture partnerships, that includes a global leader in Artificial Intelligence technology for Radiology. I-MED Benefits Enjoy a range of exclusive benefits, including discounted private health insurance, salary packaging options, access to Fitness Passport, lifestyle and travel discounts, I-MED services for you and your family, as well as comprehensive employee assistance and wellbeing programs. About the role I-MED Radiology is seeking a Digital Channel Optimisation Manager to lead the strategy, delivery and optimisation of digital booking and enquiry channels across our national network. Reporting to the National Contact Centre Manager, this senior role is responsible for improving patient access, clinical safety and operational efficiency through digital channels including online booking, chat and secure messaging, chatbots and virtual agents, SMS, email, patient portals and automation. You will lead a small specialist team and work closely with clinical, operational, IT and marketing stakeholders to design safe, scalable and patient-centric digital journeys that support complex medical imaging workflows. Key responsibilities Own and deliver the digital channel strategy and roadmap Optimise end-to-end digital patient journeys from referral to appointment follow-up Embed clinical safety requirements into digital workflows Drive automation and self-service to reduce manual handling and contact centre demand Lead platform optimisation and system integration across RIS, PACS and telephony Monitor performance, adoption and patient satisfaction using data and insights About you Experience managing digital channels within a contact centre environment (minimum 3 years) Strong background in digital journey design, service design or UX Experience with online booking, chat, chatbots, CRM, portals and automation (RPA/BPA) Excellent stakeholder engagement skills across clinical and non-clinical teams Experience in healthcare, medical imaging or a regulated environment highly regarded Why I-MED? Make a meaningful impact on patient access to healthcare Lead digital transformation at scale across a national network Work in a clinically governed, purpose-driven organisation Interstate travel may be required. Apply now to play a key role in shaping the future of digital patient access at I-MED Radiology.
