Consumer Support Officer
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Job Location:
Heatherton - Australia
Monthly Salary:
Not Disclosed
Posted on:
21 hours ago
Vacancies:
1 Vacancy
Job Summary
About us
Access Telehealth was built by medical professionals with one goal in mind: connecting people to quality healthcare regardless of location or circumstance.
Join our team making a meaningful difference in the lives of older Australians. Access Telehealth is a leading national healthcare provider supporting residents in aged care facilities through a blended model of on-site and telehealth medical services.
Through our Access Aged Care model we deliver co-managed relationship-based care to residents across Australia working closely with dedicated GPs nurses and specialist clinicians to strengthen health outcomes continuity of care and clinical oversight.
As our services continue to grow so does our focus on exceptional consumer experience and seamless access to care. We are looking to welcome an additional Consumer Support Officer to our head office team based in Heatherton Victoria.
About the role
We are seeking a motivated and resultsoriented Consumer Support Officer to join our thriving Consumer Support team. This role plays a key part in managing enquiries converting warm and hot leads onboarding new users and ensuring a smooth and positive experience for aged care residents and their families. There is no cold calling.
This is a fulltime 12 month fixed term position based in Heatherton reporting to the Consumer Support Manager.
If you enjoy helping people thrive in a fastpaced environment and have a talent for engaging with consumers to guide them into services that improve their wellbeing - this role is for you.
Key Responsibilities
Lead Conversion & Consumer Engagement
- Respond to inbound enquiries from aged care residents families and facilities with a strong focus on converting warm and hot leads.
- Manage outbound followups to progress interest answer questions and assist consumers into appropriate services.
- Build trust and rapport quickly with consumers and their decisionmakers.
Onboarding & Service Coordination
- Guide new aged care residents and families through the onboarding process including gathering required information and preparing them for their first medical consult.
- Liaise with families next of kin and facility staff to ensure accurate and timely setup of service details and onboarding information.
- Ensure all residents are onboarded smoothly with minimal friction.
General Duties
- Manage approximately 3040 inbound and outbound calls per day alongside other outbound engagement activity.
- Provide confident accurate information in a highvolume call centre environment.
- Work collaboratively with internal teams including Administration Clinical Support and Finance.
- Contribute to individual and team KPIs relating to consumer experience conversion rates and service efficiency.
- Analyse results and provide feedback or suggestions for continuous improvement.
About you
You will succeed in this role if you have:
- Experience in customer service sales or a call centre environment
- The ability to confidently convert enquiries into service uptake
- Experience in health or aged care (desirable but not essential)
- Excellent written and verbal communication skills
- A proactive positive approach to consumer support
- The ability to learn quickly and adapt to changing needs or workflows
Whats on Offer
- 12 month Fixed Term FT position
- Heatherton location
- Competitive remuneration
- A supportive growing organisation with genuine scope for future progression
- The chance to make a meaningful difference in peoples access to healthcare
How to apply:
If this sounds like the right fit for you click Apply Now and follow the prompts. For any questions please contact:
Required Experience:
Unclear Seniority
About Company
Connecting people. Improving health outcomes. At Access Telehealth, we connect patients, GPs, specialists and Therapists through our secure, easy-to-use software. Access Telehealth - Connecting People, Improving Health Outcomes
