Client Services Liaison

Job Reference:20715

Location: Melbourne

Why You Will Be Excited About This Role

At Healius we all have one thing in common: were passionate about making a difference to the health of Australians. Right now its an exciting time to join us as we transform into a stronger more agile organisation focused on excellent customer and patient experiences smarter ways of working and providing a great place to work.

This is an opportunity to be at the forefront of driving digital adoption across medical practices helping referrers embrace smarter more efficient ways to connect with Healius. Youll combine relationship-building with hands-on technical support while working closely with collaborative and supportive teams across the business. With exposure to evolving digital solutions this role offers strong opportunities for learning development and career growth.

About Us

Healius has an expansive network of over 80 medical laboratories and 2000 patient collection centres operating across metropolitan regional and remote Australia. We provide 1 in every 3 pathology services in Australia extending from exclusively servicing some of Australias largest and most complex private and public hospitals to small Indigenous Australian communities. This means that you will be working in a business large enough to offer you job stability & security interstate mobility and the opportunity to fulfil your career ambitions.

What You Will Be Doing

As a Client Services Liaison youll work directly with medical practices to support the adoption and optimisation of digital referral workflows including Practice Management Systems (PMS) eReferrals and Medway solutions. Through onsite engagement and collaboration with internal and external stakeholders youll help deliver a seamless referrer experience while contributing to scalable service delivery and commercial growth.

Key responsibilities include:

Provide onsite support to GPs practice managers and nursing/allied health staff

Lead onboarding of new referrers ensuring smooth setup with minimal disruption

Drive digital adoption across referrers including growth in eReferral users and volumes

Deliver practical training and guidance supporting effective use of PMS eReferrals and Medway solutions

Support referrers through system upgrades changes and new feature releases including readiness and post-change support

Provision and manage Medway user accounts and access in line with approved processes and policies

Identify manage and resolve service requests incidents and system issues impacting results delivery or performance using CRM and service management tools (HubSpot)

Liaise with PMS vendors and third-party providers (e.g. Healthlink Medical Objects) to support integration and issue resolution

Escalate and coordinate complex issues with Commercial Digital/EDI and Application Support teams

Partner with Commercial Digital/EDI and Marketing teams on referrer-facing communications materials and enablement activities

Identify opportunities to improve referrer experience digital adoption and support efficiency through feedback trend analysis and continuous improvement

Maintain and contribute to documentation standards onboarding guides and support artefacts

Adhere to information security privacy and access control policies ensuring compliance with healthcare regulatory requirements

What Type of Person Will Be Successful

To be successful in this role you will be a customerfocused professional who enjoys working directly with medical practices and translating technical concepts into practical solutions. You are confident liaising with a variety of stakeholders to build trusted relationships and take ownership of delivering a seamless referrer experience.

You will ideally bring:

Experience supporting Practice Management Systems and/or healthcare applications in a customer-facing role

Strong understanding of referrer workflows clinical practice environments and digital referral processes

Ability to clearly explain technical concepts to non-technical audiences

Experience using CRM and service management tools

Strong stakeholder engagement skills with both internal teams and external vendors

Understanding of information security privacy and access control principles in a healthcare context

Previous experience in the Pathology industry (desirable)

We believe everyone leads no matter what role they are in. Our ways of leading are the behaviours we expect our people to embody: Customer Focused Accountable Collaborative Credible and Resourceful.

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Benefits Perks and Wellbeing

As part of working for Healius you will have access to a range of benefits & perks including:

• Benefits platform - Reduce the impact of the cost of living with everyday savings with 500 of Australias most-loved brands (from the weekly grocery shop to premium perks like holidays).
• Fitness Passport Access top fitness centres & pools across Australia at a subsidised rate.
• Corporate health insurance discounts banking benefits and novated leasing salary packaging.
• Career growth and development opportunities with access to a comprehensive library of online courses and learning paths via our e-learning platform.
• Confidential health and well-being support through our Employee Assistance Program available to all employees and their family members.

Our Commitment to Diversity And Inclusion

Healius is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age ethnicity socio-cultural background disability sexual orientation or gender identity.

Healius is a part of the Commonwealth Governments Veteran Employment Committment (VEC) and has been recognised as a Veteran Employment Supporter. Veterans and candidates with Australian Defence Force (ADF) experience are encouraged to apply.

How To Apply

Please click the Apply Now button to complete the pre-screening questions and submit your application.

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