Allied Health Customer Experience Manager

Hiya Health; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Hiya Health is seeking a full-time Allied Health Customer Experience Manager to lead the customer experience team across Queensland. The role focuses on onboarding, service coordination, and data-driven operations to deliver exceptional client journeys.

You will mentor Customer Experience Officers and the Intake & Engagement Coordinator, optimise workflows, and collaborate with clinical and admin teams. Travel between clinic locations is required.

Qualifications

• Experience leading customer-focused service teams.
• Ability to diagnose bottlenecks and drive improvements.
• Analytical and organised with reporting/dashboard skills.
• People-first mindset with collaborative approach.
• Compliance requirements including police check/NDIS screening (ability to obtain).

Responsibilities

• Lead and mentor the Customer Experience Officers and Intake & Engagement Coordinator.
• Optimize workflows, implement new systems, and reduce operational friction.
• Oversee client onboarding, appointments, and service continuity across clinics.
• Track KPIs and provide insights directly to the COO.
• Maintain accurate client records and support billing across funding models.

Skills

Team leadership

Process optimization

Data analysis

Customer experience

Stakeholder management

Compliance knowledge

Tools

CRM software

Reporting dashboards

Job description

Allied Health Customer Experience Manager

Hiya Health is seeking a full-time Customer Experience Manager to lead the customer experience team and processes, ensuring seamless client onboarding, service coordination and data-driven operational excellence across all centres.

You will be a key leader in driving the Hiya Health vision by ensuring every client's journey from initial enquiry to service delivery and follow up is smooth, compliant, and exceptional.

You will directly support and guide the team of Customer Experience Officers and the Intake & Engagement Coordinator empowering them to provide unparalleled service.

The role may be based at one of Hiya Health’s key office or clinic locations with the need to travel between clinic locations.

About Hiya Health

Hiya Health is a premier destination for health, wellness, and injury management in South East Queensland, featuring therapy and gym equipment and facilities. We are determined to inspire change in our clients every day. We believe a great quality of life is fueled by the ability to function, and our multidisciplinary, integrated care paves the way to smarter health and fitness. We create freedom through exceptional healthcare.

With ten convenient locations across Queensland, we offer a comprehensive range of allied health services including Physiotherapy, Exercise Physiology, Occupational Therapy, Hydrotherapy, Clinical Reformer Pilates, and Dietetics. Our vision is to bring an improved quality of life within reach of everybody through clinical excellence and personalised care.

Your Role & Impact

Lead & Inspire: Mentor, upskill and lead Customer Experience Officers and the Intake & Engagement Coordinator to deliver exceptional frontline service.

Innovate Systems & Solve Problems: Optimise workflows, build new systems, handle complex escalations, partner with tech teams to automate repetitive tasks, and eliminate operational friction.

Drive Intake & Conversion: Oversee appointment conversions, fill cancellation gaps, and ensure seamless continuity across client care plans.

Own the Data: Track performance via scorecards and KPIs (conversions, response times, refill rates) to deliver high-level strategic insights directly to the COO.

Coordinate Operations: Maintain flawless client records, support billing across diverse funding models, and uphold high compliance standards.

The ability to work across Customer Experience and Administration areas while maintaining a small clinical caseload or practicing clinically will be highly regarded.

What You Bring

Proven Leader: 3+ years leading customer-focused service teams with energy and empathy.

Solutions-Driven Systems Thinker: Expert at diagnosing bottlenecks, delivering practical answers, and driving continuous improvement.

Analytical & Organised: Data-smart and highly structured, with strong proficiency in client management software, productivity tools, and reporting dashboards.

People-First Mindset: Dynamic, collaborative, approachable, and dedicated to achieving positive client outcomes.

Compliance Ready: Holds (or can obtain) a National Police Clearance, Blue Card, and NDIS Worker Screening Card.