Concierge Officer

Ability Action Australia; Penrith; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Referral bonuses

Health insurance

Gym memberships

Job summary

Ability Action Australia is seeking a proactive Concierge to join our Penrith or Alexandria site, guiding participants from referral to booking and ensuring ongoing support.

You will reach out via phone, SMS and email, coordinate with clinicians, manage referrals in our systems, and help participants access timely services while hitting KPI targets. The role offers meaningful work within a large national provider.

Qualifications

• Excellent verbal and written communication.
• Able to follow up and manage referrals.
• Comfortable meeting KPIs and targets.
• Empathy and proactive outreach.

Responsibilities

• Be the first point of contact for participants from referral to booking.
• Reach out via phone, SMS and email.
• Guide conversations toward appointments with empathy.
• Coordinate with clinicians to prioritise appointments.
• Manage referrals and bookings in systems.

Skills

Empathy

Initiative

KPI driven

Communication

Attention to detail

Tools

CRM software

Job description

We are one of the largest providers to the NDIS, supporting over 10,000 participants every year with the care they need, when and where it is needed. We have a multi-disciplinary team approach, building a quality support service around the needs and goals of our participants and their family.

Job Description

About the role

Ability Action Australia is growing and we’re looking for a proactive, people-focused individual to join our Concierge Team.

You’ll take ownership of referrals, helping participants move forward with confidence and connect with the right support, sooner.

This is an office-based role in Penrith or Alexandriawhere being responsive, organised, and outcome-focused makes a real impact. Please include your location in your application.

What you’ll be doing

You’ll be the first point of contact for participants, guiding them from referral through to booking and ensuring they have continued support.

Key parts of the role include:

• Reaching out early via phone, SMS, and email
• Guiding conversations toward an appointment in a supportive way
• Following up to gather information and keep momentum
• Managing referrals, updates, and bookings in systems
• Coordinating with clinicians to prioritise appointments

What’s in it for you

• Meaningful work where you can see the impact of what you do every day
• Career growth across Ability Action Australia and the wider MedHealth group
• Ongoing training and development to build your skills and confidence
• Great benefits, including referral bonuses and corporate discounts (health insurance, gym memberships)
• Options for salary packaging, novated leasing, and additional leave purchase

Qualifications

What you’ll bring

• Confidence speaking with people and guiding conversations with empathy
• A proactive mindset, you take initiative and follow things through
• Comfortable working toward KPIs or activity targets
• Strong communication and follow-up skills
• Attention to detail when managing information and systems

Additional Information

You are welcome here.

Our fast-growing team of more than 4,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.