Customer Care Officer

Healius; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flare Benefits

Fitness Passport

Health insurance discounts

Novated leasing

Salary packaging

EAP

Childcare discounts

Online learning

Job summary

Healius Genomic Diagnostics in Melbourne is seeking a Customer Care Officer to be the first contact for patients, clinicians and customers, delivering exceptional support and managing administrative and case workflows. You will report to the Customer Care Team Leader and contribute to a seamless patient experience.

Ideal candidates will have customer-focused experience, healthcare exposure, and strong communication skills, with training provided to support genomic diagnostics workflows and

Qualifications

• Previous experience in a customer service, administration or healthcare support role.
• Year 12 certificate or equivalent.
• Tertiary qualifications in a science discipline and/or knowledge of the Ultra (Triple G) system will be advantageous.

Responsibilities

• Respond to patient, doctor and customer enquiries via phone, email and online channels
• Answer and triage incoming calls, directing enquiries to the appropriate team members
• Provide administrative and case management support across the customer care function
• Process customer requests, documentation and test payments accurately and efficiently
• Maintain accurate records while ensuring patient confidentiality and privacy compliance
• Liaise with laboratory teams and internal stakeholders to resolve enquiries and issues
• Contact patients and clients to obtain or clarify incomplete information
• Support quality assurance requirements by following established procedures and standards

Skills

Customer service

Communication

MS Word & Excel

Multitasking

Education

Year 12 certificate

Science qualification / Ultra (Triple G) knowledge

Job description

Customer Care Officer

Operational hours are 8am – 6pm with 3 shifts that are shared around on a rotational basis. 8am – 4pm, 9am – 5pm and 10am – 6pm.

Join one of Australia’s leading healthcare companies, committed to supporting quality, affordable and accessible healthcare for all Australians.

This is an exciting opportunity to join Genomic Diagnostics at a time of growth and innovation as we continue to expand our capabilities and invest in new technologies that support clinicians with timely, high-quality and clinically meaningful genomic information. You'll join a collaborative team where your work will contribute to positive customer and patient experiences while gaining valuable opportunities to learn and develop within the evolving field of genomic medicine.

About The Role

As a Customer Care Officer, you will be the first point of contact for patients, clinicians and customers, providing exceptional support across a range of enquiries. Reporting to the Customer Care Team Leader, you will play an important role in ensuring a seamless customer experience while supporting Genomic Diagnostics’ administrative and case management functions.

Key responsibilities:

• Respond to patient, doctor and customer enquiries via phone, email and online channels
• Answer and triage incoming calls, directing enquiries to the appropriate team members
• Provide administrative and case management support across the customer care function
• Process customer requests, documentation and test payments accurately and efficiently
• Maintain accurate records while ensuring patient confidentiality and privacy compliance
• Liaise with laboratory teams and internal stakeholders to resolve enquiries and issues
• Contact patients and clients to obtain or clarify incomplete information
• Support quality assurance requirements by following established procedures and standards

About You

This role would suit someone with previous experience in a customer-focused role who enjoys helping people and providing a high standard of service. Experience working within healthcare will be highly regarded, as will familiarity with medical terminology gained through study or previous employment. Above all, you'll be a confident communicator who is committed to following customer care procedures accurately and professionally.

Qualifications and Experience

• Previous experience in a customer service, administration or healthcare support role or similar
• Year 12 certificate or equivalent
• Tertiary qualifications in a science discipline and/or knowledge of the Ultra (Triple G) system will be advantageous

Key Skills and Attributes

• Ability to problem-solve and effectively manage multiple priorities
• Proficient computer skills, including Microsoft Word and Excel
• Ability to adapt and work effectively in a changing environment
• Strong communication skills and a genuine focus on customer care
• Ability to prioritise tasks effectively and work independently when required

About Us

Genomic Diagnostics provides specialised genetic and genomic testing across oncology, reproductive health, inherited disease, pharmacogenomics and haematology. Our work helps clinicians make informed decisions and provides patients and families with answers that can support diagnosis, treatment and ongoing care.

Genomic Diagnostics is the national genomics service for the Healius Pathology network. Healius delivers high-quality diagnostic services through a national network of state-based and specialty brands, with more than 80 medical laboratories and approximately 2,000 patient collection centres across metropolitan, regional and remote communities throughout Australia.

Benefits, Perks and Wellbeing

At Healius, we offer a range of benefits designed to support your wellbeing, lifestyle and career, including:

• Access to retailer discounts and perks through the Flare Benefits platform
• Health and financial benefits, including access to Fitness Passport, corporate health insurance discounts, banking benefits, novated leasing and salary packaging options
• Free and confidential wellbeing support through our Employee Assistance Program (EAP)
• Discounted childcare and babysitting services via Kiddo
• Access to online learning, courses and development pathways to support your career growth