Customer Success Officer

Chandler Macleod; Ballarat; Hybride; AUD 64 000 - 78 000; Plein temps

Résumé du poste

Chandler Macleod is seeking a Customer Success Officer in Alfredton, Ballarat. This full-time role combines customer service, patient engagement and relationship management within a growing healthcare practice.

The position supports patients from initial enquiry through ongoing care, with outbound calling and remote options for suitable Melbourne Metro candidates. The successful candidate will manage patient communications, appointments and records, working closely with clinical and operational

Qualifications

• Experience in customer service, administration, patient coordination or similar client-facing role.
• Strong verbal communication and ability to manage high volume outbound calls.
• Excellent organisational skills and ability to prioritise and manage multiple tasks.
• Experience using CRM systems, databases or appointment scheduling software.
• Proactive, solutions-focused attitude and commitment to confidentiality.

Responsabilités

• Act as dedicated point of contact for new patients through initial care.
• Conduct proactive outbound calls to welcome patients, confirm appointments and provide ongoing support.
• Respond to patient enquiries and assist with bookings.
• Follow up with patients on missed appointments or additional support needs.
• Manage patient recalls, reactivations and ongoing scheduling.
• Maintain accurate patient records and notes in practice management/CRM systems.
• Respond to enquiries via phone, email and digital channels.
• Assist with administrative follow-ups relating to payment arrangements and patient accounts.
• Collaborate with clinical and operational teams to ensure seamless patient experience.
• Escalate clinical enquiries and sensitive matters as needed.

Connaissances

Customer service

Administration

Patient coordination

CRM systems

Outbound calling

Organisational skills

Confidentiality

Outils

CRM systems

Appointment scheduling software

Databases

Description du poste

Full-Time Permanent | Alfredton, Ballarat | Remote Opportunity

Salary: $70,819 inclusive of superannuation

Are you a customer service professional who enjoys building relationships, supporting customers and delivering exceptional service?

We are seeking a proactive and personable Customer Success Officer to join a growing healthcare practice based in Alfredton, Ballarat.

This is an excellent opportunity for someone who thrives in a people-focused environment and enjoys building meaningful relationships while providing ongoing support.

We welcome applications from Ballarat and surrounding areas, with fully remote opportunities available for experienced candidates across metropolitan Melbourne.

About the Role

As the Customer Success Officer, you will play an integral role in supporting patients throughout their journey with the practice.

Acting as a dedicated point of contact, you will ensure patients feel supported, informed and connected from their initial enquiry through to ongoing care.

This is a predominantly outbound, phone-based position requiring strong communication skills, attention to detail and the ability to manage multiple patient touchpoints.

Key Responsibilities

• Act as a dedicated point of contact for new patients throughout their initial stages of care.
• Conduct proactive outbound calls to welcome patients, confirm appointments and provide ongoing support.
• Respond promptly to new patient enquiries and assist with appointment bookings.
• Follow up with patients who have missed appointments or require additional support.
• Manage patient recalls, reactivations and ongoing appointment scheduling.
• Maintain accurate patient records, communication notes and follow-up tasks within practice management and CRM systems.
• Respond professionally to patient enquiries across phone, email and digital communication channels.
• Assist with administrative follow-ups relating to payment arrangements and patient accounts.
• Collaborate with clinical and operational teams to ensure a seamless patient experience.
• Escalate clinical enquiries and sensitive matters to the appropriate team members.

About You

We are looking for a confident and organised customer service professional who enjoys speaking with people and building positive relationships.

You will bring:

• Previous experience in customer service, administration, patient coordination or a similar customer-facing role.
• Strong verbal communication skills and confidence managing a high volume of outbound calls.
• Excellent organisational skills and the ability to manage competing priorities.
• Experience using CRM systems, databases or appointment scheduling software.
• A proactive, solutions-focused approach to customer enquiries.
• Strong attention to detail and a commitment to confidentiality.
• The ability to work independently and take ownership of your responsibilities.

Location-specific requirements

• Ballarat and surrounding areas: Candidates with strong customer service or administrative experience are encouraged to apply. Previous healthcare experience is advantageous but not essential.
• Melbourne Metro (fully remote): Previous experience within medical, allied health or a closely related healthcare environment is essential.

Experience using Cliniko or similar healthcare practice management systems will be highly regarded.

What's on Offer?

• Full-time permanent employment.
• $70,819 annual salary package inclusive of superannuation.
• Monday to Friday working arrangements.
• Ballarat-based opportunity with remote flexibility for suitable Melbourne Metro candidates.
• Opportunity to join a growing healthcare practice.
• Supportive, patient-focused working environment.
• A varied role combining customer service, relationship management and patient engagement.