Customer Support Coordinator – Medical Billing

Medbill; Brisbane; Hybrid; AUD 63,000 - 77,000; Full time

Benefits offered by this job

Partial remote work

Office-based role

Job summary

Medbill is seeking a Customer Support Coordinator in Brisbane to be the first point of contact for doctors and practice staff. You will learn medical billing inside our systems and help resolve queries across Zoho Desk, CRM, and analytics tools.

You will handle provider calls, manage the ticket queue, investigate billing issues, and produce weekly reports. The role offers a blend of in-office work with some work-from-home after ramp-up.

Qualifications

• Essential: two or more years in a customer-facing support role; confident phone manner; strong with software; methodical, with clear written English.
• Desirable: Medicare/DVA/health insurer claims or medical billing knowledge; ticketing experience (Zoho Desk, Freshdesk, ServiceNow, Jira); spreadsheet skills (lookups, pivots); experience with Zoho, Clara, Shexie, Gentu or Genie.

Responsibilities

• Provider calls (~30%): answer inbound calls and return voicemail same business day; log as Zoho Desk ticket; keep contact details current in Zoho CRM.
• Ticket queue (~30%): own Zoho Desk queue end to end – acknowledge within one business day, give a real answer or dated next step within three, escalate issues to the team lead the same day.
• Billing investigation (~25%): trace questions through Clara, Shexie, Gentu, Genie, WorkDrive and Zoho Analytics to find missing billing and stuck claims; hand billers a clear write-up with invoice numbers, dates and amounts.
• Manual reports (~15%): produce weekly/monthly provider reports, bookkeeper packs and reconciliation extracts; flag risk before deadline; assist IT/Reporting retire each one.
• Systems: Zoho (Desk, CRM, Analytics, WorkDrive), Clara, Shexie, Gentu, Genie, Microsoft 365 and Teams, Tyro and health fund portals, Medicare PRODA/HPOS.

Skills

Customer-facing support

Phone etiquette

Software literacy

Written English

Tools

Zoho Desk

Zoho CRM

Clara

Shexie

Gentu

Genie

Microsoft 365

Teams

Tyro

PRODA/HPOS

Job description

Customer Support Coordinator – Medical Billing

Medbill does the billing for specialist doctors and practices across Australia: invoicing, Medicare, DVA and health fund claims, patient payments and collections. With over 15 years of experience, we help doctors manage their administrative tasks so they can focus on patient care. We are a small Brisbane team with a lot of systems and a steady push to automate the repetitive parts.

The role

You are the first point of contact for our doctors and practice staff: you pick up, find the answer, and make sure it gets fixed. It is a support role, not a billing role, you won’t key claims, but you will learn medical billing from the inside and know our systems better than almost anyone. There is room to grow into app and internal IT support.

Key responsibilities

Provider calls (~30%): answer inbound calls and return every voicemail and missed call the same business day; log every call as a Zoho Desk ticket; keep contact details current in Zoho CRM.

Ticket queue (~30%): own the Zoho Desk queue end to end – acknowledge within one business day, give a real answer or dated next step within three, and escalate billing errors, complaints and income-affecting issues to the team lead the same day.

Billing investigation (~25%): trace questions through Clara, Shexie, Gentu, Genie, WorkDrive and Zoho Analytics to find missing billing and stuck claims (Medicare/DVA rejections, health fund queries, overdue “to action” invoices); hand billers a clear write-up with invoice numbers, dates and amounts; spot recurring patterns.

Manual reports (~15%, reducing): produce weekly/monthly provider reports, bookkeeper packs and reconciliation extracts to the runsheet schedule, flag any at risk before the deadline, and help IT/Reporting retire each one.

Systems: Zoho (Desk, CRM, Analytics, WorkDrive), Clara, Shexie, Gentu, Genie, Microsoft 365 and Teams, Tyro and health fund portals, Medicare PRODA/HPOS. Full training provided.

What you will bring

Essential: two or more years in a customer-facing support role (IT helpdesk, health insurer claims, medical practice administration or similar); confident phone manner with busy, senior people; strong with software and quick to learn; methodical, with attention to detail and clear written English.

Desirable: Medicare/DVA/health insurer claims or medical billing knowledge; ticketing experience (Zoho Desk, Freshdesk, ServiceNow, Jira); spreadsheet skills (lookups, pivots); experience with Zoho, Clara, Shexie, Gentu or Genie.

Measures of success (first review at 6 months)

No unreturned calls by close of business; 100% of tickets acknowledged within 1 business day; 90% resolved or given a dated next step within 3; fewer than 5 tickets older than 10 business days; 100% of manual reports on the runsheet date (or flagged early); billing hand-overs complete; no unresolved responsiveness complaints.

What we offer

$70,000 plus super; a permanent office-based role with some work-from-home once you’re up and running; a small team where your work is visible; and a role that grows as the organisation does.