Health Concierge: Customer Support Specialist (Hybrid)

Australian Unity Limited; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

Australian Unity Limited in Melbourne is seeking a Health Concierge – Customer Support to be the first point of contact for customers on their aged care journey. You will handle a high volume of enquiries, provide empathetic, accurate and timely assistance, and help families, carers and customers navigate services with confidence.

This full-time, hybrid role (3 days in office, 2 from home after six months) is based in Clayton, VIC.

Qualifications

• Recent experience in a high-volume contact centre.
• Proven ability to manage complex customer enquiries end-to-end.
• Strong communication, active listening and rapport-building skills.
• Confident using CRM/call centre systems (Genesys, Salesforce, Lumary) – desirable.
• High attention to detail and strong time management skills.
• Experience in health, aged care or community services desirable but not essential.

Responsibilities

• Handle high-volume inbound calls from customers, families and care workers.
• Resolve enquiries across services, scheduling, billing and care support with clear information.
• Deliver First Call Resolution wherever possible.
• Accurately document interactions using systems such as Genesys and Procura.
• Follow business rules for warm transfers, escalation pathways and note creation.
• Collaborate with internal teams to ensure timely customer resolution.
• Manage complex queries with empathy and professionalism.

Skills

Active listening

Empathy

Communication

Tools

Genesys

Salesforce

Lumary

Job description

Australian Unity Limited in Melbourne is seeking a Health Concierge – Customer Support to be the first point of contact for customers on their aged care journey. You will handle a high volume of enquiries, provide empathetic, accurate and timely assistance, and help families, carers and customers navigate services with confidence.

This full-time, hybrid role (3 days in office, 2 from home after six months) is based in Clayton, VIC.