Incident Management Coordinator

TELUS Health; City of Melbourne; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Access to Employee Assistance Program

Wellbeing program initiatives

Positive team environment

Job summary

TELUS Health is seeking an Incident Management Coordinator to join our Melbourne/Sydney team. This frontline role focuses on intake, scoping and resourcing to deliver best-practice clinical services to clients.

You will manage incident requests, coordinate providers, and ensure timely interventions while maintaining high-quality service in high-pressure environments. We value empathy, clarity and professional communication in a fast-paced setting.

Qualifications

• Experience in incident management or crisis coordination.
• Strong written and verbal communication skills.
• Ability to work in a fast-paced environment with competing priorities.
• Empathetic and professional when handling high-pressure situations.
• Detail-oriented with focus on delivering quality service.

Responsibilities

• Coordinate intake, assessment and resource allocation for Incident Management services.
• Scope acute-care environments, crisis situations and complex disaster events.
• Strategically and cost-effectively allocate clinical providers to requests.
• Oversee all administrative functions related to service delivery.
• Gather and verify sensitive customer information to provide optimal support.
• Assess urgency and assign qualified providers for timely intervention.
• Manage competing priorities and urgent requests with attention to detail.
• Direct internal stakeholders to ensure smooth service delivery.

Skills

Incident management

Crisis coordination

Communication skills

Organizational skills

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

A great opportunity to join TELUS Health's Incident Management team and make a difference!

Incident Management Coordinator

Multiple Positions Available (Full-Time and Part-Time)

Melbourne or Sydney

About Us:

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

About the role:

We are seeking an Incident Management Coordinator to join our dynamic team and play a pivotal role in delivering best-practice clinical services to our clients. Reporting to the Operations Supervisor - IM, this frontline position requires strong communication, strategic thinking, and negotiation skills to manage and coordinate incident management requests. You will be responsible for intake, scoping, and resourcing, ensuring that our services are delivered efficiently and meet the highest standards.

The day to day:

• Coordinate the intake, assessment, and resource allocation for Incident Management services.
• Scope acute-care environments, crisis situations, and complex disaster events.
• Strategically and cost-effectively allocate clinical providers to incident management requests.
• Oversee all administrative functions related to service delivery.
• Gather sensitive customer information, ensuring clarity and accuracy to provide optimal support.
• Assess the urgency of requests and assign qualified providers to deliver timely intervention.
• Manage competing priorities and urgent requests, maintaining a high level of attention to detail and accuracy.
• Demonstrate sensitivity, professionalism, and empathy while working in high-pressure crisis situations.
• Direct internal stakeholders with service-related queries and issues to ensure smooth service delivery.

About you:

• Proactive and resourceful with strong organizational skills.
• Ability to work in a fast-paced environment and manage competing priorities.
• Experience in incident management or crisis coordination.
• Exceptional communication skills, both written and verbal.
• Strong strategic thinking and negotiation abilities.
• Empathetic and professional when handling sensitive and high-pressure situations.
• Detail-oriented with a focus on delivering quality service in a timely manner.

For you:

• Access to our internal Employee Assistance Program
• Access to our wellbeing program initiatives
• A fun, dynamic, positive team environment

A Bit About Us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.