Patient Access Concierge

Avive Health; Gold Coast City; On-site; AUD 55,000 - 75,000; Full time

Job summary

Avive Health is seeking a front-line intake associate to warmly welcome patients, carers and referrers and guide them through funding and access steps. You will gather non-clinical information, document it in HubSpot, and ensure accurate handovers to the Intake team.

You will need a strong phone manner, excellent communication, and the ability to build trust quickly while maintaining data quality and service standards in a fast-paced environment.

Qualifications

• Excellent phone-based communication and rapport-building.
• Comfort using a CRM to capture and track data.
• Clear, plain-language explanations of services and pathways.
• Strong administrative skills and meticulous data entry.
• Emotional intelligence and sound judgement for sensitive enquiries.

Responsibilities

• Respond to inbound patient and referrer enquiries promptly and professionally.
• Explain Avive Health's services, pathways and next steps clearly.
• Capture non-clinical information accurately in HubSpot.
• Clarify health fund, DVA and access requirements within role scope.
• Monitor enquiry progress and follow up as needed.
• Coordinate a smooth handover to Intake when appropriate.
• Support a high-quality first impression for patient experience.

Skills

Phone etiquette

CRM confidence

Communication skills

Attention to detail

Emotional intelligence

Data entry

Tools

HubSpot

Job description

Be the calm, capable first point of contact for people seeking support through Avive Health. You will sit at the front end of the patient journey, helping patients, carers and referrers understand Avive Health's services, clarifying funding and access pathways, managing incoming enquiries with care, and coordinating a smooth handover to Intake when the time is right. This is a phone-based, non-clinical role for someone who knows how to create trust quickly, understands the importance of strong follow-through, and can keep a CRM sharp without turning the experience into a hard sell.

Key responsibilities

Respond to inbound patient and referrer enquiries promptly and professionally.

Explain Avive Health's services, pathways and next steps in a clear and reassuring way.

Gather relevant non-clinical information and capture it accurately in HubSpot.

Clarify health fund, DVA and access requirements within role scope.

Monitor enquiry progress, complete follow-up activity and manage stalled matters appropriately.

Provide ethical redirection when another provider or pathway is more suitable.

Coordinate a smooth, well-informed handover to the Intake team.

Contribute to a high-quality first impression that supports both patient experience and referral trust.

About you

Experience in healthcare intake support, hospital admissions, patient services, specialist medical administration, contact centre healthcare support or a similar coordination role.

Strong phone manner and the ability to build rapport quickly without sounding scripted or transactional.

CRM confidence, ideally in HubSpot or a comparable platform.

The ability to understand a service offering properly and explain it in plain language.

Strong administration skills, attention to detail and disciplined follow-through.

Emotional intelligence, resilience and sound judgement when handling sensitive enquiries.

Comfort working in an environment where responsiveness, data quality and service experience all matter.

Current Police Check issued within the last 12 months.

About us

Avive Health is a modern, progressive mental health service focused on doing things thoughtfully and well. We value compassion, accountability, professionalism and growth.

Join a modern, progressive mental health service focused on doing things thoughtfully and well.

Play a meaningful role in helping people access the right support at the right time.

Work in a role that blends patient experience, access coordination and operational discipline.

Be part of a team that values compassion, accountability, professionalism and growth.