Health Concierge - Navigator

Join us and let’s make a bigger difference together. 

Established in 1840, we’re Australia’s first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to Help People to Thrive. 

It’s an exciting time to be joining Australian Unity – we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

Home Health is transforming how we support customers in their local communities. By working together in new ways, we’re helping people live healthier, more independent and fulfilling lives.

We’re looking for a Health Concierge - Navigator to join our Contact Centre team in Clayton. In this role, you’ll nurture customer relationships and support strong conversion by delivering a consistent, high quality experience for new and existing customers. You’ll manage referrals across multiple channels and customer groups, using defined service levels, interaction guides and digital tools to provide exceptional service.

This role works on a rotating Monday - Friday roster between 8am - 6pm, including state public holidays.

Key Responsibilities:

• Understand and respond to individual customer needs
• Manage leads and convert new customers through warm outbound calls
• Meet KPIs and operational targets
• Handle inbound enquiries and support overall team coverage
• Provide first‑contact resolution, building rapport in every interaction
• Deliver outstanding customer service

About You:

You’ll bring:

• Experience in the health, community, or care services industry, ideally in a sales or customer‑facing context
• Strong written and verbal communication skills
• Experience using contact centre systems and technology to engage customers
• Knowledge of funding instruments and regulations for in‑home or community care services (desirable)
• Certificate III or higher in community services, aged care or administration (desirable)