Health Concierge - Customer Support

Australian Unity Home Health is a leading integrated healthcare business delivering in home clinical care and services that meet the needs of the wider community. 

The Health Concierge provides personalised health and aged care support to help prospective Home Health customers prepare for, or transition into, programs of care, recovery or treatment. The aim of this function is to remove the stress out of the process, ‘wrap an arm around the shoulder’ of prospective customers and provide the practical tools and resources for prospective customers to help them manage their health and care needs. 

Your Opportunity

The Health Concierge - Customer Support role is responsible for assisting customers and resolving queries accurately and in a timely manner. The Health Concierge–Customer Support should build relationships to pre-empt customer queries and to assist them on their aged care journey. 
 

As the go-to person for customers, you provide the warm support our customers need, addressing their questions, concerns, and issues with empathy and efficiency. You play a crucial role in ensuring customers feel supported throughout their journey with Home Health, handling everything from billing inquiries to service adjustments. 
 

This full-time role is based out of our Parramatta office and includes 2x working days from home per week.  

About you

• Recent contact centre experience (within the last 12 months), handling high volume inbound calls in a structured environment with strong customer service skills
• Excellent communication and active listening skills.
• A customer-first mindset with a positive attitude.
• A proactive approach to problem-solving and continuous improvement
• Familiarity with CRM systems and call centre technologies (e.g., Genesys, Salesforce)

Proven ability to meet and exceed key performance indicators (KPIs), including: 

• Average Handle Time (AHT) – balancing efficiency with quality
• First Call Resolution (FCR) – resolving customer issues without the need for follow-up
• Customer Satisfaction (CSAT) – consistently delivering positive customer experiences
• Adherence to Schedule – maintaining punctuality and reliability across shifts
• Quality Assurance Scores – demonstrating professionalism and compliance in every interaction

Benefits & Perks
 

• Flexible Working Arrangements
• Extra leave benefits, including Wellbeing, Community, and Deep Listening days each year
• Fitness Passport – discounted access to gyms and fitness facilities
• Exclusive employee discounts across Australian Unity products, travel, and accommodation
• Novated leasing – salary package a new car through Maxxia or Flare Cars and save on tax

Click APPLY or contact Anna Mitchell at AnRichards@australianunity.com.au for a confidential discussion.

Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people. To view our Reconciliation Action Plan, please click https://www.australianunity.com.au/about-us/reconciliation-action-plan