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.

As a Health Concierge – Customer Support Agent, you will be the first point of contact for customers, providing empathetic, accurate, and timely assistance. You will manage inbound calls, resolve queries, and guide customers through their aged care journey, ensuring a seamless and supportive experience.

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 and your focus will be on delivering timely resolutions which helps reduce customer churn and build lasting relationships, allowing customers to fully benefit from the services offered .

The successful candidate will have call centre experience to actively manage inbound customer enquiries, providing coverage across the Team, as directed by the Team Leader and also provide first time resolution to customer enquiries directly from customer call, building customer rapport and support through each interaction. This full-time, Parramatta based role, offers hybrid flexibility with 3 in-office days and 2 WFH days weekly on successful completion of our 6 month probation period. 

You role is critical in 

• Delivering First Call Resolution (FCR) wherever possible.
• Managing service enquiries, scheduling changes, billing queries, and care partner escalations.
• Using tools like Genesys Cloud and Procura to document interactions and create tasks.
• Following business rules for warm transfers, escalation, and dated note/task creation. 

Key Responsibilities 

• Handle high-volume inbound calls from customers and care workers.
• Provide accurate information on services, scheduling, billing, and care planning.
• Complete customer verification and document all interactions in Procura.
• Collaborate with Care Partners, Scheduling Coordinators, and other teams to ensure timely resolutions. 

About you 

• Recent contact centre experience (within 12 months) in a structured, high-volume environment.
• Strong customer service and active listening skills.
• Ability to manage complex enquiries with empathy and professionalism.
• Familiarity with CRM and call centre platforms (Genesys, Salesforce); 
• Experience in task management and documentation in Procura will be desirable although not mandatory. 

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 today and kick-start your next BIG career move with us.

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