Customer Experience Specialist

At Healius, we're united by a shared purpose: making a difference to the future of Australia's health. There's never been a more exciting time to join us as we transform into a stronger, more agile organisation with a focus on innovative ways of working, excellent customer and patient experiences and being a great place to work.

Our Customer Experience team play a vital role in supporting patients, healthcare professionals and commercial customers through every stage of their interaction with Healius. You'll be empowered to resolve enquiries and complaints, deliver exceptional service and contribute to meaningful healthcare outcomes while building valuable customer relationships.

About Us

Healius is one of Australia’s leading healthcare companies, committed to supporting quality, affordable and accessible healthcare for all Australians. Through our network of state-based and specialty brands, we provide high-quality diagnostic services that support clinicians to make informed decisions and improve patient outcomes.

With more than 80 medical laboratories and approximately 2,000 patient collection centres nationwide, we process approximately one in four Medicare-funded pathology tests each year, supporting services that extend from some of Australia’s largest and most complex private and public hospitals to regional areas and remote Indigenous communities.

About The Role

Reporting to the Customer Experience People Leader, you will be responsible for delivering exceptional experiences across all customer interactions within the Contact Centre. Acting as a trusted first point of contact, you will support patients, doctors, veterinarians, healthcare professionals, commercial clients and internal stakeholders while ensuring compliance, efficiency and service excellence.

Key responsibilities:

• Deliver exceptional customer experiences across phone, email and other service channels.
• Provide timely support to patients, healthcare professionals, commercial clients and internal stakeholders.
• Prioritise urgent and clinically significant interactions to support optimal health and business outcomes.
• Resolve customer complaints and concerns professionally, creating positive outcomes and customer advocates.
• Maintain high levels of customer satisfaction, quality and service delivery.
• Protect sensitive medical and personally identifiable information in accordance with company policies and procedures.
• Accurately update and maintain customer records and systems.
• Support revenue protection and growth through high-quality customer interactions.
• Maintain compliance with all operational policies, procedures and quality standards.
• Maintain and develop knowledge of pathology services, systems and the broader Healius business.

About You

Qualifications and Experience

• High School Certificate (or equivalent)
• Previous customer service experience, ideally in a contact centre or service environment
• Experience in administrative, sales or healthcare-related roles is desirable

Key Skills and Attributes

• Strong customer service and communication skills
• Problem-solving and complaint resolution capability
• Attention to detail and accuracy
• Ability to manage competing priorities in a fast-paced environment
• Commitment to privacy, compliance and quality standards

We believe everyone leads, no matter what role they are in. Our ways of leading are the behaviours we expect our people to embody: Customer Focused, Accountable, Collaborative, Credible and Resourceful.

Benefits, Perks and Wellbeing

At Healius, we offer a range of benefits designed to support your wellbeing, lifestyle and career, including:

• Access to retailer discounts and perks through the Flare Benefits platform
• Health and financial benefits, including access to Fitness Passport, corporate health insurance discounts, banking benefits, novated leasing and salary packaging options
• Free and confidential wellbeing support through our Employee Assistance Program (EAP)
• Discounted childcare and babysitting services via Kiddo
• Access to online learning, courses and development pathways to support your career growth

Our Commitment to Diversity and Inclusion

Healius is an equal opportunity employer committed to fair, inclusive and merit-based recruitment practices. We stive to build diverse teams that reflect the communities we serve, valuing people across different life stages, genders, cultural backgrounds, ages and professional experiences. All applicants are assessed equitably based on their ability to meet the requirements of the role.

Healius is part of the Commonwealth Government’s Veteran Employment Commitment (VEC) and has been recognised as a Veteran Employment Supporter. We encourage applications from veterans and candidates with Australian Defence Force (ADF) experience.

How To Apply 

Please click the ‘Apply Now’ button to apply via our careers site.

Healius is committed to responding to every applicant, regardless of outcome. Timeframes may vary depending on the role and volume of applications.

To explore more opportunities, visit careers.healius.com.au and follow us on LinkedIn. Keep up to date with future opportunities by joining our talent community.