Head of Patient Experience & Operations

Melbourne. Full time.

We're building a referral ecosystem that has never existed before, and it exists now because of us. One platform, where allied health, GPs and specialists work together and a patient's journey stays visible the whole way through.

Own the experience of every patient who comes through Refr, and make it the best in Australian healthcare.

What we expect from everyone

Whatever the role, these are non-negotiable:

- Be bold. We're doing something new, so we back people who make the call and move.
- Own your work, all the way to done, and own it when something goes wrong.
- Sweat the detail. In healthcare, the small things are the whole thing.
- Communicate clearly. The right message, to the right person, at the right time.
- Take pride in what you ship. You'd happily put your name on all of it.

About Refr

Refr is an Australian allied health platform. Physiotherapists, osteopaths, podiatrists and other allied health clinicians use it to send imaging, specialist and surgical referrals, and procedures like guided injections in minutes, not weeks, with Medicare funding where eligible. We call it a refr, and the range keeps growing. Our view is easy: allied health clinicians should be able to lead more of the patient journey, and Refr gives them the tools to do it.

We're venture backed by Archangel VC, the fund behind Heidi and other Australian startups that grew into scaleups. We're one of the fastest growing companies in Australia, up around 40% month on month for the past six months, and thousands of clinicians already refer through Refr.

The role

This is a new role, and a big one. You own what happens to a patient from the moment a clinician sends a referral to the moment their results come back and they rebook. Refr runs on software we build and improve constantly,



and the patient experience is already fast.

What it doesn't have yet is one person who owns it across the whole journey, watches where patients get stuck, and drives it forward. That's this role. Your job is to make it the best patient experience in the country, and to keep it there as we grow.

You'll run the operations behind every referral: the network of GPs, nurse practitioners and specialists who consult, sign and return referrals, usually within hours. You'll lead the support team who keep patients moving. And you'll work closely with the founders and CTO, turning what you see patients struggle with into the next improvement we ship. You find the problem, you shape the fix, we build it.

What you'll do

- Own the patient experience all the way through, so patients reach the right care fast and no one is left waiting or lost.
- Run GP, nurse practitioner and specialist operations: the telehealth network that consults, signs and returns referrals across the country.
- Lead and grow a team of three to four support staff who keep every patient moving.
- Work directly with the founders and CTO, turning patient problems into operational and technical solutions and helping decide what we build next.
- Build the patient-success playbook from scratch, then the systems that make it run without heroics.

What you'll bring

We care more about how you think than how long your CV is. This role does something no one has done before, so it gets messy,



and plans change mid-week. We need someone who finds that fun, not frightening.

- You learn on your feet. When the ground shifts, you work out the new thing fast and get on with it.
- You stay calm in chaos and bring order to it, without needing a process handed to you.
- You're a creative problem-solver. When there's no process, you design one. When the old fix doesn't scale, you build a better one.
- You come from a medical background and understand how a practice actually runs, including medical billing and the software practices work in day to day, like MediRecords.
- You've led a team, and you know how to grow one well.

Nice to have: telehealth operations experience, familiarity with practice software like Cliniko or Nookal, and comfort with CRMs like HubSpot and team apps like Slack.

Why Refr

Small team, real ownership, and a product clinicians and patients genuinely want. You'll see the impact of your work in every patient who gets what they need in days instead of weeks, whether that's imaging, a specialist or surgical referral, or a procedure, with more coming. Done well, this job grows into owning how every patient in the country experiences Refr, and building the team that delivers it.

We wrote this ad with AI and a human edit. That's how we work here, and how you'll work in this role.

Be clear-eyed about the trade. The patient-success function you build in your first few months won't be the one you're running by the end of the year, because you'll have rebuilt it, and some of what you'll be doing then doesn't exist here yet. This is demanding, and nothing about it is fully mapped. If that's the reason to join, it probably is.

How to apply

Send an email to [email protected] with anything you think is relevant.

📌 Head of Patient Experience & Operations (Australia)
🏢 Refr
📍 Australia