At Australian Unity, we're reimagining how health and care are delivered in our local communities.
By working together differently, we help customers live healthier, more independent, and fulfilling lives, while staying connected to supportive communities.As a Health Concierge – Customer Support, you'll be the first point of contact for our customers, providing empathetic, accurate and timely support across their aged care journey.
You'll manage a high volume of inbound enquiries, resolve issues efficiently, and build strong relationships that support positive customer outcomes.This is a full-time role, offering hybrid flexibility (3 days in office, 2 from home) after successful completion of a 6-month probation period.Key AccountabilitiesHandle high-volume inbound calls from customers, families and care workersResolve enquiries across services, scheduling, billing and care support by providing clear and accurate informationDeliver First Call Resolution (FCR) wherever possibleAccurately document interactions using systems such as Genesys and ProcuraFollow business rules for warm transfers, escalation pathways and accurate task/note creationCollaborate with internal teams to ensure timely customer resolutionManage complex queries with empathy and professionalismWhat You'll BringRecent experience (within the last 12 months)



in a high-volume contact centreProven ability to manage complex customer enquiries end-to-endStrong communication, active listening and rapport-building skillsConfident using CRM/call centre systems (e.g. Genesys, Salesforce, Lumary - desirable)High attention to detail and strong time management skillsExperience in health, aged care or community services desirable but not essentialWhy work for Australian Unity?
Additional Leave benefits including Community, Wellbeing & Deep Listening LeaveFlexible Work Options –hybrid role combining 3 Branch days & WFH after successful completion of your 6 month probation periodCareer development with full access to LinkedIn Learning & internal opportunitiesStaff discounts across our insurance products as well as our travel and retail partnersFitness Passport – discounted access to 1,500+ gyms & facilitiesNovated Car Leasing options through our partners Maxxia or Flair Cars14 weeks paid Parental LeaveAustralian Unity is an Equal Prospect 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 about-us/reconciliation-action-plan
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📌 Health Concierge - Customer Support (Melbourne)
🏢 Australian Unity
📍 Melbourne