About the role

The Business and Programs Coordinator is responsible for coordinating and providing support for AICG programs, ensuring all programs run smoothly and with exceptional customer service. This position is the first point of contact for all customers and is responsible for triaging all customer enquiries. Additionally, this position supports business development efforts by performing sales outreach, scheduling meetings, performing CRM hygiene and preparing proposal documents.

Key responsibilities

- Deliver exceptional customer service through responding to and triaging all inbound customer enquiries (phone and email) in a timely and skilled manner, ensuring accurate tracking through the Customer Relationship Management (CRM) system.
- Manage the administration of reschedules and cancellations, ensuring relevant policies and procedures are followed.
- Provide support for all online and face-to-face workshops and monitor support lines to ensure any technological, facilitator or participant issues during workshops are followed up in a timely manner.
- Liaise with program facilitators to capture attendance lists and update the CRM as necessary to ensure all program information is captured accurately.
- Track participant course attendance and send out certificates of completion when required.
- Report against any agreed KPI's.
- Coordinate business development activities including coordination of meetings and any follow-up activities.




- Maintain accurate and up-to-date CRM records and sales pipeline information and identify stale/incomplete opportunities for CEO/DoO action.
- Prepare and format proposals, presentations and other sales materials.
- Import all customer and sales data from the website into the CRM, ensuring all data is accurate.

About you

- Customer service experience (essential)
- Database management experience (essential)
- Knowledge of Microsoft Office (Word, Excel, PowerPoint) (essential)
- Excellent organisational skills (essential)
- Attention to detail and accuracy (essential)
- Excellent written and verbal communication skills (essential)
- Ability to work autonomously and as a member of a team (essential)
- Self-motivated (essential)
- Ability to work to deadlines (essential)
- Ability to manage conflicting priorities (essential)

About us

Health Education Australia Limited (HEAL) is a not-for-profit organisation which, under the original name of the Victorian Medical Postgraduate Foundation (VMPF), has been providing quality medical education for over 100 years. Today HEAL is national and provides educational opportunities to all health professionals. The Australasian Institute of Clinical Governance (AICG) is HEAL's core program, formed in direct response to an identified need for health professionals to strengthen their skills in clinical governance to reduce the occurrence of adverse events. HEAL is committed to improving patient safety and quality care across all sectors through health professional development and education programs in clinical governance competencies.

📌 Business & Program Coordinator (Melbourne)
🏢 Health Education Australia
📍 Melbourne