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Customer Care Coordinators

Job Requisition Number:  6942
Date:  15-Nov-2021


Will you actively create a healthier future for tomorrow?


At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.


Our Story:

Home Support Services (HSS) which is part of the Medibank Enterprise, has been providing in-home healthcare services since 1989. We understand that Australians want more choice over where and when they receive care. Where clinically appropriate, our national home healthcare business, Home Support Services (HSS), offer people the flexibility of receiving healthcare and support services in alternative settings to hospitals, wherever they call ‘home’.

Your Opportunity


The Customer Care Coordinator (CCC) is often the first point of contact for HSS consumers and stakeholders. In this role the key to success is being engaging and friendly. You are surrounded by likeminded team members who live and breathe a service centric culture by providing an impeccable experience to consumers and stakeholders whilst working in a dynamic environment. 

You will manage everyday query conversations by working together you will ensure timely responses and accurate referrals to the relevant programs.  
You will have the opportunity to showcase your outstanding administrative skills and knowledge. Being part of HSS becoming the largest virtual hospital in Australia will mean you will thrive in a fast paced and ever-changing environment. 

Key Accountabilities Include;


•    Manage call workload, follow up requests and other administration duties within specified timelines
•    Supporting and liaising with clinical staff in addressing clinical coordination duties Such as data entry and processing of patient notes, details, referral logs and receipts, taking non clinical handovers and preparing and sending discharge letter
•    Liaise with patients, GP’s, clinical staff, road staff, hospital discharge planners and be the first point of contact for all HSS telephone inquiries and distributing these calls across the organisation
•    Manage general inquiries and provide sound advice and information to consumers and stakeholders
•    Proactively connect customers’ needs with HSS programs through excellent listening skills 
•    Ensure minimal error rate in accordance with business objectives in data entry activity
•    Escalating all clinical matters to clinical staff members and managers

In order to service our customers, our Customer Care Coordinators work across a 7-day roster between the hours of 7am and 8pm. Both part time and full-time opportunities are on offer. 

 What will set you apart from the rest?


An outstanding communicator, your intuitive people skills will be central to your success. You will be naturally empathetic, observant, attentive, trustworthy, and committed to making your patient feel safe and comfortable. You will be client and goal focused who is driven to achieve positive customer outcomes together with:


•    Experience providing administrative support in a healthcare environment
•    Strong customer service orientation and relationship management
•    Possess strong negotiation and conflict resolution skills
•    A high degree of technological ability 
•    Strong cultural sensitivity with high cross-cultural communication ability
•    Demonstrably good judgment, problem solving and decision making in a fast-paced environment 
•    Knowledge of patient management systems 
•    Communicate clearly and concisely, both orally and in writing.
•    Ability to work flexibly within a team and autonomously 
•    Excellent interpersonal skills with the ability to work with stakeholders across all levels of the business to meet agreed outcomes and deliverables

What sets us apart from the rest?


Along with joining an outstanding organisation that is transforming the delivery of healthcare, working at HSS also means:
•    Great work life balance
•    Ongoing professional development
•    Health and wellness initiatives
•    Discounted health insurance
To Apply


Simply click on "Apply for this job" and include a current resume outlining your experience and skills relevant to this position. 

A career with us


We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.


The wellbeing of our employees and employees is our priority. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Virtual interviews are always on offer and will not adversely impact your application.


All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.


To start small and impact bigger.

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