Share this Job

Customer Care Consultant - Sydney, Melbourne or Perth

Job Requisition Number:  1343
Date:  10-Aug-2019

Sydney, NSW, AU, 2000 OSBORNE PARK, WA, AU, 6017 DOCKLANDS, VIC, AU, 3008

Who we are

We promote the values of better health at every level, caring for the health of those we work with and those we work for.

We encourage work-life balance and flexibility and are more motivated by being ethical and acting with integrity. 


As we work towards our goal of Better Health For Better Lives for all Australians, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and we believe in developing Indigenous careers.


With a workforce of over 1,300 dedicated health professionals, including 1,000+ clinical professionals, we are committed to making a difference to the health and wellbeing of millions of Australians every year.


About CareComplete

CareComplete provides benefits at both an individual and community level—helping Australian’s improve their health and avoid preventable hospital admissions and taking pressure off the healthcare system.  Learn more about our innovative suite of programs and opportunities by clicking here: CareComplete


The Opportunity

As our Customer Care Consultant for CareComplete you will proactively engage potential program participants on the phone, explaining program details and completing enrolments.

Working from our Sydney, Melbourne or Perth Office you will be the reassuring voice on the end of the phone checking in on CareComplete program participants, reviewing their progress, helping them stick to their health goals and seek support for them when and where they need it.

Contributing to the continuous improvement of the team, client and participant user experience by building and maintaining quality referral relationships with appropriate and available community services and local resources, will help ensure the success of the program.

You will balance a busy call schedule in a contact centre environment, handling conversations with care and consideration and manage detailed administration requirements.


Your responsibiliites will include:

  • Conducting outbound calls to participants to enrol and/or review progress in the program and managing the inbound phone lines, maintaining call service levels across all programs;
  • Providing quality customer service to callers whilst adhering to program specific guidelines;
  • Completing administration and follow up tasks such as booking appointments, procuring service providers and sending collateral;
  • Providing support to all participants for the duration of the CareComplete program through multiple avenues whilst directing the participant for plan adherence and progress towards better health;
  • Ensuring minimal participant complains received and documenting participant complaints appropriately and escalating them for resolution in a timely manner in accordance with systems; and
  • Achieving all key performance indicators according to program based benchmarks including average handling time, productivity and overdue calls/tasks


Please note this role is a full time fixed term contract/secondment role until 30th June 2020.



About You

People will have described you as someone who is highly motivated and passionate about customer service and health outcomes of others. You will have prior experience in a call centre environment in a telephone based customer service sales role with strong objection handling skills.  


Your resilience, excellent communication skills, flexibility and ability to adapt to different environments will set you up for success in this role.  As will your high attention to detail which helps you effectively prioritise your work.


You are computer savvy and IT literate, comfortable in navigating multiple systems, including the Microsoft suite or programs. Prior experience in medical and/or clinical administration roles will be highly regarded


Please note, if this position attracts a large volume of interest, the closing date for applications may be brought forward. With this in mind, we encourage you to submit your application as soon as possible


What we offer

In return for your hard work, we offer a range of benefits and we take the health and wellbeing of our employees seriously, offering flexible working conditions and encouraging wellbeing at all levels of life.

We’re committed to supporting better accessibility for our customers and our people. You can find out more about Medibank’s Accessibility and Inclusion Plan here. If we call you to discuss the role you’ll also get the opportunity to chat about any adjustments.


A Career at Medibank adds up to more. More achievement. More progress. More passion and more innovation for health.

For a career option that will suit you better, click to apply.

Job Segment: Medical, User Experience, Call Center, Healthcare, Customer Service, Technology

Find similar jobs: