Job Title

Be part of a passionate team dedicated to a healthier Australia6 month fixed-term role with view to extendHybrid working (2 days) in our Haymarket office, near Central stationAbout us At Healthdirect Australia we work with purpose and dedication to help Australians actively manage and improve their health. Our virtual services are easily accessible via multiple channels, including helplines, video call solutions and websites and cater for Australians at all stages of life. No matter where people live, or what time of the day or night it is, they can use our services to talk to a health professional, find trusted information and advice online and locate their closest health service. About the opportunity As a Customer Care Coordinator, you will support the endtoend management of consumer feedback including compliments, complaints and medical record requests. You''ll triage, coordinate and track cases, ensuring timely responses in accordance with organisational policies and service levels. This role works closely with clinical, operational and experience teams and plays a key part in identifying themes, risks and opportunities for continuous improvement. Key Responsibilities: Triage and prioritise incidents and complaints, escalating when required.Manage cases endtoend and maintain accurate, confidential records.Communicate with consumers and providers with empathy and professionalism.Prepare reports on trends, themes, and SLA performance.Support improvement initiatives, SOP updates and risk reviews.What You''ll Bring Experience handling consumer feedback, incidents or complaints in health or human services.Knowledge of privacy, confidentiality and health records requirements.Confidence working with feedback/incident management systems and MS Office.Strong communication, deescalation and problemsolving skills.Relevant tertiary qualification or equivalent experience.Why work with us We believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work. Our benefits include: Flexible work arrangements (2 days per week in office, pro-rated for part time employees).14 weeks company Paid Parental Leave for both parents.Multi-dimensional wellbeing program that is run by our people for our people.Individual curated learner journeys to support you to expand your capabilities and unlock your talent.To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - As an Equal Opportunity Employer, we respect and seek to empower each individual, and support the diverse cultures, perspectives, skills, and experiences within our workforce. Click Apply to submit your application for this role. Please be aware that you must have the right to live and work in Australia to apply for this job.