Customer Support Specialist – Medical, Allied Health
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Job Description
Remote customer support specialist serving patients for an Australian healthcare and diagnostic imaging clinic. Handling calls, appointments, pre-visit guidance, social enquiries, and clinical query escalation.
Responsibilities:
- Answer high-volume incoming phone calls empathetically and resolve FAQs regarding clinical services, pre-appointment preparation, and timing
- Book, reschedule, and confirm client appointments across two appointment booking and scheduling systems
- Provide guidance on fasting, appropriate attire, arrival times, and clinic directions
- Respond to customer inquiries via social media channels in a timely, professional, and on-brand tone
- Identify complex client or clinical queries and route them to specialists with clear contextual notes
- Identify recurring client questions, flag friction points, and contribute solutions to improve the FAQ knowledge base
- Report directly to an Australia-based Practice Manager as part of the Client Experience & Administration team
Requirements:
- Exceptional written and verbal English communication with an empathetic, clear, and professional tone
- Proven experience handling high-volume incoming customer service calls with composure, accuracy, and patience
- Familiarity with calendar systems, appointment booking software, or multi-diary management
- Strong attention to detail and active listening
- Genuine passion for delivering a high-satisfaction patient experience
- Adaptability to learning new software, dual diary management tools, and digital contact channels
- Prior medical, clinical, podiatry, chiropractic, nursing, or allied health practice experience is a bonus
- Hands-on social media customer service experience is a bonus
- Remote healthcare or medical client support experience in Australia, New Zealand, or the US is a bonus
Benefits:
- HMO healthcare for you and your 1 dependent (with COVID insurance)
- 20 combined SL/VLs per year accrued from day one (10 accrued once you pass regularization)
- 13th Month Bonus
- Government Mandated Benefits
- Equipment will be provided
- Internet allowance
- Birthday leave
- Birthday cake
- Regular social activities
- Regularization drink
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