Consumer Support Officer (Heatherton)

**About us**

Access Telehealth was built by medical professionals with one goal in mind**:connecting people to quality healthcare, regardless of location or circumstance.**

Join our team making a meaningful difference in the lives of older Australians. Access Telehealth is a leading national healthcare provider supporting residents in aged care facilities through a blended model of on-site and telehealth medical services.

Through our Access Aged Care model, we deliver co-managed, relationship-based care to residents across Australia, working closely with dedicated GPs, nurses and specialist clinicians to strengthen health outcomes, continuity of care and clinical oversight.

As our services continue to grow, so does our focus on exceptional consumer experience and seamless access to care. We are looking to welcome an additional Consumer Support Officer to our head office team based in Heatherton, Victoria.

**About the role**

We are seeking a motivated and results‑oriented **Consumer Support Officer** to join our thriving Consumer Support team. This role plays a key part in **managing enquiries, converting warm and hot leads, onboarding new users**, and ensuring a smooth and positive experience for aged care residents and their families. There is no cold calling.

This is a **full‑time, 12 month fixed term position** based in **Heatherton**, reporting to the **Consumer Support Manager**.

If you enjoy helping people, thrive in a fast‑paced environment, and have a talent for engaging with consumers to guide them into services that improve their wellbeing
- this role is for you.

**Key Responsibilities**

**Lead Conversion & Consumer Engagement**
- Respond to inbound enquiries from aged care residents, families and facilities, with a robust focus on converting warm and hot leads.
- Manage outbound follow‑ups to progress interest, answer questions and assist consumers into appropriate services.
- Build trust and rapport quickly with consumers and their decision‑makers.

**Onboarding & Service Coordination**
- Guide new aged care residents and families through the onboarding process, including gathering required information and preparing them for their first medical consult.
- Liaise with families, next of kin and facility staff to ensure accurate and timely setup of service details and onboarding information.
- Ensure all residents are onboarded smoothly with mínimal friction.

**General Duties**
- Manage approximately 30-40 inbound and outbound calls per day alongside other outbound engagement activity.
- Provide confident, accurate information in a high‑volume call centre environment.
- Work collaboratively with internal teams including Administration, Clinical Support and Finance.
- Contribute to individual and team KPIs relating to consumer experience, conversion rates and service efficiency.
- Analyse results and provide feedback or suggestions for continuous improvement.

**About you**

You will succeed in this role if you have:

- Experience in **customer service**, **sales**, or a **call centre environment**:

- The ability to confidently convert enquiries into service uptake
- Experience in **health or aged care** (desirable but not essential)
- Excellent written and verbal communication skills
- A proactive, positive approach to consumer support
- The ability to learn quickly and adapt to changing needs or workflows

**What’s on Offer**
- 12 month Fixed Term FT position
- Heatherton location
- Competitive remuneration
- A supportive, growing organisation with genuine scope for future progression
- The chance to make a meaningful difference in people’s access to healthcare

**How to apply**: Video Apply on Kit Job: kitjobau.com/job/3qv0vl