Consumer Support Officer - Missed Payments

About us

Access Telehealth was built by medical professionals to achieve one goal – connecting people to healthcare.

Through our growing network of clinicians across General Practice, Allied Health, Nursing and Specialists we deliver improved health outcomes to:

• Rural and Remote Australians
• Indigenous Communities
• Aged Care Residents and
• NDIS Participants

Our community of dedicated healthcare professionals deliver collaborative and specialist telehealth care across a range of specialties including Allergy and Immunology, Cardiology, Endocrinology, Gastroenterology and Advanced Endoscopy, Geriatrics, Infectious Diseases, Neurology, Paediatrics, Pain Management, Palliative Care, General Psychiatry, Geriatric Psychiatry, Child & Adolescent Psychiatry, Renal and Blood Pressure, Respiratory and Sleep Medicine, Rheumatology and Urology.

We also provide Allied Healthcare via telehealth to NDIS Participants including Counselling, Psychology, Speech Pathology, Occupational Therapy, Exercise Physiology, and Mental Health Social Work.

About the role

We are looking for a compassionate and solutions-focused Consumer Support Officer to join our team. In this role, you will assist aged care residents, families, and facility staff with resolving outstanding payments in a respectful, customer-focused manner.

Rather than a traditional collections role, this position focuses on guiding customers through their payment options, addressing any issues with empathy, and ensuring a smooth resolution.

Key Responsibilities

Supporting Customers:

• Engage with aged care residents, families, and facility staff regarding missed payments.
• Provide clear guidance and assistance in a patient, professional manner.
• Work proactively to resolve payment issues, such as insufficient funds and wrong account details.

Managing Calls & Accounts:

• Handle inbound and outbound calls with care and professionalism.
• Maintain accurate records of all interactions and outcomes.
• Collaborate with internal teams to ensure customer needs are met efficiently.

Contributing to Success:

• Meet team and individual performance goals.
• Provide insights and feedback to improve our processes.

About you

To be successful in this role we are seeking someone who possesses the following.

• Has experience in customer service, collections, or call centre environments (process and outcome driven experience is a plus!).
• Is confident on the phone, with a calm, professional, and empathetic communication style.
• Can guide conversations effectively and summarise next steps clearly.
• Has a solutions-focused mindset and enjoys helping customers.
• (Bonus) Experience in healthcare or aged care is highly desirable.

What’s on Offer

• Full-time, ongoing opportunity
• Supportive team in a growing business
• Central Dingley location
• Competitive salary & career development opportunities 

How to apply:

If you’re passionate about helping people and want to be part of a team that makes a difference, we’d love to hear from you. Click Apply Now or email us at recruitment@accesstelehealth.com.au with any questions.