Healthcare Customer Support

Job Highlights

• Contract type: Independent Contractor
• Schedule: Monday – Friday, 9 am – 6 pm AEST (40 hrs/week, 1-hour unpaid break)

Permanent remote role reporting to the on-shore Customer Service Leader

This fast-growing Australian healthcare provider flies multi-disciplinary clinicians to more than 90 rural and remote communities, delivering NDIS-funded and private services on-site. By meeting clients where they live — even if that means travelling by light aircraft — the team removes geographic barriers and upholds a mission of equitable health access. The culture is mission-driven, data-focused, and committed to rapid, responsive client service.

You’ll be the first human voice new clients hear. Your mission: move warm referrals smoothly from enquiry to confirmed appointment, maintain spotless data, and keep every stakeholder informed.

Responsibilities

Referral triage & data entry

• Review new referral forms, route them to the correct wait-list queue, and flag urgent cases within 30 minutes

Client outreach & scheduling

• Make around 50 focused warm calls per day to parents/guardians, support coordinators and other referrers.
• Secure 6+ bookings daily (initial and intake call) and record them in real time.

Calendar & appointment management

• Create, amend or cancel clinician visits in the clinical CRM (SPLOSE) with absolute accuracy.

Proactive client communication

• Send confirmation, intake and reminder emails; answer routine questions on travel fees, clinician changes and cancellation policy; escalate complex clinical queries.

Reporting & process improvement

• Log daily call/booking metrics, maintain pristine data, and suggest refinements to scripts and workflows

Inbound Enquiries & Shared Inbox Management

• Respond to inbound phone calls from clients, carers, and referrers regarding appointments, availability, fees, and general enquiries.
• Actively manage a shared client services email inbox, ensuring enquiries are triaged, responded to, or escalated within agreed SLAs
• Coordinate with state coordinators and clinicians to resolve booking issues, changes, and follow-ups
• Maintain clear, accurate written communication and complete CRM documentation for all inbound interactions

Requirements

Essential

• 1+ year of experience in phone-based appointment scheduling, client support, inside sales, or a similar role (warm lead environment).
• Clear, empathetic English communication — both spoken and written.
• High accuracy in data entry and multitasking across calls, email, and CRM screens.
• Proficiency with Google Workspace; quick to master new platforms.
• Quiet home office, 50 Mbps+ internet, and a noise-cancelling USB headset.

Valuable Extras

• Familiarity with NDIS, healthcare funding, or community-service travel fee structures.
• Background in allied health, aged care, or other service-scheduling settings.

Benefits

Independent Contractor Perks

• Health Insurance Coverage
• Permanent Work from Home
• Immediate Hiring
• Steady Freelance Job

Reminder:

• Apply directly through the link provided; you will be redirected to BruntWork’s Career Site. You must complete your application through this link to fulfill the initial requirements, which include pre-screening assessment questions, a technical check of your computer, and a voice recording. Applications with complete requirements will be prioritized.
• Please note that this is a permanent work-from-home position under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection. As independent contractors, they will be responsible for managing their own benefits and taxes. Professional fees are based on hourly rates, which will be determined by performance during the application process.

Job ID: 45613013841