Healthcare Advocate

7 days ago

Sydney, New South Wales, Australia beBeeCustomerService Full time $69,999 - $99,999

Job Title: Customer Service Professional

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Division: Healthcare

 

We are seeking experienced professionals to join our team in supporting national healthcare operations by delivering high-quality, compassionate service across the customer portfolio.

 

This role is critical in delivering exceptional service to all patients, home patients, healthcare professionals and caregivers who rely on nutrition products during some of the most challenging times in their lives.

 

Your ability to listen, empathize, and respond with patients will directly impact their wellbeing.

 

In addition to managing day-to-day customer interactions and resolving service enquiries, you will learn and understand the product portfolio to provide accurate guidance and support.

 

The role also ensures seamless communication between external customers and internal teams, supports operational efficiency, and maintains compliance with healthcare regulations.

 

You may also be assigned additional duties by management to support business needs and contribute to continuous improvement initiatives.

 

Main Responsibilities:

Deliver empathetic, professional support to all patients, homecare patients, caregivers, and healthcare professionals across national healthcare accounts.

Accurately process orders and coordinate timely deliveries, proactively communicating any delays or changes to minimize patient impact.

Resolve service issues, complaints, and claims with sensitivity and efficiency; escalate when necessary.

Develop strong product knowledge, particularly the customers nutrition range, to confidently assist with inquiries and product selection.

Use SAP or similar systems for order tracking, customer management, and documentation.

Collaborate with inventory, warehouse, transport, and clinical teams to ensure seamless service delivery.

Support onboarding of new customers and ensure smooth integration into systems and processes.

Maintain accurate records of customer interactions and service requests in line with Good Documentation Practice and healthcare regulations.

Monitor service performance metrics and assist in preparing reports for internal and external stakeholders.

Contribute to continuous improvement initiatives and participate in team meetings and service improvement discussions.

 

About You:

To be successful in this role, you will need:

Solid understanding of the healthcare industry and its regulatory environment.

Experience in customer service within healthcare, logistics, or related settings.

High attention to detail in processing orders and maintaining accurate documentation.

Demonstrated empathy and patience when supporting individuals in vulnerable situations.

Willingness to learn and develop deep product knowledge, particularly in enteral nutrition.

Proven ability to work collaboratively with internal and external stakeholders in a team-focused environment.

 

Requirements:

Knowledge/Experience: Valid Driver's Licence. Tertiary qualifications in the healthcare sector or a related discipline is desirable.

Technical/Professional: Strong communication and interpersonal skills with the ability to engage professionally and compassionately across multiple channels. Proficiency in ERP and CRM systems; experience with JDA, SAP, or Salesforce is highly regarded.

Qualifications – Education And/or Professional: High-level computer literacy, including Microsoft Office.

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