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Healthcare Support Specialist

1 week ago

Melbourne, Victoria, Australia Homerun B.V. Full time

Transforming the Future of Healthcare

Homerun B.V. is revolutionizing the quality and accessibility of healthcare by automating clinicians' most time-consuming tasks.

We're seeking an exceptional Clinical Assistance Coordinator to join our mission-driven team, providing empathetic, fast, and effective support via live chat, email, and phone to clinicians.

About The Job

  1. As a Clinical Assistance Coordinator, you will be the trusted voice clinicians rely on, guiding them through issues, calming frustrated clinicians, or escalating urgent cases when needed.
  2. You'll report to the Customer Support Team Lead, playing a vital role in making every clinician's experience with Homerun B.V. seamless and stress-free.

Key Responsibilities:

  • Be the Helping Hand – Support clinicians through live chat, email, and phone, ensuring they feel heard and valued.
  • Solve with Empathy – Comfort and assist frustrated clinicians with patience, care, and effective solutions.
  • Own Every Interaction – Take full responsibility for queries, seeing them through from start to resolution.
  • Escalate When Needed – Identify critical issues and smoothly transition them to phone support when required.
  • Be the Friendly, Reassuring Voice – Create a human connection, making every interaction feel personal and positive.
  • Educate & Empower – Help clinicians get the most out of Homerun B.V. by proactively sharing tips and guidance.
  • Translate Tech into Clarity – Break down technical concepts into simple, clinician-friendly language.
  • Think Ahead – Identify common pain points and advocate for improvements to enhance the clinician experience.
  • Work as One Team – Collaborate across departments to ensure clinicians always get the best possible support.

Requirements:

  • Customer-focused mindset – Ability to see through the clinician's perspective and tailor solutions to their needs.
  • Strong communication skills – Excellent written and verbal skills to deliver clear, empathetic, and honest communication.
  • Commitment to follow-through – Delivers on every promise, ensuring clinicians can rely on the support they receive.
  • Problem-solving and ownership – Takes full responsibility for queries and is driven to find effective solutions.
  • Tech-savvy – Quick to pick up new platforms and workflows, translating technical concepts into simple explanations.
  • Time management and prioritization – Effectively handles multiple queries while ensuring thorough and timely responses.
  • Collaboration and teamwork – Works closely with internal teams to advocate for clinicians and drive meaningful change.
  • Proactive approach – Anticipates potential challenges, actively seeks feedback, and contributes to improvements.

Experience Level: 1-2 years of professional experience, ideally in a customer-facing role.

About Us: We are transforming the future of healthcare by automating clinicians' most time-consuming tasks.