Customer Service Specialist

Salary:

- $64,823 + Super + Salary Packaging
- Location:

- South Melbourne
- Documentation:

- Employment Type:

- FP - Full-Time Permanent
- Department:

- Dental Service Access

**Customer Service Specialist - Oral Health***:

- Permanent Full-Time | Based in South Melbourne & Prahran_

Are you a friendly, organised professional with a passion for making a difference in oral health? Better Health Network (BHN) is seeking a **Customer Service Specialist** to join our Oral Health team. In this key frontline role, you’ll be the welcoming face of our dental clinics - helping clients feel supported while ensuring smooth, efficient clinic operations.

This is an exciting opportunity to work in a dynamic environment where no two days are the same. If you’re experienced in medical or dental reception, thrive in fast-paced settings, and enjoy supporting your community, we’d love to hear from you.

**About the Role**
**As a Customer Service Specialist, you will be the first point of contact for our 2 Dental Clinic with 37 Dental staff across site, ensuring smooth patient experiences from appointment management to billing and claims. Reporting to the Program Lead Oral Health, your key responsibilities include:

- Providing friendly, professional service to patients and visitors.
- Managing appointments and maintaining accurate patient records.
- Processing claims and patient payments.
- Supporting Dentist, Oral Health Therapist and Dental Assistants in delivering efficient care.
- Assisting low-cost clients, ensuring community health accessibility.
- Strong de-escalation skills - maintaining professionalism, handling challenging situations
- Effectively managing client interactions, including handling concerns with professionalism and maintaining a solution-focused approach.
- Upholding confidentiality and privacy principles in healthcare.

**What You’ll Do**
- Greet and support clients in a warm, welcoming manner.
- Manage appointments, triage bookings, coordinate interpreters, and handle walk-ins.
- Maintain accurate client records and ensure all documentation is up to date.
- Manage clinician diaries, follow up on cancellations, and help fill available slots.
- Liaise with internal teams and external dental specialists, labs, and couriers.
- Process payments and support basic financial transactions for dental products and services.
- Keep waiting areas professional and welcoming for all visitors.

**What You’ll Bring**
- Experience in a busy customer service or dental/medical reception role.
- Familiarity with Titanium or similar client management systems (preferred).
- High attention to detail, strong organisational skills, and a proactive mindset.
- A Certificate III in Dental Assisting (desirable but not essential).
- Confidence using Microsoft Office and navigating online systems.
- A warm, empathetic communication style, especially when supporting clients with complex needs.

**Why this role?**
- Be part of a collaborative and inclusive multidisciplinary team improving oral health outcomes.
- Work across two vibrant BHN locations in South Melbourne and Prahran.
- Grow your career within a purpose-led health organisation.
- Monthly ADO.
- Ongoing training and professional development opportunities.
- 17.5% Loading on all annual leave.
- Attractive salary packaging to increase your take-home pay. Salary packaging amount up to $18,550 per annum to use tax free towards mortgage, rent, credit card, school fees and groceries. Attractive salary packaging to increase your take-home pay.
- Close to public transport
- Opposite South Melbourne Market or stone throw from Chapel Street and Prahran Market.
- Employee Assistance Program - support and assistance for you and your partner at those times in life when you need it most.
- Work life balance friendly leave
- parental leave, purchased leave & leave loading.
- Working with in a multidisciplinary community health.

**Why Join BHN?**

At Better Health Network, you’ll be part of a forward-thinking organisation with over 800 employees across 22 locations. BHN is committed to delivering high-quality, person-centered services that promote health and wellbeing for all.

We value Accountability, Collaboration, Respect, and Courage, and we strive to create an inclusive environment that welcomes people from all backgrounds, including those from Aboriginal and Torres Strait Islander, culturally and linguistically diverse, and LGBTQI+ communities.

Please note that prior to any commencement of employment, pre-employment checks must be complete. These will include reference checking, a national criminal history and right to work check, and a working with children check.

For further information, please contact:
Dr Tori Carter - Senior Dentist