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Head of Health Concierge

2 weeks ago

Sydney, Australia Australian Unity Full time

Our Home Health platform is a leading integrated healthcare business delivering in home clinical care and services that meet the needs of the wider community.

We are seeking a dynamic and experienced **Head of Health Concierge - Clinical** to lead our clinical concierge services ensuring our customers receive timely, coordinated, and high-quality care tailored to their needs. The Clinical Health Concierge plays a vital part in triaging, prioritization, referral reviews, escalations, and scheduling across various care, recovery, and treatment programs. You will lead a central team focused on matching the right resource, to the right need, at the right time, to deliver optimal health outcomes for customers.

As a key leader within the Health Concierge Clinical Team, you will drive performance, efficiency, and innovation in clinical health concierge services. Working closely with the supply and demand teams, you will develop data-driven, system-based scheduling improvements that enhance service delivery. This is an opportunity to shape the future of customer-centered clinical care, ensuring streamlined processes and high-quality support that meets evolving healthcare needs.

This is a **full-time opportunity** and can be based within Sydney, Melbourne, or Southeast QLD.

**About the role**:

- Provide strategic leadership to the Clinical Health Concierge function, ensuring a high-performing, customer-focused team.
- Key strategic advisor on workforce planning and management to ensure frontline staff are appropriately, effectively and flexibly utilised to meet the changing needs of our diverse customer base.
- Oversee clinical scheduling, workforce optimization, and rostering to drive efficiency and service excellence.
- Drive key performance outcomes, monitoring reporting metrics and implementing continuous improvement initiatives.
- Ensure seamless customer experiences from onboarding to ongoing care, prioritizing first-time resolution and personalized support.
- Build strong relationships with internal teams, clinical staff, and external service providers to enhance service coordination.
- Lead the adoption of digital tools and data-driven decision-making to improve efficiency and customer outcomes.
- Uphold regulatory requirements, quality standards, and safety protocols to maintain best practices in clinical service delivery.
- Establish expanded hours coverage and escalation frameworks to support business and customer needs.
- Champion innovation, employee engagement, and operational improvements to enhance service delivery and workforce performance.

**About you**:

- Experience, advanced knowledge and understanding of clinical service delivery models, regulations and requirements in the aged care and home based health sectors **is essential.**:

- Strong expertise in logistics and coordination of people-based clinical services in aged care / home-based health.
- Strategic and analytical mindset, with the ability to drive digital transformation.
- Excellent stakeholder engagement skills, with the ability to lead and inspire a high-performing team.
- Proven ability to drive innovation, continuous improvement, and cost-effective service delivery.
- Relevant clinical and/or business qualifications are highly desirable but not essential.

**Benefits**:

- **Hybrid working**- enjoy a balance of three days in the office & remote work
- Flexible working; with **attractive salary package + incentive** program
- **Additional yearly paid**Well-Being, Community and Deep Listening **leave days**:

- **Fitness Passport** - a discounted health and fitness program (NSW & VIC)
- Ability to **purchase**up to **2 weeks additional** annual **leave**:

- **Employee discounts**on Australian Unity’s product suite plus travel and accommodation
- **Novated Leasing**- enjoy a new car whilst salary packaging with Maxxia