Customer Experience Coordinator

**About Abby Health**

Abby Health is Australia’s busiest online clinic, built for the future of primary care.

Founded in 2023, Abby was established to address one of the most urgent issues in Australian healthcare: access. With one in three Australians now without a regular GP, we're reimagining how people access everyday care—without losing what makes care personal: long-term relationships and detailed patient histories.

We connect patients to licensed GPs and nurse practitioners through same-day, 100% online care—delivering high-quality treatment for everyday issues, from headaches to herpes, coughs to cramps, and everything in between. Behind the scenes, we use structured patient histories, smart intake tools, and streamlined workflows to make every consult feel more like self-care.

Our approach is guided by three core values:
Smart - Intelligent systems that surface what matters, when it matters
Beautiful - A thoughtful, intuitive experience for patients and clinicians alike
Caring - Human support, continuity of care, and relationships that last

We believe the future of primary care is affordable, same-day, and online first.
A system where most care is delivered remotely—supported by pre-diagnosis tools, wearables, alerts, and proactive follow-up. In-person visits become the exception, not the default. It’s a smarter, safer, more efficient model—one that finally puts patients first.

And it’s already happening.

Since launching, Abby has become one of the most trusted names in digital healthcare in Australia. We’re used by hundreds of thousands of Australians, with a 4.7/5 average rating on Google and Trustpilot.

We’re quality-first and purpose-driven. Whether you’re a patient looking for better answers or a clinician looking for a better way to practise—Abby is here to make care better, for everyone.

Smart. Beautiful. Caring. That’s the future we’re building—for Australian primary care, and the people who rely on it.

**About the role**

As a Customer Experience Coordinator, you'll play a pivotal role in enhancing both practitioner and patient experiences. This multifaceted position bridges customer support, practitioner onboarding, and executive assistance, ensuring smooth operations across various departments.

**What you'll do**

**Patient Experience**
- Troubleshoot appointment issues, follow-ups, and access to telehealth consultations
- Help patients navigate the platform and prepare for virtual consultations
- Escalate medical or urgent concerns appropriately to the clinical team
- Collect feedback and identify opportunities to improve patient journeys

**Clinician Support**:

- Support GPs and nurse practitioners with technical and operational queries
- Assist with onboarding steps, schedule management, and platform troubleshooting
- Coordinate closely with People and Clinical Ops to ensure clinicians are supported day-to-day
- Proactively identify and escalate trends or recurring issues clinicians face

**Operational Excellence**:

- Maintain up-to-date knowledge of Abby Health policies, procedures, and platform features
- Collaborate with Product, Ops, and Clinical teams to improve workflows and documentation
- Help maintain internal support tools and knowledge base articles

**Executive Assistance**:

- Provide administrative support to the CEO and executive team.
- Coordinate recruitment and onboarding administration tasks.
- Maintain and update training materials, incorporating feedback from various teams.

**Qualifications**

**About You**:

- Minimum of 2 years experience in a customer success or support role.
- Exceptional organisational and multitasking abilities.
- Strong communication skills, both written and verbal.
- Proficiency in using digital tools and platforms.
- A proactive mindset with the flexibility to adapt in a fast-paced startup environment.
- A collaborative team player who thrives on helping others succeed.

**Why Join Us**:

- Be part of a forward-thinking company that's making a real difference in healthcare.
- Work in a supportive and inclusive environment that values your contributions.
- Opportunities for professional growth and development.
- Flexible working arrangements to support work-life balance.

**How to Apply**:
Ready to make an impact - we are looking forward to meeting you Submit your resume and a cover letter detailing your relevant experience and why you're the perfect fit for this role.