Client Experience Officer

The Organisation

Proudly serving Australians since 1928, the Royal Flying Doctor Service (RFDS) provides emergency aeromedical and allied health services for people in rural and remote Australia. We strive towards improving the health and wellbeing of our rural communities and believe in creating opportunities, so all Victorians have the choice to access essential primary health care services.

About the Role

We're seeking a compassionate and organised Client Experience Officer to join our Primary Health Care team in Robinvale on a casual basis. Reporting to the Client Experience Lead, you'll support the day-to-day operations of our health services, ensuring clients receive timely, respectful, and effective access to care. This entry-level role is ideal for someone with strong administrative skills and a genuine desire to help people through challenging moments in their lives.

Key responsibilities include but not limited to:

• Provide administrative support across programs including dental, wellbeing, remote specialist, eye services, and community transport
• Manage client inquiries, registrations, bookings, MBS billings, and follow-ups
• Guide clients in navigating RFDS services and the broader healthcare system
• Facilitate smooth handovers to clinical teams for triage and assessment
• Escalate sensitive or complex inquiries to achieve solution-focused outcomes
• Assist clients in accessing appropriate services promptly and empathetically
• Collaborate with internal departments to streamline service delivery
• Support health literacy initiatives and maintain accurate billing practices
• Support visiting clinicians in delivering telehealth services from the Robinvale office

To be successful, you will need:

Required:

• Experience in a busy front-line customer service role. (Ideally in community health or not-for-profit settings)
• Strong empathy and active listening skills, especially when supporting clients in distress
• Understanding of community development, public housing, and social factors affecting health access
• Ability to navigate healthcare systems and processes
• Excellent communication, literacy, and interpersonal skills
• Proactive and solution-focused approach

Desirable:

• Previous medical receptionist experience in a general practice
• Experience using Best Practice software (training provided)
• Excellent oral and written communication skills
• High attention to detail and strong organisational skills
• Mature, diligent, and proactive attitude
• High standard of personal integrity and confidentiality
• Ability to multitask and remain calm under pressure
• Comfortable working independently and collaboratively

Our Benefits

• Employee Assistance Program (EAP)
• Access to salary packaging options to reduce your taxable income
• Fitness passport - a discounted gym membership to gyms and pools that both you and your family can enjoy
• Great parental leave benefits in addition to government parental leave.

Applications close on 3rd November 2025 at 5pm.

Please note that we are unable to accept late applications, or applications submitted via email.

We aim to fill vacancies as quickly as possible. This means that we will close advert as soon as we have found the right candidate, and this may be before the published closing date. We would therefore advise interested applicants to apply as early as possible.

The Royal Flying Doctor Service, Victoria, is committed to creating a diverse environment and is proud to be an equal opportunity employer. We encourage applications from individuals of underrepresented backgrounds to apply, including but not limited to, those from Aboriginal and Torres Strait Islander, culturally and linguistically diverse and LGBTQI communities.