Reporting to: Consultant Team Lead & Chief Commercial Officer

Classification: This role is classified under the Health Professionals and Support Services Award 2020 (Cth) at Level 5. The role operates within a structured clinic team environment with shared responsibility for patient servicing and clinic operations.

Overview: This role is critical in delivering consistent, high-quality patient servicing while contributing directly to clinic performance.

As a Customer Service Specialist, you will manage the ongoing patient journey, maintain administrative accuracy, and support clinic operations. You are responsible for ensuring patients remain engaged, supported and progressing through their treatment programs.

This is a commercially accountable role, where your actions directly influence patient outcomes, retention, and overall clinic performance. You will operate across patient servicing, administration and operations to ensure the clinic runs efficiently and effectively.

Key Responsibilities:

Patient Servicing & Customer Service:

• Provide personalised support, monitor patient progress and address concerns
• Conduct structured check-ups and facilitate doctor appointments
• Manage ongoing patient relationships to support engagement and retention
• Reinforce treatment expectations, timelines and outcomes
• Manage follow-up activity including calls, rebooking and patient communication
• Encourage reviews and maintain high levels of patient satisfaction
• Respond to enquiries and manage patient transfers where required
• Support subsequent enrolments through professional, value-based conversations

Operational Administration & Clinic Duties:

• Process payments and manage patient accounts in CRM and associated systems
• Maintain accurate, complete and timely records for all patient interactions and transactions
• Complete same-day notes and ensure CRM task discipline is maintained
• Ensure compliance with financial, administrative and operational procedures
• Manage reception duties, appointment scheduling and clinic workflow
• Maintain stock awareness and support ordering and inventory processes
• Assist with daily clinic operations, including account management and task completion
• Identify and escalate discrepancies, risks or inconsistencies in accounts or records
• Support resolution of disputes in line with company policy and compliance requirements

Professionalism & Collaboration:

• Maintain strict patient confidentiality and uphold ethical standards
• Ensure all patient communications and representations are accurate and compliant
• Collaborate effectively with clinic team members and medical practitioners
• Communicate clearly to support patient outcomes and clinic performance
• Participate in training, onboarding and ongoing development

Impact:

Your role is critical in:

• Driving patient retention and long-term engagement
• Protecting revenue through administrative accuracy
• Supporting clinic efficiency and operational stability
• Delivering a consistent, high-quality patient experience

Your performance directly influences patient outcomes, customer satisfaction, and the overall commercial performance of the clinic.

Progression Pathway: Exceptional performance in this role may lead to progression opportunities, including advancement into a Sales Consultant & Customer Service Specialist position and broader commercial roles within the business.

Progression is based on demonstrated capability across:

• Patient servicing and retention
• Administrative accuracy and discipline
• Operational contribution
• Commercial awareness and performance.