KINKAYA Urgent Care Innaloo.

We need additional customer service professionals for weekend shifts to help set the new standard for healthcare.

Don’t have a background in health? Don’t worry. We want to speak with experienced customer service professionals who want to make a difference.

Being sick is horrible. Worrying about a sick or injured child is worse. This means most of the people we see will be having a pretty crappy day. From their very first interaction with us, whether that’s online, on the phone, or at the door, it’s our job to ensure they feel cared for and have an exceptional experience until they’re returned to health.

Who we are looking for:

• Customer service professionals with a hospitality background. This would be ideal for someone with front office experience from an international hotel group who wants to make their service efforts matter.
• People who understand what great service entails and have gained experience in professional customer service environments.

Your warm manner, common sense approach and high level of competence will be critical to the success of our organisation.

Core functions of the Customer Service & Support Team:

You will interact with customers, patients and the medical team across the entire patient journey. You are the first point of contact, their concierge throughout the patient journey and often the last person they speak with on completion of care.

• Greet all customers on arrival. Make the registration process seamless.
• Work closely with the medical and nursing teams to coordinate patient flow, ensuring minimal delays and efficient use of resources.
• Ensure the comfort of our customers (both patients and guardians) while in our care.
• Facilitate payment processes and make sure our customers have understood all information about their care and have all relevant information they require.
• Facilitate follow up of referrals, future booking requirements and other activity coordination in line with care plans.
• Monitor and engage with new and existing customers on all communication channels including the website, chat services, phones and social platforms.
• Handle any patient concerns or complaints with empathy, professionalism, and discretion, escalating issues as necessary.

This is not a sit behind a Perspex screen waiting to be handed someone’s Medicare card type of gig.

There will also be opportunities for team members to assist in a wider scope of functions, including shift management, marketing, business development, operations/logistics and business analysis based on your skill set and interests.

Key criteria:

• You have a high level of emotional intelligence, consistently display empathy and enjoy working with children.
• Excellent interpersonal and communication skills, with a warm and professional demeanour.
• Previous experience with hotel or medical management systems would be great, however proficiency in common computer applications like Microsoft and a willingness to learn new things is just as good.
• Ability to manage a fast-paced environment while maintaining a focus on customer satisfaction.
• Strong organisational skills, with the ability to multitask and prioritise effectively.
• Willing and able to obtain National Police and Working with Children clearances.

What we offer:

• The facilities, resources and support team to provide an exceptional level of care.
• Flexible working days and hours to suit your needs. Options for both Part Time & Full Time roles.
• Highly competitive remuneration plans paying well above hospitality award rates.
• Professional development and career progression opportunities.
• Provision of in-clinic health services for your immediate family.

If you are keen to help shape the success of our business and want to understand more about the role, please don't hesitate to email Elizabeth Zerovich for more information:

[email protected]