Customer Support Specialist

Melbourne CBD

Role Type: Full time

Hello, we’re Medipass

We're a fast-growing technology company based in Melbourne, Australia. We’re on a mission to improve the Australian healthcare system, by making it easier for healthcare providers to get paid for their services. It’s currently a highly manual process, leaving many providers and patients out of pocket when they don’t have to be. Medipass is changing that. 

So far, Medipass has launched HICAPS Go, partnered with Specsavers and HICAPS to allow online claiming for optical items, launched a comprehensive Medicare integration, digitised the invoicing process for Australian Defence Force personnel, won the NSW Government contract to digitise payments for icare and enabled online claiming for Overseas Health Cover. 

There’s even more to come over the next few months, including building solutions for the NDIS and Department of Veterans’ Affairs. It’s a huge job, and we need the best people on our team. That’s where you come in! 

This is really important: We want to work in the company of supportive and inclusive people. We value and respect employees of all backgrounds, cultures, genders, sexual orientation, physical ability, age, and all other characteristics that create a varied and representative team of humans. All applicants will be considered fairly, so if you feel in your bones that you’re right for this role: please apply!

You can read more about us at www.medipass.com.au or on our blog www.medipass.com.au/blog.

Here’s the role

At Medipass we pride ourselves on providing outstanding customer support. Our Customer Support Specialists are warm, friendly, real people. Customer support at Medipass is as far away from “your-call-is-important-to-us” drudgery as you can possibly get! We’re growing quickly, and are looking for a new team member to support our rapidly growing customer base.

As a Customer Support Specialist, you will:

  • Communicate with healthcare practitioners and practice support staff by live chat, email and over the phone to ensure they have a delightful experience;
  • Assist with testing of new features;
  • Triage support queries where necessary and assign them to the relevant team;
  • Monitor customer feedback during the release of new features, and report back to the team;
  • Communicate the benefits of Medipass to would-be customers, and help them to find a solution that suits their needs;
  • Onboard new users to Medipass and help to evolve our onboarding processes;
  • Work closely with our design and development teams to ensure the features of the Medipass platform are aligned with user expectations and abilities;
  • Assist with support documentation, processes and FAQs to make support more intuitive.

Because we work with sensitive information, Police Checks form part of our recruitment process.

Time to talk about you

Our Support Specialists have the empathy of teachers and the curiosity of top-notch detectives. A sense of humour will go a long way in this role, too. Experience with technical support or previous exposure to software development is a bonus, but not necessarily required as long as you have a passion for great technology. The most important thing will be your mastery of written communication. Your way of expressing yourself through the written word will be what makes your application stand out, so show us your literary flair! 

Our dream candidate will: 

  • Empathise with users and quickly grasp issues they're facing
  • Enjoy writing, and do so quickly and clearly
  • Multi-task and prioritise effectively with a high volume of support queries
  • Feel comfortable working with technical concepts and be able to explain higher order services to a range of audiences
  • Enthusiastically hit prioritised deadlines in a fast paced, yet autonomous environment
  • Take initiative and think creatively to solve problems
  • Have an awareness of information security

Nice to have (but not dealbreakers):

  • Existing healthcare industry experience or exposure
  • Experience with customer support platforms like Intercom or Zendesk
  • Experience with or exposure to agile software development. 

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. 

Perks

Manage your own workload

There are some big advantages to working for a small, nimble, innovative technology company. You will work autonomously, and will be trusted to make your own decisions and prioritise effectively. You will report to a manager, and support will always be there if you need it, but we don’t micro-manage. 

Freedom and flexibility

We understand that life doesn’t always fit conveniently around business hours. Sometimes you might need to run to an appointment in the morning, or leave a bit early to pick up the kids from school. Sometimes you’re expecting a delivery, and it makes sense to work from home. We trust you to manage your workload and we won’t breathe down your neck when life happens. 

This role is full time, but flexible to meet your needs. You’ll be provided with a laptop and all the tools and support you need to succeed. You can read more about our flexible work policy here

Effect real change in something that matters

Everyone will interact with the healthcare system at some point in their life. Often, these interactions occur at particularly emotional or vulnerable times. Working at Medipass provides you with an opportunity to make life a bit easier when it matters the most. We’re committed to improving the transparency and efficiency of the Australian healthcare system, and your ideas and unique skillset will contribute to that vision. 

Work alongside the best in the biz

Honestly, our team is pretty incredible. You’ll be supported while you learn, and welcomed into a group of passionate individuals who aren’t afraid of hard work (in fact, we thrive on it). You can meet the team here

How to apply

Fill in this form. Remember, how you express yourself matters just as much as (if not more than) what’s on your CV. We're excited to hear what makes you tick!