Customer Success Officer (Remote)

Customer Success Officer – Healthcare Administration

Remote / Work From Home | Full-Time | Monday–Friday, 8:00am–5:00pm AEST

Are you passionate about improving access to mental health care? Do you enjoy busy days, solving problems and helping people find the right next step?

We’re looking for an experienced healthcare administrator who is confident, capable and enjoys getting things sorted. This is much more than an appointment-scheduling role. It’s an opportunity to build specialised knowledge across the many ways Australians access telehealth psychology services.

About My Mirror

My Mirror is an Australian digital mental health social enterprise. Our mission is to increase access to high-quality mental health support and reduce the number of Australians who never receive help during their lifetime.

We deliver psychology services nationwide across Medicare, private health insurance, EAPs, WorkCover, NDIS, Victims of Crime and partner-funded programs.

Our Customer Success team sits at the centre of it all, supporting clients, more than 120 psychologists and a wide range of healthcare and organisational partners.

To learn more, visit www.mymirror.com.au.

About the Role

As a Customer Success Officer, you’ll be one of the first people our clients, psychologists and partners connect with.

You’ll support people across phone, live chat and email, helping them navigate bookings, referrals, payments and different funding pathways with clarity and care.

No two days are exactly the same. You might help a new client understand their referral, assist a psychologist with an administrative question, resolve a payment issue and respond to a partner enquiry—all while keeping client records accurate and up to date.

We’re looking for someone who enjoys variety, takes ownership and feels comfortable making progress without needing every step mapped out for them. You’re friendly and empathetic, but also confident communicating clearly, managing expectations and handling the occasional tricky conversation.

You’ll have support from a collaborative remote team, along with clear processes and escalation pathways when you need them.

Key Responsibilities

• Provide friendly, responsive support to clients, psychologists and external partners

• Manage enquiries across phone, live chat and email

• Help clients navigate bookings, referrals, onboarding, payments and funding pathways

• Handle a busy and varied workload while maintaining accuracy and attention to detail

• Resolve questions, concerns and complaints with empathy and confidence

• Take ownership of enquiries and follow actions through to completion

• Maintain accurate and confidential client records

• Recognise when an enquiry needs to be escalated to a clinical or senior team member

• Gather and respond to client feedback

• Collaborate with our clinical, product, partnerships and operations teams

• Represent My Mirror’s values and mission in every interaction

About You

You’re an experienced healthcare administrator who genuinely enjoys helping people.

You’re organised, adaptable and comfortable working at pace. When the day gets busy, you can prioritise, make sensible decisions and keep things moving. A challenging conversation doesn’t throw you off—you handle it professionally, find the next step and move on to the next task.

You enjoy working independently, but you also know when to ask a question or escalate something to the right person.

Essential Requirements

• 3+ years’ experience in health administration within a psychology clinic, GP clinic or comparable healthcare setting

• Good working knowledge of healthcare funding and claiming systems, including several of the following:

  • Medicare
  • Private health insurance
  • WorkCover
  • NDIS

• Experience working across busy phone, email and digital support channels

• Confidence communicating with clients, clinicians and other stakeholders

• Ability to handle sensitive or challenging conversations professionally

• Strong organisation, attention to detail and time-management skills

• A practical, solutions-focused approach to problem-solving

• A strong sense of ownership and follow-through

• Sound judgement about when to act independently and when to escalate

• Strong written and verbal communication skills

• High computer literacy and confidence learning new systems

• Experience with platforms such as Intercom, Microsoft 365, Stripe, Tyro Health and practice management software, or similar systems

• Confidence working autonomously as part of a fully remote team

• Openness to feedback and a genuine interest in learning

• Comfort working in a growing organisation where processes and systems continue to evolve

Why Join My Mirror?

• Build specialised knowledge across a broad range of mental health referral and funding pathways
• Develop your career within the growing digital mental health sector
• Work remotely while staying connected to a supportive national team
• Be part of a mission-driven social enterprise making a meaningful impact
• Contribute ideas and help shape how we support clients as the organisation grows
• Work alongside people who care deeply about improving access to mental health services

How to Apply

My Mirror is a place where everyone has an opportunity. However you identify and whatever background you bring, we encourage you to apply if this role and our mission resonate with you.

Please submit your resume and cover letter via Seek.

In your cover letter, please briefly describe:

• Your experience working in healthcare administration
• The funding and referral pathways you have worked with
• An example of how you managed a difficult client interaction while maintaining your other responsibilities

The successful candidate will commence on 12 October 2026.