Patient Access Concierge

About the role

Be the calm, capable first point of contact for people seeking support through Avive Health. You will sit at the front end of the patient journey, helping patients, carers and referrers understand Avive Health's services, clarifying funding and access pathways, managing incoming enquiries with care, and coordinating a smooth handover to Intake when the time is right. This is a phone-based, non-clinical role for someone who knows how to create trust quickly, understands the importance of strong follow-through, and can keep a CRM sharp without turning the experience into a hard sell.

Key responsibilities

• Respond to inbound patient and referrer enquiries promptly and professionally.
• Explain Avive Health's services, pathways and next steps in a clear and reassuring way.
• Gather relevant non-clinical information and capture it accurately in HubSpot.
• Clarify health fund, DVA and access requirements within role scope.
• Monitor enquiry progress, complete follow-up activity and manage stalled matters appropriately.
• Provide ethical redirection when another provider or pathway is more suitable.
• Coordinate a smooth, well-informed handover to the Intake team.
• Contribute to a high-quality first impression that supports both patient experience and referral trust.

About you

• Experience in healthcare intake support, hospital admissions, patient services, specialist medical administration, contact centre healthcare support or a similar coordination role.
• Strong phone manner and the ability to build rapport quickly without sounding scripted or transactional.
• CRM confidence, ideally in HubSpot or a comparable platform.
• The ability to understand a service offering properly and explain it in plain language.
• Strong administration skills, attention to detail and disciplined follow-through.
• Emotional intelligence, resilience and sound judgement when handling sensitive enquiries.
• Comfort working in an environment where responsiveness, data quality and service experience all matter.
• Current Police Check issued within the last 12 months.

About us

Avive Health is a modern, progressive mental health service focused on doing things thoughtfully and well. We value compassion, accountability, professionalism and growth.

Benefits

• Join a modern, progressive mental health service focused on doing things thoughtfully and well.
• Play a meaningful role in helping people access the right support at the right time.
• Work in a role that blends patient experience, access coordination and operational discipline.
• Be part of a team that values compassion, accountability, professionalism and growth.