- Full-time role (1.0 FTE) with hybrid work: 3 office, 2 WFH days
- Entry-level position supporting Primary Health Care access
- Assist with bookings, inquiries, billing & client navigation


The Organisation
Proudly serving Australians since 1928, the Royal Flying Doctor Service (RFDS) provides emergency aeromedical and allied health services for people in rural and remote Australia. We strive towards improving the health and wellbeing of our rural communities and believe in creating opportunities, so all Victorians have the choice to access essential primary health care services.

About the Role
Are you passionate about supporting people through challenging moments in their lives? Join our team as a Client Experience Officer, where you'll play a vital role in ensuring clients receive timely, compassionate, and effective access to Primary Health Care services. Reporting to the Client Experience Lead, this entry-level position is ideal for recent graduates or individuals with equivalent experience who are eager to make a difference in community health. The role offers a hybrid work model, 3 days in-office, 2 days WFH, with the first two weeks requiring 4 days in-office for onboarding and training.

Key responsibilities include but not limited to:
- Provide administrative support across Primary Health Care programs including dental, wellbeing, remote specialist, eye services, and community transport.
- Manage client inquiries, registrations, bookings, MBS billings, and follow-ups using systems like MMEx and Titanium.
- Guide clients in navigating RFDS services and the broader healthcare system.
- Facilitate smooth handovers to clinical teams for triage and assessment.
- Escalate sensitive or complex inquiries to achieve solution-focused outcomes.
- Assist clients in accessing appropriate services promptly and empathetically.
- Collaborate with internal departments to streamline service delivery and remove access barriers.
- Support health literacy initiatives to improve client understanding and engagement.
- Ensure accurate billing practices, including invoicing and bulk billing.
- Maintain up-to-date knowledge of service fees and eligibility criteria.
- Support visiting clinicians in delivering telehealth services from the Richmond office.

To be successful, you will need:
Required:
- Experience in a busy front-line customer service role, ideally within community health, charity, or not-for-profit settings.
- Strong empathy and active listening skills to support clients experiencing distress or mental health challenges.
- Understanding of community development, public housing, and social factors affecting health access.
- Ability to navigate healthcare systems and processes effectively.
- Excellent communication, literacy, and interpersonal skills.
- Proactive and solution-focused approach to client service.
Desirable:
- Relevant qualifications in healthcare or business administration, psychology, social sciences, community development, or a related field.
- Experience in a medical or GP reception setting.
- Familiarity with MMEx and Titanium systems.
- Exposure to wellbeing or mental health services and client support environments.

Our Benefits
- Employee Assistance Program (EAP)
- Access to salary packaging options to reduce your taxable income
- Fitness passport – a discounted gym membership to gyms and pools that both you and your family can enjoy
- Enjoy a full-time role with flexible work arrangements to work from home and at our Richmond office, as well as options for purchased leave.
- Five non accruable Office Closure Leave days each year
- Great parental leave benefits in addition to government parental leave.

Applications close on 3rd November 2025 at 5pm.

Please note that we are unable to accept late applications, or applications submitted via email.
We aim to fill vacancies as quickly as possible. This means that we will close advert as soon as we have found the right candidate, and this may be before the published closing date. We would therefore advise interested applicants to apply as early as possible.

The Royal Flying Doctor Service, Victoria, is committed to creating a diverse environment and is proud to be an equal opportunity employer. We encourage applications from individuals of underrepresented backgrounds to apply, including but not limited to, those from Aboriginal and Torres Strait Islander, culturally and linguistically diverse and LGBTQI