Job Reference: 20712
Why You Will Be Excited About This Role
At Healius, we all have one thing in common: we’re passionate about making a difference to the health of Australians. Right now, it’s an exciting time to join us as we transform into a stronger, more agile organisation focused on excellent customer and patient experiences, smarter ways of working, and providing a great place to work.
This is an opportunity to be at the forefront of driving digital adoption across medical practices, helping referrers embrace smarter, more efficient ways to connect with Healius. You’ll combine relationship-building with hands-on technical support, while working closely with collaborative and supportive teams across the business. With exposure to evolving digital solutions, this role offers strong opportunities for learning, development and career growth.
About Us
Healius has an expansive network of over 80 medical laboratories and 2,000 patient collection centres operating across metropolitan, regional and remote Australia. We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities. This means that you will be working in a business large enough to offer you job stability & security, interstate mobility and the opportunity to fulfil your career ambitions.
What You Will Be Doing
As a Client Services Liaison, you’ll work directly with medical practices to support the adoption and optimisation of digital referral workflows, including Practice Management Systems (PMS), eReferrals and Medway solutions. Through onsite engagement and collaboration with internal and external stakeholders, you’ll help deliver a seamless referrer experience while contributing to scalable service delivery and commercial growth.
Key responsibilities include:
- Provide onsite support to GPs, practice managers and nursing/allied health staff
- Lead onboarding of new referrers, ensuring smooth setup with minimal disruption
- Drive digital adoption across referrers, including growth in eReferral users and volumes
- Deliver practical training and guidance, supporting effective use of PMS, eReferrals and Medway solutions
- Support referrers through system upgrades, changes and new feature releases, including readiness and post-change support
- Provision and manage Medway user accounts and access in line with approved processes and policies
- Identify, manage and resolve service requests, incidents and system issues impacting results delivery or performance using CRM and service management tools (HubSpot)
- Liaise with PMS vendors and third-party providers (e.g. Healthlink, Medical Objects) to support integration and issue resolution
- Escalate and coordinate complex issues with Commercial, Digital/EDI and Application Support teams
- Partner with Commercial, Digital/EDI and Marketing teams on referrer-facing communications, materials and enablement activities
- Identify opportunities to improve referrer experience, digital adoption and support efficiency through feedback, trend analysis and continuous improvement
- Maintain and contribute to documentation, standards, onboarding guides and support artefacts
- Adhere to information security, privacy and access control policies, ensuring compliance with healthcare regulatory requirements
What Type of Person Will Be Successful
To be successful in this role, you will be a customer‑focused professional who enjoys working directly with medical practices and translating technical concepts into practical solutions. You are confident liaising with a variety of stakeholders to build trusted relationships and take ownership of delivering a seamless referrer experience.
You will ideally bring:
- Experience supporting Practice Management Systems and/or healthcare applications in a customer-facing role
- Strong understanding of referrer workflows, clinical practice environments and digital referral processes
- Ability to clearly explain technical concepts to non-technical audiences
- Experience using CRM and service management tools
- Strong stakeholder engagement skills with both internal teams and external vendors
- Understanding of information security, privacy and access control principles in a healthcare context
- Previous experience in the Pathology industry (desirable)
We believe everyone leads, no matter what role they are in. Our ways of leading are the behaviours we expect our people to embody: Customer Focused, Accountable, Collaborative, Credible and Resourceful.
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Benefits, Perks and Wellbeing
As part of working for Healius, you will have access to a range of benefits & perks including:
- Benefits platform - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
- Fitness Passport – Access top fitness centres & pools across Australia at a subsidised rate.
- Corporate health insurance discounts, banking benefits and novated leasing salary packaging.
- Career growth and development opportunities with access to a comprehensive library of online courses and learning paths via our e-learning platform.
- Confidential health and well-being support through our Employee Assistance Program, available to all employees and their family members.
Our Commitment to Diversity And Inclusion
Healius is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.
Healius is a part of the Commonwealth Government's Veteran Employment Committment (VEC) and has been recognised as a Veteran Employment Supporter. Veterans and candidates with Australian Defence Force (ADF) experience are encouraged to apply.
