We’re Hiring – MediStays Care Navigator Team

Submit your application for our next intake mid-June 2024

Full Time Entry Level Roles available

Hours: 38 hrs/week across 5 days per week

Hybrid working environment:  These roles combine working from home and our Melbourne office.

About Us

MediStays is a nationwide service connecting Australians and their families with the best accommodation options to support a hospital visit or disability-related stay.

Our team are passionate about reducing barriers to care and creating a world where anyone with a medical condition, disability or other vulnerability feels safe in the knowledge that the right accommodation can be found quickly and easily. A world where everyone gets the same high-quality healthcare, regardless of their point of origin.

We have deep insights into the accommodation needs of Australians living with a health diagnosis or disability. The common thread for guests referred to our service is their gratitude for the positive impact MediStays makes on their journey. While we are hard-working and focused, we are constantly rewarded by the work we do and humbled by the difference we make. 

Our People are a core pillar of MediStays. Our team embrace the opportunity to work flexibly from home and our office. Their unique contributions and diversity are embraced across our workplace. As a family-first company, we support our employees to take an active role in caring for family and offer flexible working arrangements and paid parental leave for new parents. Every one of our employees is honoured to nominate an organisation close to their heart as part of MediStays commitment to Pledge 1%. And, we believe your birthday is a special day to enjoy a well-deserved day off. You can learn more here www.medistays.com.au/careers

About You

As a Care Navigator, you will play an integral role assisting our community of guests and referrers to book accommodation and ancillary services. You will thrive in an environment where you can make a positive difference to people with health and disability considerations and their networks by managing accommodation bookings and associated services.

You are seeking the opportunity to work alongside a team who deliver positive social impact and will strive to achieve our ambitious future goals. As the successful candidate, you are a values-driven individual and desire meaningful work.

As someone who loves to solve problems, you will collaborate with colleagues to achieve the best outcomes for people on a health and disability journey.   

Key Accountabilities

1) Accommodation and Ancillary Services: Our core focus at MediStays is to support people on a health or disability journey. This includes triaging and managing enquiries to suitable accommodation & ancillary suppliers for patient, carer and family bookings.

This includes:

• Ability to prioritise workload and function semi-autonomously with ongoing support of our team 
• Demonstrate outstanding attention to detail when preparing quotations, service agreements and chargebacks. 
• Respond to telephone and online enquiries in a professional manner and assist guests with making, amending, and cancelling reservations.
• Assist and advise customers with suitable options who may be choosing from a variety of travel options across the MediStays network.  
• Follow-up on enquiries to support guests and booking conversions. 
• Utilise internal digital platforms for booking, amending & cancelling accommodation services. 
• Liaise with accommodation suppliers to confirm booking conditions (e.g. accessible and long stay accommodation) to ensure a seamless experience for guests and property staff. 
• Liaise with current guests and referrers to confirm booking extensions.

2) Customer Service: At MediStays, we are committed to the provision of outstanding customer service for all stakeholders, including patients and carers, healthcare referrers and accommodation suppliers.

This includes:

• Liaise with external stakeholders, including referrers, to achieve optimal outcomes for guests and their support networks. 
• Effectively resolve issues and proactively escalate concerns to Specialist and Lead Care Navigator, as required. 
• Role model and actively promote a culture of high-quality customer care and experience by ensuring that solutions, practices and procedures are carried out with efficiency and empathy.
• Build courteous and trusted customer relationships. 
• Record user feedback (such as compliments and complaints) to identify strengths and weaknesses in internal processes and systems that directly impact user experience.
• Maintain the highest level of confidentiality.

3) Teamwork, Communication and Interpersonal Skills: “Soft skills” are highly valued at MediStays to strengthen and optimise our team culture and performance, sustain a great working environment and ultimately benefit our community. 

This includes:

• Exhibit effective communication, including active-listening and open-mindedness qualities, to colleagues and external stakeholders.
• Provide and receive feedback in a supportive manner.
• Work effectively and positively as a member of the MediStays team to achieve shared organisational goals.
• Actively participate in meetings.
• Maintain effective and positive relationships with colleagues and external stakeholders. 
  

4) Operational and Quality Improvement: MediStays is an agile business, where we constantly focus on optimising operational workflows and efficiencies to support our community.

This includes:

• Work with our Care Navigators to provide feedback on operational processes and opportunities to enhance the customer experience.

Location and Hours

We have several roles available, based in Melbourne VIC, with flexible hybrid options to work from home and our office. 

Experience and Qualifications

To achieve excellence in this role, you will bring a positive, can-do attitude and willingness to learn. Industry experience and qualifications in the health, disability, accommodation or tourism sectors are helpful, but not obligatory, as we will invest in you and support you to learn your role over time.

Our Commitment to You

At MediStays, we are passionate about recruiting a values aligned team. As an inclusive organisation, we encourage diversity and the contributions of every team member. We invest in every employee from the moment you join us, from comprehensive onboarding and training through to ongoing support and professional development opportunities and internal promotions. In addition to your remuneration package, we provide you with a laptop computer, additional monitor, phone and headset. 

What Our Care Navigators Say

“We work both in and out of the office, and our directors trust us to produce first-rate work and results. I work hard to maintain that level of trust, which keeps me engaged and excited — but at the same time, I love that my job enables me to have a great work/life balance and enables me to be present for my family when I’m not working.”

“MediStays as a company is always changing, always evolving, and I get a front row seat watching the process of a simple idea grow into a leading, nationwide business. Every day is different, and it is a constant journey.”

To Apply

For a confidential discussion or to apply for this role, please address your letter of application and curriculum vitae to Melissa Connor, Head of Care Navigation.

Please submit your expression of interest and application here, to be considered for our next intake.