CAN BE LOCATED ANYWHERE IN AUSTRALIA Medibank is a leading private health insurer with more than 40 years of experience delivering better health to Australians. Medibank look after the health cover needs of more than 3.7 million customers through various Medibank and ahm brands, and distribute travel, life and pet insurance. In addition, Medibank provides a range of health services in Australia including mental health support, preventative and better integrated primary care, and after-hours health support. Medibank's purpose is Better Health for Better Lives. Their work is aimed at delivering better health for all Australians through provision of health services, health system advocacy, and Medibank’s community-based work.
Directly reporting to the Clinical Lead, the role of the Telehealth Counsellor is to safely and efficiently manage calls and webchats for a range of various programs. This will involve high quality counselling, mental health education, crisis intervention and referral to providers. You will be supported by the Clinical Lead, Clinical Manager and the Clinical Governance Team and you will be liaising with services and individuals involved in the care of callers. Key Responsibilities • Provide a high standard of counselling and support for callers, across all counselling programs, assessing their needs and providing appropriate and timely health information, support and/or provider referral • Identify and proactively manage potential risks, prioritising and escalating the response when required • Demonstrate superior customer service skills as evidenced through the call review process • Demonstrate a current understanding and knowledge of all relevant programs and clinical guidelines including recent changes or developments • Comfortably communicate through virtual mediums as required such as audio/video conferencing, instant messaging, peer chat room forums and collaborative software • Build rapport within the team through open and respectful communication and facilitate the achievement of work goals through appropriate consultation with the Clinical Lead • Demonstrate an ongoing drive to continuously expand own professional capabilities to fuel the continued success of Medibank Health • Other duties as directed
This role requires an experienced counsellor who can work independently and demonstrate a proactive, careful approach to problem solving. You will be someone who is motivated and passionate about achieving positive outcomes for callers. You will also have a demonstrated experience of successfully working together with Aboriginal and Torres Strait Islander peoples, aligned to the principles of self-determination. Essential Requirements To be eligible to apply, applicants must: 1. Identify as an Aboriginal and/or Torres Strait Island person. You will also hold one of the following qualifications: 2. A tertiary degree (min. 3 years duration) in a relevant discipline 3. A tertiary degree (min. 3 years duration) and a post-graduate degree or diploma in a relevant discipline or 4. Be a registered nurse with a minimum of ten years’ experience in mental health nursing. Selection Criteria • Minimum 2 years full time counselling experience demonstrating the ability to work in a strength based or solutions focused framework (Preferably telephone/web chat counselling) • Knowledge of depression, anxiety and associated issues, particularly primary care pathways. This may be demonstrated through either having completed a mental health/abnormal psychology unit/subject as part of a tertiary qualification or having relevant field/telephone-based experience in mental health • Able to demonstrate cultural competency and be able to show experience working with Aboriginal and Torres Strait Islander people and their communities • An understanding of the key mental health issues that may impact Aboriginal and Torres Strait Islander peoples • Excellent interpersonal and written/verbal communication skills • Ability to work autonomously, think analytically and focus on problem solving
• Full time or part time roles available • An attractive hourly rate plus shift penalties • A flexible work appointment from anywhere in Australia
The role can be located anywhere in Australia. How to apply Applications should be submitted to [email protected] with the subject line “Medibank – Telehealth Counsellor”. Your application should include: • a cover letter [maximum four pages] responding to the essential requirements and the selection criteria as detailed above • an up-to-date CV of no more than five pages which clearly details your skills and experience as relevant to this role. How to get more information Additional information is available in the role description or by contacting the team at Pipeline Talent. Lesina Gibbs- Manuatu | Senior Talent Acquisition Specialist Email: [email protected] Ph: (02) 8001 6603