Patient Experience & Operations Coordinator — Melbourne

Most people who come to biio. have spent years being passed between providers, retelling their story to clinicians who each saw only a fragment. By the time they reach us, they are tired and unsure this will be any different. In Melbourne, you are the first person who begins to change that — and, as the clinic finds its feet, the person who keeps it running.

biio. cares for people with complex invisible illness: conditions that cross multiple body systems and that fragmented healthcare handles poorly. We bring several disciplines into one coordinated service so a patient is understood once, rather than pieced together across appointments. In two years we've cared for more than 4,000 patients across more than 17,000 consults and grown to a team of more than 50. We're now opening in Melbourne in July/August — our first east-coast clinic, with Sydney and Brisbane to follow — and we need someone who can both meet patients well and make the day-to-day work.

You begin at the frontline of patient experience and move into running clinic operations as we open. Your work will include:

• being the first point of contact for patients, by phone, email and in person
• coordinating appointments and the logistics around them, including when symptoms force a last-minute change
• keeping clinicians supported so their time stays with patients
• using biio.graphy, which keeps each patient's information in one place, so people aren't asked to start their story again
• working day to day with our Perth operations team while the Melbourne clinic establishes

The real work is judgment: knowing when a scheduling question is really a worry, and helping someone feel oriented when the system feels confusing — while following through on what you promise, and never promising what medicine cannot guarantee.

This role will suit you if you stay clear and steady in conversations that carry emotion and logistics at once, you finish what you start without being chased, and you're comfortable being the person in the room when something needs deciding. People often arrive here from healthcare administration, care coordination, allied health support, patient services or hospitality; maturity and judgment matter more than title. It is not a role for someone wanting low responsibility or a fixed routine.

This is a foundational hire. You'll be supported closely at first by our Perth operations team — ten people building biio. together — and given more responsibility quickly as the clinic opens, until you are its primary operator. As our east-coast presence grows through Sydney and Brisbane, the people who helped open Melbourne will shape what comes next.

The role is full-time and onsite in the East Melbourne / Fitzroy area. You'll work closely with both the Perth operations team and Melbourne clinicians, in a fast-moving environment where reliability and presence matter.

If you steady a room, solve problems before being asked, and understand that a first conversation can shape a person's whole care journey, we'd like to meet you. Apply to jobs@biio.com.au.