Quality and Retention Team

closing Date: 31-07-2024
Salary Range: $50,000$75,000 + Super

Job Type

Permanent Full time, Part-Time, Casual, Temporary

Working Hours

Anytime between 8 am-8 pm (Mon-Sat) Our clinics are open 12 hours per day. You select the hours you prefer.


Flexibility to work across various sites:
  • Reservoir
  • Templestowe Lower
  • Thomastown
  • Craigieburn


Bachelor's degree in Psychology, Business Administration, Communication, or related field preferred.
Previous experience in customer support, retention, or feedback management, preferably within the healthcare or service industry.
Excellent communication and interpersonal skills, with the ability to empathetically engage with participants and stakeholders.
Strong problem-solving abilities, with a proactive and solutions-oriented approach to addressing participant concerns and challenges.
Experience in survey design, administration, and data analysis.
Ability to work collaboratively in a team environment and drive continuous improvement initiatives.

Salary Range

$50,000 - $75,000 + Super

More benefits:

Work along a driven team of administrators
Learn from passionate, supportive managers
Flourish in a supportive environment
Let your career soar at Soaring Health! 

Role Overview

The Quality and Retention Team at Soaring Health play a pivotal role in ensuring participant satisfaction, retention, and continuous improvement of our services. Your responsibilities will include managing support tickets, collecting feedback from various stakeholders, and proactively engaging with participants who express a desire to discontinue services. Additionally, you will be responsible for running regular surveys to gather feedback and insights, facilitating ongoing improvement initiatives. Your dedication to customer service and commitment to fostering positive relationships will contribute to enhancing the overall experience for practitioners, employees, participants, and our referral network.

About Soaring Health

Soaring Health is an award-winning allied health care centre with 4 state of the art clinics throughout Melbourne. Our clinics offer a range of onsite, remote, and in-home services to clients receiving Occupational Therapy, Speech Pathology, Psychology, Physiotherapy, Chiropractic, Dietetics and Allied Heath care services. Our dedicated team is passionate about enriching lives so that people can go on living.


Working in state-of-the-art facilities
Having access to stable working environment 
Flexible working hours
Above award salaries
Great processes and policies in place

What you will do:

Support Ticket Management
Receive and respond to support tickets submitted by participants, practitioners, or internal teams.
Prioritize and address support issues promptly, ensuring timely resolution and participant satisfaction.
Document support interactions and maintain accurate records of ticket resolution.
Feedback Collection
Collect feedback from participants, practitioners, employees, and referral sources through various channels, including surveys, interviews, and direct communication.
Compile feedback data and insights to identify trends, areas for improvement, and opportunities to enhance the participant experience.
Participant Retention
Proactively engage with participants who express a desire to discontinue services, understanding their reasons for wanting to leave.
Provide personalized support and solutions to address participant concerns and encourage them to continue receiving services with Soaring Health.
Collaborate with internal teams to implement retention strategies and initiatives tailored to participant needs and preferences.
Survey Administration
Design, administer, and analyze regular surveys to gather feedback from stakeholders, including participants, practitioners, employees, and referral sources.
Identify key areas for improvement based on survey results and collaborate with relevant teams to implement actionable recommendations.
Quality & Continuous Improvement
Contribute to ongoing improvement initiatives by providing insights and recommendations based on feedback collected from various sources.
Work collaboratively with cross-functional teams to implement process enhancements, service improvements, and customer experience initiatives.
Note: This job description is intended to outline the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary to meet organizational needs.

How we will support you:

Work within a large Front-end team
Regular manager onsite
Strong supports across different sites
Regular weekly meetings
Follow checklists for tasks 
Detailed induction program 

What's in it for you:

Great work life balance
Work hours to support your other commitments
Stable work environment
Detailed handbooks available
Remote access to technology
Young and friendly environment
Dynamic Team
Regular social events
Professional development
Work across multiple projects
Admin tasks
Diverse experienced support
Established systems in place
Modern technology
Multiple avenues for career progression
Serve the community with love and care
Impact real people's lives
Yearly conferences
Grow and Develop in a long term career

More benefits:

Work along a driven team of administrators
Learn from passionate, supportive managers
Flourish in a supportive environment
Let your career soar at Soaring Health! 
Let your career soar at 
Soaring Health 
Job Application - Support and Operations
Soaring Health acknowledges the Traditional Owners of the lands on which our services are located.

We honour the strength and resilience of Aboriginal and Torres Strait Islander peoples and pay our respects to all Elders, past and present.
Copyright © Soaring Health Pty Ltd 2022. All Rights Reserved.
linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram