Patient Experience Coordinator

Most people who reach biio. have spent years being passed between providers, retelling their story to clinicians who each saw a fragment. By the time they arrive, they're tired and unsure this will be any different. In Perth, you're part of the team that starts to change that — and the operations hub that keeps care moving across Australia.

About biio. biio. cares for people with complex invisible illness — conditions that cross 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 4,500 people across more than 18,000 consults and grown to a team of more than 50. Perth is where biio. began and remains our national operations hub, supporting patients and clinicians across Australia alongside our Melbourne clinic, with Sydney opening next.

The role has real breadth — equal parts patient experience, coordination and operations. You'll work directly with patients and clinicians in Subiaco while also helping run the systems behind care delivered across the country. Day to day you'll:

• be a first point of contact for patients, by phone, email and in person
• coordinate appointments and the logistics around them, including the last-minute changes symptoms force
• help patients navigate multidisciplinary care, diagnostic pathways and what happens next
• keep clinicians supported so their time stays with patients
• solve the operational problems that sit between patients, clinicians, locations and services
• work closely with our national operations team to keep systems, communication and patient flow running well across Australia
• contribute to improving the processes behind a growing multidisciplinary healthcare service

The real work is judgment: knowing when a scheduling question is really a worry, when something routine needs escalating, and how to help someone feel oriented when the system feels confused. It means keeping track of detail without losing sight of the person, following through on what you promise, and never promising what medicine cannot guarantee.

Integrated care breaks down the moment someone stops listening, so we hire for the opposite. The people who do well here are low-ego and high-EQ: they ask before they assume and treat a colleague's read on a situation as something to learn from rather than defend against. Humility, openness and inclusivity aren't slogans here — they're what lets a multidisciplinary team work well across professions, locations and thousands of patient interactions.

This will suit you if you stay clear and steady when a conversation carries emotion and logistics at once, you finish what you start without being chased, and you're comfortable taking responsibility when something needs solving. People often arrive from healthcare administration, care coordination, allied health support, patient services, operations or hospitality — maturity and judgment matter more than title. You’ll enjoy this role if you like being across a lot at once, understanding how the pieces connect and making things work better. It's not a role for someone wanting low responsibility or a fixed routine.

Perth sits at the centre of biio.'s operations, so there is room to grow well beyond frontline coordination. As you learn the service, you can take increasing ownership of areas such as patient pathways, clinician coordination, operational systems, team leadership or national service delivery. We tend to build roles around where people are strongest. If you're capable and want more responsibility, there will be plenty to take on.

The role is full-time and onsite in Subiaco. You'll work alongside our Perth clinicians and operations team while supporting a service that now extends across Australia. This is a fast-moving environment where reliability, judgment 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.