The Royal Melbourne Hospital is one of Australia’s leading public healthcare providers. Join the team. Build a career. We are looking for a passionate and dedicated individual to join The Royal Melbourne Hospital.

Health Hub Concierge (Patient Portal)

The Royal Melbourne Hospital

• Full-time, fixed term (2 years) position (80 hours per fortnight)
• Support patients with the Health Hub, RMH’s patient portal
• Enhance patient experience and digital health equity

Your new role:

As a Health Hub Concierge at The Royal Melbourne Hospital (RMH), you will be at the forefront of enhancing patient experience and digital health equity. Your primary responsibility will be to support patients, carers, and proxies in understanding, signing up for, and navigating Health Hub, RMH’s patient portal within the Epic EMR system. You will act as a visible and welcoming ambassador in patient-facing settings, providing in-person assistance and troubleshooting for login and technical issues.

In this role, you will promote digital inclusion and self-efficacy among patients, empowering them to access and understand their health information. You will collect and use feedback to continuously improve the portal and patient experience. Additionally, you will collaborate with various RMH teams to align messaging and support the hospital’s digital transformation goals. This position is pivotal in driving the uptake and engagement with Health Hub, ensuring it is embedded into routine clinical practice.

About the role:

• Support patients and carers with Health Hub sign-up, navigation, and troubleshooting.
• Provide friendly, patient-centred assistance in person, by phone, and via email.

• Promote digital inclusion and empower users to manage their health information.
• Escalate technical issues and concerns to relevant teams as needed.
• Record interactions and use data to improve access, equity, and patient experience.

About you:

• Experience working in a healthcare support role
• Strong communication skills, with the ability to explain digital tools to users with varying levels of digital literacy
• Proficiency in information technology and willingness to learn new systems quickly
• Ability to multitask and manage time effectively
• Excellent attention to detail and follow-through

Why work with The Royal Melbourne Hospital?

• Join a values-based organisation offering great opportunities for career diversity and professional development, including training and research opportunities, as well as access to mentorship and leadership programs.
• Ongoing reward and recognition programs including monthly ‘You Made a Difference' awards celebrating staff and teams across the organisation.
• Take advantage of an expanding employee benefits program, with comprehensive Health & Wellbeing programs to support work life balance, including onsite staff gym and staff vaccination program.
• Up to $12,000 tax free earnings with salary packaging options.
• Generous leave entitlements - five weeks annual leave per year (pro-rata for part time), additional monthly paid day off for full time staff.

To view the full position description, click here!

Interested in Applying?

If this opportunity resonates with you and you have the experience and qualifications we’re looking for, we encourage you to apply without delay. We’re reviewing applications and scheduling interviews immediately. Advertising may cease prior to the closing date. For a confidential discussion or more information, please reach out using the contact details above.

All appointments are made subject to a satisfactory Criminal History Record Check. Please note: This position is for applicants only. We do not accept applications from recruitment agencies or third-party representatives.

The RMH stands in solidarity with Aboriginal and Torres Strait Islander people in work and care. We are proud to be a workplace that champions diversity, inclusion and equality for our staff and our community.  Our goal is for our people to feel safe, included and supported so that they can be at their best every single day. We encourage talented people from all backgrounds, abilities, and identities to apply to our vacancies, and will consider adjustments to support such applications.