ABOUT ABBY HEALTH

Abby Health is Australia’s busiest online clinic, built for the future of primary care.
Founded in 2023, Abby was established to address one of the most urgent issues in Australian healthcare: access. With one in three Australians now without a regular GP, we’re reimagining how people access everyday care—without losing what makes care personal: long-term relationships and detailed patient histories.
We connect patients to licensed GPs and nurse practitioners through same-day, 100% online care—delivering high-quality treatment for everyday issues, from headaches to herpes, coughs to cramps, and everything in between. Behind the scenes, we use structured patient histories, smart intake tools, and streamlined workflows to make every consult feel more like self-care.

Our approach is guided by three core values:

• Smart – Intelligent systems that surface what matters, when it matters
• Beautiful – A thoughtful, intuitive experience for patients and clinicians alike
• Caring – Human support, continuity of care, and relationships that last

We believe the future of primary care is affordable, same-day, and online first.
A system where most care is delivered remotely—supported by pre-diagnosis tools, wearables, alerts, and proactive follow-up. In-person visits become the exception, not the default. It’s a smarter, safer, more efficient model—one that finally puts patients first.
And it’s already happening.
Since launching, Abby has become one of the most trusted names in digital healthcare in Australia. We’re used by hundreds of thousands of Australians, with a 4.7/5 average rating on Google and Trustpilot.
We’re quality-first and purpose-driven. Whether you’re a patient looking for better answers or a clinician looking for a better way to practise—Abby is here to make care better, for everyone.
Smart. Beautiful. Caring. That’s the future we’re building—for Australian primary care, and the people who rely on it.

PATIENT EXPERIENCE

• Oversee timely, compassionate support delivery via email, chat, and phone
• Resolve appointment, access, and platform issues with empathy and efficiency
• Escalate urgent clinical matters to the appropriate team
• Analyse feedback and propose improvements across the patient journey

QUALIFICATIONS

• 5+ years in customer experience, operations, or healthcare support
• Experience in a leadership or coordination role strongly preferred
• Experience working in a high growth tech startup environment strongly preferred
• Excellent communication skills—clear, professional, and empathetic and a collaborative team player who thrives in fast-paced, evolving environments
• Organised, proactive, and comfortable juggling multiple priorities
• Skilled with digital platforms and systems

ABOUT THE ROLE

As Customer Experience Lead, you’ll be instrumental in driving high-quality experiences for both patients and practitioners. This multifaceted leadership role spans support operations, clinician onboarding, cross-functional collaboration, and executive assistance, ensuring we scale sustainably while maintaining an exceptional standard of care.