Mental Health Helpline Specialist

Industry: Online Psychological Counseling

Company Overview

We are a growing Australian-based mental health and wellbeing organization dedicated to making professional psychological support more accessible through virtual care. As the first point of contact for individuals seeking help, our team plays an important role in providing a warm, empathetic, and supportive experience while assisting clients in connecting with the right mental health professional.

• Bachelor's degree in Psychology or a related field (e.g., Behavioural Science, Guidance & Counseling, Social Work, Human Services, Nursing, or other allied health programs).

Minimum of 2 years of relevant experience in one or more of the following:

• Appointment setting or appointment scheduling (inbound call and email)
• Client intake or patient coordination
• Customer support for a mental health, healthcare, or wellness organization
• Mental health helpline, crisis line, or wellbeing support services
• Virtual Assistant supporting psychology, counseling, telehealth, or healthcare practices
• Demonstrated ability to communicate with empathy, professionalism, and compassion, especially when speaking with individuals seeking mental health support.
• Excellent verbal and written English communication skills.
• Strong email communication skills, including responding to client inquiries, appointment confirmations, follow-ups, and other administrative correspondence with accuracy and professionalism.
• Highly organized with the ability to manage appointments, client information, and multiple priorities accurately.
• Comfortable maintaining confidentiality and handling sensitive conversations with discretion.
• Willing and able to work Australian business hours.
• Experience supporting Australian healthcare, telehealth, or allied health clients is highly preferred but not required.

• Serve as the first point of contact for individuals seeking mental health support, providing a warm, professional, and empathetic experience.
• Answer primarily inbound calls and emails, responding to client inquiries and providing general information about available services.
• Schedule, confirm, reschedule, and coordinate appointments with psychologists.
• Accurately collect and maintain client information while ensuring confidentiality and attention to detail.
• Conduct follow-up communications regarding appointments and other administrative matters as needed.
• Collaborate with the internal team to ensure a seamless and positive client experience from initial inquiry through appointment coordination.