Behind better outcomes: Carly’s story

At EBOS MedTech, better outcomes are supported by people across every part of the business, including those working behind the scenes to keep things moving. 

Carly, Senior Customer Care Coordinator at LifeHealthcare, shares how her path from nursing to Customer Care has shaped the way she works today. 

From nursing to a new path 

I originally trained as a nurse and worked in operating theatres in Sydney as a scrub scout. I did that for four or five years, and while I really valued the experience, I always had an itch to go travelling. 

After travelling, I came back knowing I still wanted to work in healthcare and help others. That’s what led me to LifeHealthcare. 

More than customer service 

When I first saw the role in Customer Care, I thought it would be more traditional customer service. But once I started, I realised it was much more hands-on and far more connected to the broader business than I expected. 

We work closely with sales reps and internal teams, and a big part of the role is helping keep everything moving behind the scenes. 

I joined LifeHealthcare last year, and after a few months I stepped into the Senior Customer Care role. Since then, I’ve taken on more responsibility across NSW and ACT, supported training for new starters and become someone others can come to with questions or more complex issues. 

Bringing clinical experience into a new environment 

One of the most rewarding parts of the role has been using my nursing background in a different way. 

Understanding how surgery works, how products are used and why accuracy matters has definitely helped me. 

At the same time, moving into a corporate environment meant learning completely new systems and processes, which has been a big shift. 

What surprised me most was the work environment. In nursing, things can feel very fast-paced and transactional. Here, I’ve really noticed how much people rely on each other. 

I feel like my role matters. I have ownership of my work, and what I do supports others across the business. 

What Customer Care really looks like 

A typical day in Customer Care is busy and varied. 

We process surgery usages, help manage invoicing, follow up purchase orders, investigate discrepancies, respond to questions about pricing and stock, and work closely with teams like Loans, Accounts, Contracts and IT. No two days are exactly the same. 

Why attention to detail matters 

For me, one of the most important skills in the role is attention to detail. 

Something as small as one incorrect digit or item code can change an order, affect an invoice or create issues with records. We need to be really vigilant, because accuracy matters. 

Adaptability is another key part of the role. Priorities can shift quickly, especially when urgent requests come through, so it’s about staying organised, knowing what needs to happen first and working closely with the team to keep things moving.

The people. That’s probably one of the best parts of working in Customer Care. 

Everyone is approachable, supportive and always willing to help, which makes a big difference when things are busy. 

I also think there’s a lot people might not realise about Customer Care. It’s not just about answering questions. 

We play an important role in connecting teams, solving problems and keeping things moving. A lot of the time, we’re the link between different teams, following things through and making sure nothing gets left sitting unanswered. 

Advice for others 

If someone was considering a role in Customer Care, I’d say don’t rule yourself out just because you haven’t done it before. 

You won’t know until you try. 

A lot of it comes with practice, confidence and being open to learning. That’s something I’ve really appreciated here, people are open to helping you grow and try new things. 

Supporting better outcomes 

For me, working in Customer Care has been a chance to stay connected to healthcare, keep learning and contribute in a different way. 

Even though I’m not in a hospital anymore, I still feel like I’m part of something that matters.

While Carly may no longer work in a hospital theatre, her role remains closely connected to patient care. Behind every request, every restock and every invoice is a team working to ensure clinicians have the products and support they need. 

For Carly, Customer Care is simply another way of contributing to better outcomes. 

Thinking about a move into Customer Care? Take a look at the role and see where it could take you.