Introducing Health Concierge

Health Concierge provides personalised health support to help eligible Medibank hospital members prepare for, or recover from, a hospital stay or treatment.

We aim to help take the stress out of an upcoming hospital stay, a new diagnosis, or an ongoing condition. If requested, we can check in with regular follow-up calls at key times during your health journey.

Any time you need clinical advice, we can connect you to our 24/7 Health Advice Line, or link you to services in the community or other Medibank programs.

We’ll provide practical tools and resources to help you manage your health day-to-day.

How does it work? 

Our Health Concierges are skilled in providing support to people going through potentially stressful times. The service starts with a conversation with a Concierge, who’ll assess your circumstances necessitating a hospital visit and offer support that best suits your needs. Depending on the situation, the Concierge may follow up down the track to ensure you remain supported in your health journey.

You call us

Health Concierge is available to all eligible Medibank members who hold hospital cover* . It’s been designed in particular for members who have an upcoming hospital stay or who are undergoing treatment for cancer.

Call 1800 789 414 to talk to a Health Concierge between 9am – 4pm Eastern Standard Time. If calling before or after a hospital admission, remember to have your Medibank membership details on hand.

We’ll email or SMS you

Recognising that even day procedures can be stressful, we have developed a dedicated package of information on our website to assist our members undergoing certain minor procedures to feel more prepared.

Or we’ll call you

We are also calling eligible hospital members who are undergoing certain procedures and treatment, including:

Hip and Knee

Members undergoing a ‘Total Hip’ or ‘Total Knee’ replacement.

Certain Cardiac Procedures

Members undergoing certain procedures for the treatment of coronary heart disease such as stents, bypass surgery, valve replacement or who have suffered a heart attack.

Over 75s

Members over 75 and living with a chronic illness who are going to hospital.

Pregnancy

Members using their cover for birth-related hospital admissions.

Cancer

Members undergoing treatment for certain cancers including breast, prostate, bowel, bladder, lung and lymphoid cancers.

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Long-time members having surgery

Members who have had Medibank hospital cover for 10 years or more having selected surgeries, such as cataracts, major vascular procedures, orthopaedic surgery and more.

What can members access through Health Concierge?

Information, follow-up calls, and links to clinical and non-clinical services, including Medibank’s 24/7 Health Advice Line for assistance, or Medibank Customer Support Centre for questions about your health insurance.

Advice on going to and from hospital, including what to pack, information on the procedure, and tips for a speedy recovery, for example, recipes and advice on looking after yourself when you’re back home.

Where suitable, introduction to our other health programs including Medibank at Home services (rehabilitation) and trials (chemotherapy, dialysis or palliative care) or our CareCompleteprograms; CarePoint, CareFirstand CareTransition.

* Excludes Overseas Visitor Health Cover, Working Visa Health Cover and Overseas Student Health Cover (OSHC).

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