Customer Liaison Officer
1 week ago
Annual salary + Super + Salary Packaging + 5 weeksleave + 2 Wellness days + other Benefits Work with a supportive and collaborativeteam Role can be based from Osborne Park, Joondlaup or Margaret River What is Therapy Focus?Therapy Focus are a non-for-profit, community serviceorganisation who are specialists in individual therapy.
Wehave a team of clinicians and administrative support staff, whowork collaboratively to meet the needs and goals of ourcustomers.The Therapy Focus team is fun, focused and committed to ourpurpose of supporting people to achieve great things.
We offer agenuine, trusting work environment with a hands-on seniormanagement team, offering you support and guidance every step ofthe way.
We are in an exciting growth phase, and as a result we arelooking for a Customer Liaison Officer tojoin our team on a permanent basis.
The role can be based from Osborne Park, Joondalup or Margaret River.Be curious.
Let's see where Therapy Focus can takeyou....
What's the role?The purpose of the Customer Liaison Officer is to provideresponsive and tailored support for our customers, their familiesand/or representatives, ensuring they receive exceptional customerservices throughout their journey with Therapy Focus.
The Customer Liaison Officer is responsible for ensuring allelements of a customer's journey is seamless from applicationto onboarding, discussing funding and service agreements, assistingwith feedback and handling complaints, and coordinating serviceexits.
They are also responsible for the collation and ongoingmanagement of accurate customer records in the Customer Relationship Management (CRM) system.
The Customer Liaison Officer instils confidence in customers andstakeholders to continue services with Therapy Focus as theirprovider of choice.Key Responsibilities Provides high quality customer service using aperson-centred approach through multiple channels i.e.
phone,email, online, and face to face.
Uses creative and flexible thinking in responding tocustomer queries and find solutions to problems.
Actively supports customers to ensure all elements of acustomer's journey is seamless and responsive; includingfrom application to onboarding, discussing funding and serviceagreements, assisting with feedback and handling complaints,and coordinating service exits.
Support customers while they are waiting for services bymaintaining customer waitlist, communicating with customers andstaff about needs of individual customers, wait times forservices, and any change in need for services.
Work collaboratively with internal stakeholders within theorganisation; including Customer Experience, Clinical and Finance teams.Maintain accurate and up to date records.
Maintain an up-to-date knowledge of the systems andpractices.
Create and maintaining accurate customer records in CRMsystem.
Understand how various funding streams works, such as NDIS, Medicare and Private Health and ability to explain to customersand others.
Ability to navigate different provider portals to supportfunding arrangements to ensure accurate payments.Remain up to date and educated with any organisationalproduct or service changes, including but not limited to:pricing and specialist service offerings.
Understand and uphold governance requirements relating tocontracts, privacy and confidentiality, consent, guardianshipand court orders.What's required?Exceptional customer service skills and well-developedcommunication skills Proven time management capability with the ability tomulti-task in a constantly changing environment Previous experience with records management systems anddata accuracy Demonstrated experience in a customer facing role Ability to find solutions to problems and work with peopleto resolve Strong digital literacy and data management skillsincluding proficiency with Microsoft Office products and Customer Relationship Management systems Outstanding interpersonal and organisational skills with astrong customer-focused approach The ability to build effective internal and externalrelationships with a variety of stakeholders WA Drivers licence Be willing to obtain National Police Check, NDIS Worker Screening Check, Working with Children Check What's in it for you?Competitive annual salary and access to salary packagingproviding tax benefits up to $18,550 per year Supporting your health and wellbeing with 5 weeks annualleave, 2 wellness days, flexible work arrangements A fast-paced environment with variety every day Corporate health & wellbeing discounts, including anemployee assistance program Company branded workwear provided A collaborative working environment with encouragement froma passionate and committed team with regular social events Be recognised for your contribution and go home knowingyou've made a difference.
At the core, Therapy Focus' philosophy aims to celebratedifference in all that we do.Therapy Focus encourages our colleagues to bring their wholeselves to work and for every individual to know that this isaccepted.
Awareness, we believe, is brought about bysharing.This statement is written to declare that Therapy Focus valuesthe sense of belonging and the respecting of the differences anddiversity amongst us and that we aim to adopt this view as a customin the workplace.
At Therapy Focus we believe every person's journey shouldbe extraordinary.Our guiding principles of stronger together,make today count, keep it simple, be courageous, make itpersonal and be exceptional are helping us transformthe way therapy is delivered.
And we are inviting you to join us onthis journey.What next?Apply now by attaching your CV and a cover letter outlining yourinterest in the role.
Should you wish to discuss theopportunity in further detail, please contact Vikki Tavelli– Talent Acquisition Lead on **Please note the successful applicant will be required to gainan NDIS screen, satisfactory police check and working withchildrens check
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Customer Liaison Officer
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Joondalup, Australia Therapy Focus Full timeCorporate | Joondalup, Osborne Park, Margaret River Closing date: 30/05/2024 - **Annual salary + Super + Salary Packaging + 5 weeks leave + 2 Wellness days + other Benefits**: - **Work with a supportive and collaborative team**: - **Role can be based from Osborne Park, Joondlaup or Margaret River** **What is Therapy Focus?** Therapy Focus are a...
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