Casual Health and Wellbeing Customer Service Officer

2 weeks ago

Melbourne, Australia Deakin University Full time

**Job no**: 552832

**Work type**: Casual

**Location**: Flexible, Geelong - City, Geelong - Waurn Ponds, Melbourne - Burwood

**Categories**: Customer Service

**Employment Type**: Casual

**Casual Hourly rate**:$46.55

**Location**: Burwood, Geelong Waurn Ponds and Geelong Waterfront campuses.

**The Role**:
The Health and Wellbeing Customer Service Officer is the primary point of contact for Deakin students and staff seeking professional services provided by the Health and Wellbeing Centres. To enable this, this position maintains broad and up-to-date knowledge of the University’s news, events, policies and procedures by networking with relevant areas across the Deakin services as well as an up-to-date knowledge of external guidelines such as Department of Health and Human Services and Medicare.

**To be successful, you will have**:

- Medical reception experience
- Experience in a customer service environment in a large organisation
- Knowledge of medical terminology and medical software packages. Best Practice desired
- Current CPR certificate

**Your key responsibilities will be to**:

- Deliver effective and efficient outcomes and outputs against team and operational work plans utilising multiple clinical and data management software systems simultaneously.
- Take personal responsibility and show initiative to meeting goals and objectives contributing to an inclusive team environment and welcoming environment for students and staff accessing services.
- Consult with available sources to gather relevant information and seek the expertise and advice of other people as appropriate ensuring relevant referrals to various Health and Wellbeing services as per existing guidelines.
- Recognise the importance of teamwork and of effective communication amongst team members and build rapport within immediate team in ways that are respectful and inclusive of others.
- Clarify expectations and respond promptly to client requests, queries or complaints to ensure client needs are met to agreed standards and timelines and escalating to appropriate staff as required.
- Build productive relationships with a diverse range of existing stakeholders and actively seek to maintain positive relationships.
- Understand local processes, maintain accurate client records and correspondence handling, manage account and banking systems, regularly track progress of work tasks and identify key issues.
- Present information in a clear, structured, concise and tailored way by focusing on key messages and check that messages are understood and meet audience needs.
- Use knowledge of continuous improvement principles to analyse current processes and practices.
- Provision of administrative and organisational tasks in support of Managers and other senior staff members.

**About us**:
The flexible learning options we provide our students and our diverse team of professionals and academic experts has enabled us to achieve a 5-star rating by the prestigious university ranking organisation Quacquarelli Symonds. For eight consecutive years, we've achieved the highest level of overall student satisfaction among Victorian universities.

We have a network of campuses, learning centres and research centres across Victoria and corporate offices in Melbourne, China, Indonesia, India and Sri Lanka. Our online Cloud campus provides more than 13,000 students with access to state-of-the-art digital tools and direct access to world-renowned academics.

As a Victorian university with a global impact, Deakin is translating its research into commercial outcomes that will help drive innovation for Australia’s economy.

**Applications for this position close on 18th March 2024. Please submit your updated resume and one page cover letter.**

**Advertised**: 04 Mar 2024 AUS Eastern Daylight Time

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