Client Services Officer

**Team **Client Services (Renewals)

**Reports to **Client Services Team Leader (Renewals)

**About Therapy Connect**

Therapy Connect is Australia’s leading online NDIS allied health provider, dedicated to delivering faster and easier access to highly qualified and experienced therapists across the country.

We match our therapists to the individual needs and goals of our clients, to ensure we get better outcomes for people living with disability. Our services include occupational and speech therapy, dietetics, physiotherapy and psychology. While we have a strong focus on working with children and adolescents with autism and developmental delays, our clients include NDIS participants of all ages.

Our programs are evidence-based, personalised and specifically designed for online
(telehealth) service delivery.

Therapy Connect is a part of the Kinela business, and together we are on a mission to make high-quality healthcare more accessible, no matter where you live. Because better health belongs to everyone.

**The Role**

The role of Client Services Officer connects clients with our allied health services and ensures continuity of care. You will take full ownership of your own portfolio of client renewals including responding to a range of enquiries, managing service agreements, booking in appointments and liaising with practitioners and other key stakeholders in the business.

**Responsibilities**
- Build rapport and listen to client and family needs, understanding the impact of their disability.
- Be highly responsive to customer needs when managing feedback, complaints and any issues that limit a customer's experience.
- Maintain an effective flow of written and phone-based communication with the customer.
- Monitor when service renewals are due and complete service agreement renewals
- Work collaboratively with the Client Services Team (Intake) to ensure both pods are optimally functioning. This means being flexible if additional support is needed for the other team.
- Work with practitioners to ensure efficient and effective calendar utilisation
- Liaise with Operational Managers and Team Leaders about caseload allocation and capacity
- Work collaboratively with your team to consistently deliver against weekly and monthly targets in line with business drivers.

**About You**

**Essential skills & attributes**
- 2+ years experience in a high volume customer service position or equivalent.
- A sound understanding of Allied Health services including Speech Pathology and Occupational Therapy
- Exceptional people skills and empathy, with an ability to build strong relationships with people from a variety of backgrounds
- Demonstrates independent and professional management of workload
- Excellent organisation and time management skills, able to use data to prioritise customer opportunity and revenue
- Great communication skills (written and verbal) and a high level of attention to detail
- Ability to work independently and as part of a small team
- A positive approach to the challenges of a high-growth business
- Demonstrates and embodies Therapy Connects values and behaviours and contributes to a positive team culture.
- NDIS Workers Screening Check (or willingness to obtain)
- Knowledge of the NDIS Sector (desirable but not essential)

**What Therapy Connect offers you**
- Part of a friendly ‘for-purpose’ team with the knowledge that your work is serving an important mission and having a real impact on people's lives
- Excitement of the ‘scale-up’ journey, with exceptional opportunities for personal growth including the support of experienced peers and leaders
- Flexible working arrangements, including home set up assistance
- Part of a socially responsible organisation that pledges 1% of equity, products and employee time to charity

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

Work Authorisation:

- Australia (required)