Client Services Officer

Our client is a well established and quality care provider across the greater North East region.

As a Client Services Officer (CSO), this plays a key role in liaising with our staff, clients, and their families to ensure that our services and interactions are exceptional.

You will work as part of a dynamic team that organises client care and service requirements preparing rosters and schedules to ensure efficient use of our staff and utilisation of various portals to provide timely communication between all stakeholders.

As a CSO you will make use of your excellent time management skills to effectively respond to and resolve a high volume of inbound calls.

This is a full-time contract (12-months) opportunity based in Beverley Park, days are Monday to Friday from 8:30am to 4:30pm
- What you bring_
- Rostering and scheduling experience in the healthcare (community service) industry is highly desirable, but not essential
- Experience in a client-focused position with a commitment to the delivery of quality service
- Experience in using computer and software packages
- Passionate about making a difference in the lives of our clients
- A desire to join a team committed to the care of others in a mission-based organisation

This role is working within a fast-paced environment, with various clients, family members, and staff to assist in the day-to-day delivery of care services.

You must have:

- The ability to pass a National Police Check
- Valid Working with Children's Check (employee)
- COVID-19 Vaccination x 3
- Full working rights in Australia
- Strong administration, computer, and clear communication skills
- Ability to work in a larger team
- This is an office-based role, Monday to Friday, 8:30am to 4:30pm, a full-time role

**Responsibilities**:
1. To answer telephone calls, responding, as outlined in the procedural manual, to:
I. Service inquiries.

For new/private clients: If the relevant coordinator or RN is not available, by taking the name and address and ensuring the info is passed on promptly for the coordinator to follow up.

For known project/contract clients, to take details and implement service, advising coordinator of referral.

III. Concerns raised by employees/ clients, which may require contacting the Case Manager of an external agency, family, or employees scheduled to visit the client at later times or may require referral to the Service Coordinator for follow-up action.

2. To ensure all requests for service are scheduled according to organisation policy, by:
I. Assisting the area Service Coordinator in matching clients and appropriately skilled employees.

II. Assisting Support Workers to effectively provide the required service by providing them with sufficient client details gleaned from the information provided at referral and in seeking further information when this is indicated.

III. Re-scheduling work when regular employees are unavailable.

IV. Ensuring all service schedules are accurate at all times, having regular service plans in place for all clients with regular services.

3. To ensure the database is up to date with client /employee details, and notes regarding interactions with the office, from employees.

4. To deal promptly with the debtor and pay queries, where action or clarification is required from service delivery employees or by referring to the appropriate person, eg payroll.

5. To know and understand the WHS policy of the organisation and how it applies to self & Support Workers.

6. To provide support to employees, listen, give feedback, and ensure that all relevant information is transmitted between employees, clients, and coordinators.

7. To understand, respect, and practice confidentiality in relation to clients, employees, and the organisation.

8. Other administrative duties relating to client service delivery or Support Worker activity as requested by the coordinator.