Consumer Support Officer

6 days ago

Dingley Village, Australia Access Telehealth Full time

**About us**

Access Telehealth was built by medical professionals to achieve one goal - connecting people to healthcare.

Through our growing network of clinicians across General Practice, Allied Health, Nursing and Specialists we deliver improved health outcomes to:

- Rural and Remote Australians
- Indigenous Communities
- Aged Care Residents and
- NDIS Participants

Our community of dedicated healthcare professionals deliver collaborative and specialist telehealth care across a range of specialties including Allergy and Immunology, Cardiology, Endocrinology, Gastroenterology and Advanced Endoscopy, Geriatrics, Infectious Diseases, Neurology, Paediatrics, Pain Management, Palliative Care, General Psychiatry, Geriatric Psychiatry, Child & Adolescent Psychiatry, Renal and Blood Pressure, Respiratory and Sleep Medicine, Rheumatology and Urology.

We also provide Allied Healthcare via telehealth to NDIS Participants including Counselling, Psychology, Speech Pathology, Occupational Therapy, Exercise Physiology, and Mental Health Social Work.

**About the role**

We are seeking a highly motivated Consumer Support Officer for a newly created role within our growing team. You will play a pivotal part in supporting aged care residents and their families by managing enquiries, onboarding new residents, and ensuring seamless processes for service engagement.

This full-time, permanent position is based in Dingley and reports to the General Manager - Consumer Support.

**Key Responsibilities**

**Direct Debit Dishonour Managment**:

- Manage incoming entries for new service users, ensuring all account details are accurate and updated.
- Address and resolve payment processing issues, such as blocked direct debits, in a professional and efficient manner.
- Provide assistance to customers who utilise our services but may not actively engage with us, focusing on positive and proactive solutions.

**Fee Support and Onboarding**:

- Guide new aged care residents through the onboarding process, including completing forms for their first medical consult.
- Liaise with families and next of kin to ensure accurate completion of direct debit forms and account details.
- Deliver follow-ups to ensure all clients are smoothly onboarded.

**General Duties**:

- Handle 30-40 inbound calls daily, while also managing outbound calls to address and resolve customer needs.
- Deliver accurate information to customers in a high-volume call centre environment
- Manage inbound and outbound calls to/from aged care residents, families, and aged care facilities across a wide variety of queries
- Liaise with other departments within the administration and finance team
- Contribute to the Key Performance Indicators individually and as a team
- Analyse results and provide feedback when required

**About you**

To be successful in this role we are seeking someone who possesses the following.
- Customer Service and/ or call centre experience
- Health and/or Aged Care experience is desirable
- Great written and verbal communication skills
- Proactive and positive attitude towards work
- Ability to learn quickly and take on changes with a positive attitude

**What’s on Offer**
- Full-time, ongoing opportunity
- Central Dingley location
- Competitive remuneration
- Opportunity to work within a growing business with the potential for future career development

**How to apply**:
Video

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