Client Services Coordinator

2 days ago

Bundall, Queensland, Australia Gen Physio Full time $60,000 - $80,000 per year

GenPhysio is seeking a proactive, people-focused Client Services Coordinator to join our supportive Client Services team.

As the first point of contact for our clients, you will play a vital role in ensuring every interaction reflects our core values of Respect, Accountability, Performance, and Team. This fast-paced, client-centric role centres on coordinating and scheduling appointments for our clinicians, ensuring clients are matched with the right professional at the right time.

You will manage enquiries across phone, email, and live chat, provide clear and compassionate communication, and support clients through their service journey from first contact to ongoing bookings. Your ability to multitask, prioritise, and maintain accuracy will directly support both our clients and our clinicians.

Key Responsibilities

  • Core objectives include:
  • Coordinate and schedule client appointments, ensuring accurate matching to clinician availability, service type, and location.
  • Deliver exceptional customer service, ensuring every client receives a professional and timely experience.
  • Monitor and manage client tickets, ensuring priorities are correctly assigned and all open tasks are actioned promptly.
  • Provide phone support to new and existing clients, assisting with enquiries and booking requests.
  • Manage live chat conversations, including real-time appointment bookings and client guidance.
  • Assist with handling complaints, feedback, and enquiries in a professional and empathetic manner.
  • Support the broader team with administrative tasks as required.
  • Represent GenPhysio's Core Values & Vision in all interactions and be a positive role model within the team.

Position requirements

Knowledge and Experience

  • Previous experience working in an administrative or customer service role
  • Understanding of NDIS/HCP/Workcover/Chronic Disease Management Plans or willing to learn
  • Experience in managing and supporting clinicians with the NDIS
  • Knowledge of NDIS, NDIS Quality & Safeguards Commission, policies, and procedures.
  • Display a high degree of computer literacy in MS Office and other software products.
  • Able to competently use mobile devices (smart phones, tablets, etc.)
  • Be able to write (and type) notes, emails, and other written materials in a way that others can easily understand.

Personal attributes

  • Ability to meet tight deadlines and daily task completion targets
  • Provide high quality customer service to clients
  • Build relationships with service providers and participants formal and informal supports
  • Display a high degree of accuracy and detail orientation in administrative tasks
  • Speak clearly and fluently in phone and face to face conversations
  • Highly effective in time management

Perks & Benefits:

  • Hybrid working model and early finish on a Friday at 2.30pm
  • Guided onboarding process to ensure you feel comfortable and supported in your role.
  • Birthday leave - enjoy your special day on us
  • Discounted access to Allied Health services.

Additional requirements

  • Must have reliable home internet.
  • Ability to legally work in Australia.

Would you like to know more about whether a role Gen Physio is right for you?  Please feel free to contact Kym from People and Culture via email: to learn more about this opportunity.

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