Client Business Support Officer

About Us

The Shepherd Centre (TSC) is a highly regarded not-for-profit, providing specialised programs for children with hearing loss and their families. Our programs meet the needs of children of all ages; from our world-leading early intervention program for babies and toddlers, through to our mentoring program 'Hear for You' for school-aged children and teenagers. We have been empowering generations of children with hearing loss to listen, speak and have a voice for over 50 years, creating a world of choice and amplifying possibility.

TSC currently supports over 900 families all over Australia, providing in-person and online support from 10 locations across NSW, ACT, Queensland and Tasmania. Our global platform HearHub, supports health professionals working with children with hearing loss all over the world

About the role

We are seeking a Client Business Support Officer to join the fantastic team at our Canberra centre in Rivett Our Canberra centre is home to a supportive, collaborative multidisciplinary team providing wrap-around services to our clients.

This is a permanent part-time role (3 days per week / 22.8 hours). As a family-friendly and flexible organisation, we're open to discussing specific days and hours with the successful candidate. If your availability differs slightly, we still encourage you to apply, as working arrangements can be negotiated.

In this role, you'll play a key part in delivering high-quality administrative and customer support within our allied health practice. Your responsibilities will include managing client appointments, assisting with billing and insurance processes, coordinating communication between clients and clinicians, and ensuring the smooth and efficient running of our administrative systems. This is a collaborative role where you'll work closely with our wider team. You may occasionally support other centres, so being flexible, supportive, and proactive is important.

Responsibilities include but are not limited to:

• Be the first point of contact for clients, providing friendly and professional customer service.
• Coordinate client appointments and schedules, ensuring smooth communication and collaboration between families, clinicians, and the wider team.
• Support billing and NDIS service agreement processes, maintaining accurate and timely documentation.
• Manage a variety of administrative tasks including correspondence, data entry, filing, and report preparation to support daily operations.
• Assist new clients through the intake process, ensuring all forms, consents, and details are collected and ready before appointments.
• Maintain a well-organised and welcoming centre environment, managing supplies and coordinating local facility needs.
• Collaborate with our multidisciplinary clinical team to support efficient workflows and quality client care.
• Occasionally provide administrative support to other TSC centres as required.

Why join The Shepherd Centre?

We don't just profess our values, we truly practice them through the work that each and every one of us performs each day. We act and communicate with Compassion and Integrity in everything we do. We strive to Empower everyone we meet – our children, families and stakeholders. We foster Innovation – committed to finding better ways of doing things, through evidence-based practice. And finally, we support our people to be Courageous and harness their Creativity to unlock potential, enable progress and create new opportunities.

At The Shepherd Centre, we are passionate about improving outcomes for the children accessing our programs and we support our people to have a great work-life balance. We offer competitive benefits including:

• Competitive salary with not-for-profit salary packaging – claim up to $15,900 of your salary tax free per year + meal entertainment expenses up to $2,650 per year
• Flexible work hours
• Generous 'location allowance' on top of normal salary
• A full Christmas and New Year shutdown period to recharge
• Work alongside world-leading Clinicians in your field
• Excellent internal professional and career development opportunities
• A supportive and collaborative work environment
• Clinical supervision and expert led training
• A family friendly and professional company culture

Essential Criteria:

• Previous experience in an administrative or client service role, ideally within the healthcare or allied health sector.
• Exceptional communication and relationship-building skills, with a friendly and professional approach.
• Strong written and verbal communication skills.
• Proficiency in office software (e.g. Microsoft Office Suite, Google Workspace) and client or medical practice management systems.
• Excellent attention to detail and ability to manage sensitive information with discretion and confidentiality.
• Confident in handling client enquiries and concerns with empathy and professionalism.
• A genuine passion for working with children and supporting their families.
• Willingness to obtain a Registration to Work with Vulnerable People and an NDIS Worker Check.
• Legal right to work in Australia.
• Completion of a high school diploma or equivalent qualification.

Desirable Criteria

• Experience preparing and processing NDIS service agreements.
• Experience managing client or medical records within a health-related setting.
• A certificate in business administration, medical office management, or a related discipline.

How to apply:

Please submit your cover letter and resume to apply. Closing date is Friday 21st November 2025.

We encourage you to apply as soon as possible, as we will be actively shortlisting applications as they are received. As such, this position may be filled prior to the closing date.

If you have any questions about the role or require any reasonable adjustments to enable you to equitably participate in the recruitment process, please contact

The Shepherd Centre is an equal opportunity employer and we are committed to providing a work environment that embraces and values diversity and inclusion. Please let us know if you have any support or access requirements at the time of your application.