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Customer Coordinator
2 weeks ago
About the Company
Provider Choice is a trusted leader in supporting NDIS participants, their families, and service providers. Our team ensures participants receive the guidance and support they need to manage their NDIS plans effectively. With a focus on delivering high-quality service and maintaining compliance with NDIS guidelines, we play a vital role in helping participants achieve their goals.
About the Role
We're looking for a dedicated Customer Coordinator to join the team on a 12-month fixed term contract (with possible extension). Reporting to a Team Leader, you'll be the first point of contact for participants and their families, managing inquiries, coordinating plan management processes, and ensuring smooth operations using Salesforce. This is a rewarding role for someone who enjoys helping people, building relationships, and contributing to the positive impact of the NDIS community.
Key Responsibilities:
Inbound Phone Line Management:
- Handle inbound calls from participants, families, service providers, and stakeholders.
- Provide clear, accurate, and empathetic guidance on NDIS plan management, funding, and supports.
- Log all calls in Salesforce, tracking outcomes and follow-up actions.
- Resolve participant concerns or escalate to the relevant team as needed (approx. 15–20 calls/day).
Case Management and Support:
- Manage participant cases in Salesforce, ensuring actions are documented and tracked.
Salesforce Case Tracking and Documentation:
- Maintain up-to-date case files in Salesforce and ensure SLA compliance.
Invoicing and Financial Management:
- Assist with processing and validating invoices for NDIS plans.
Participant Liaison and Relationship Management:
- Act as the primary point of contact for participants and families regarding plan management.
- Build strong relationships, offering guidance and support throughout their NDIS journey.
Compliance and Quality Assurance:
- Ensure all case management processes comply with NDIS and regulatory requirements.
Continuous Improvement:
- Identify areas for improvement in case management, participant support, and internal processes.
Team Collaboration and Reporting:
- Collaborate with team members to share knowledge, address complex cases, and ensure consistent service delivery across the team.
What's on Offer
- Fully remote work with all necessary equipment provided.
- A workplace that invests in its people, values work-life balance, and celebrates achievements.
Why Join Us:
At Provider Choice, you'll be part of a team that values professional growth, collaboration, and making a meaningful impact in the lives of NDIS participants.
If this opportunity resonates with you, submit your CV today – we can't wait to hear from you