Customer Relationship Manager

MedHealth is a purpose-built collection of industry-leading health, medical, and employment brands. Our unique and diverse capabilities are dedicated to achieving the best possible health and employment outcomes for individuals and the people they support. Additionally, mlcoa is an established premier international provider of independent medical opinions and specialist services, serving insurers, private and government employers, self-insured companies, and the legal profession.

We are seeking a Client Relationship Manager on a 12 month fixed term contract with the view to go permanent  to manage customer relationships with mlcoa customers including the management of day to day customer requirements, training, event and sponsorship activities, customer complaints, and delivery of contractual management obligations.

We are seeking a Client Relationship Manager on a 12 month contract to support the Regional Manager and Operations Manager in business related improvement initiatives including research and development, business diversification, project proposals and overall project management. The tasks listed are to be used as a guide only and other objectives and/or tasks may be agreed from time to time. mlcoa reserves the right to adjust role responsibilities and functions in line with the strategic direction and needs of the business.

• Develop and maintain strong relationships with existing clients including undertaking visits, phone contact and follow up on a regular basis or as agreed with the RM.
• Create new business opportunities with existing customers and new leads.
• Respond to and manage client concerns or complaints as they arise ensuring the RM is advised of all complaints and a record is kept on the system in accordance with the state policy.
• Work in collaboration with operational staff to ensure any client issues are managed. 
• Document any client-based information on relevant databases to ensure the database is current and up to date.
• Support clients in the implementation of mlcoa systems, including promotion, access and client training as required.
• Develop the state's annual Sales and Marketing (SAM) plan in collaboration with the RM taking into consideration any national priorities or activities set by the Executive team.
• Prepare an annual calendar of events based on the established SAM plan.
• Identify any client, intermediary body or industry sponsorships and manage and coordinate all sponsorship events with the support of the RM.
• Ensure activities are in place to meet the agreed Key Performance Indicators (KPIs) as specified by the agreed SAM plan.
• Be prepared to travel to regional areas as required as part of implementing the annual SAM plan.
• Help prepare Quick Word articles or any other materials prepared by the National Marketing Team and provide feedback as required.
• Manage and maintain stock levels as it relates to marketing materials and supplies. 
• Ensure all training events are entered into the annual SAM plan and events calendar and provide this information to the National Marketing Team as required.
• Promote and discuss training opportunities with clients.
• Coordinate and manage the development and implementation of all client training sessions with the support of the Regional Manager.
• Research relevant industry and environmental information to help inform business growth opportunities and opportunities for diversity. Research must support input into the annual Environmental PEST scan and help inform the states SWOT analysis.
• Maintain ongoing analysis of client trends and patterns as it relates to services sought through mlcoa/ MedHealth.
• Prepare a monthly management report to RM and OM detailing progress and achievements against all key responsibilities.
• Preparation of any client related reports and client profiles (account plans) as requested (all to be approved by the Regional Manager prior to distribution).
• Ensure clients are provided with the correct fee schedule for mlcoa services.
• Actively identify opportunities for continuous improvement
• Maintain a customer focus at all times and a commitment to deliver service excellence.
• Function as an effective, positive team member.
• Maintain active knowledge of work health and safety practices and procedures.
• Adhere to all policy and procedures.
• Carry out other reasonable duties as required.
• Undertake project work as determined by the business.REF8766K

Qualifications and Experience

Relevant tertiary or university degree in health (preferred

• Specific Knowledge and Skills of the insurance industry and healthcare.
• Demonstrated experience as a customer relationship manager, business development manager or related position.
• Previous experience within an injury management, rehabilitation or compensation related industry
• High level of organisation and attention to detail skills.
• High level of verbal and written communication skills.
• Excellent customer service skills.
• Ability to build rapport and maintain/ develop customer relationships.
• Highly developed business acumen and ability to strategically plan.
• Self-motivated and driven to achieve key targets.
• Demonstrated experience in documenting processes and procedures.
• Proficient use of all Microsoft Office software applications.#mlcoa

Why join us?

• Corporate benefits including Discounted Health Insurance/Gym Memberships & Travel Perks (Car Hire & Hotel), Novated Leasing, Salary Packaging, Employment Assistance Program, Paid Parental Leave & Purchased Leave.
• Employee Referral Program – Be rewarded for successfully recommending great talent.
• Thorough induction, ongoing mentorship & tailored professional development plan. Career progression pathways being part of the broader MedHealth group of businesses.
• Reward and recognition program.

Click on the APPLY button or contact Cassie Butcher to have a confidential discussion. Please call on or email [email protected] quoting REF8766K

You are welcome here.

Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. 

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.