Client Relationship Coordinator

**Position Description**

**Position Relationship Coordinator (NDIS & Allied Health)**
**Reporting to**Senior Manager NDIS & Allied Health
**Division**Consumer Directed Care
**FTE**Full-time and Part-time
**Location**NSW, VIC, TAS OR ACT

**Organisation**

MS Plus, is the go-to provider of information, advice and support for people affected by multiple sclerosis and other
neurological conditions. We're a combined entity of the ACT, NSW, Victoria, and Tasmania with over years' insight
into how to live well with progressive neurological conditions.

**Role Purpose**
- This role will:

- Effectively and efficiently manage Allied Health, Support Coordination and Plan Management
referrals, waitlists and service enquiries.
- Efficiently manage scheduling/booking of Allied Health appointments as well as complete

associated administrative tasks and documentation.
- Deliver outstanding customer service with a focus on high client satisfaction.
- Nurture MS Plus referral relationships by providing responsive and professional customer service.
- Proactively connect with clients and build on relationships with a goal of driving participant's use of

MS Plus services.
- Ensure accurate and usable client-data capture to enable personalisation, impact measures,

service promotion and engaging customer journey.
- Provide Lidcombe Reception coverage as needed.

**Team structure**

**CEO**

Senior Manager NDIS
& Allied Health

Services

Relationship
Coordinator

(NDIS & Allied Health)

**Key Responsibilities**:

- Efficiently manage bookings and appointment scheduling for the Allied Health team.

Plan Management services, and at times other services such as respite, and respond in accordance with
role key performance indicators.
- Effectively liaise with clients, nominees, healthcare providers and other stakeholders to coordinate

appointments and ensure seamless service delivery.
- Accurately collect and document relevant client information required to make an allied health appointment

or service referral and ensure an ongoing journey with MSPlus
- Promptly provide relevant and accurate documentation to client as needed such as Service Agreement,

factsheets and information about other MSPlus Services.
- Develop a strong understanding of the clinical needs and goals of new clients and allocate allied health

referrals based on clinician availability, skills and experience.
- Provide high-level customer service by being responsive, friendly, reliable and professional with all

enquiries and interactions.
- Respond to referrals and enquiries in line with role key performance indicators.
- Manage and oversee NDIS-related administrative tasks, including obtaining NDIS plan details, coordinating
- Service Agreements and other compliance tasks.
- Support data cleansing, impact reporting, marketing and brand activity and identify opportunities for
- improvement or new activities.
- Assist with billing for multiple funding streams - private, Medicare, DVA, NDIS, HICAPS, Aged Care.**
- Assist with ad hoc administrative support to the Allied Health team such as sourcing new NDIS plan and
- other funding stream details.
- Coordinate the set-up of Aged Care Provider Agreements ensuring relevant documentation provided and be
- the point of contact with the provider.
- As directed by the Senior Managers of CDC and the Marketing team, proactively contact current and past
- clients to promote services.
- Provide administration support to MS Plus exercise classes such as liaising with instructors and clients and
- overseeing attendance recording and payments.
- Provide Lidcombe reception coverage as needed. Duties include greeting clients, answering phone calls

and other administration duties as required.
**Key focus area Success factors**
- Establish and maintain strong relationships with clients, key referrers and

stakeholders, community organisations and families/carers.
- Promote MS Plus Consumer Directed Care services to both internal and

external stakeholders.
- Build effective relationships with MS Plus Allied Health, Support Coordination,

Plan Management and Healthy Ageing team to ensure seamless client
**Relationship**experience.

**Management**- Work closely with the Senior Managers of CDC and the Marketing Team to
develop and improve data and relationship management.
- Deliver outstanding customer service with a focus on high client satisfaction.
- Build effective relationship with MS Plus Key Worker and reception team to
- ensure seamless client experience.
- Develop strong relationships with internal and external stakeholders to assist

in the provision of information, referral of clients and a clear understanding of
our services.
- Establish and maintain strong relationship with Aged Care providers.

**Key focus area Success factors**
**Approval authority**:Executive Manager, People Culture Quality** Next review**:February
**Date approved**:Key author**: People Culture Quality**
**Version**:Business Unit**:People Culture