Client Services / Front Of House Officer

Join us on this journey to empower individuals and families with the support and care they need for a fulfilling and connected life. Become a member of our dynamic, caring team and make a difference! At Neta Care Holistic Health Services, our team is at the heart of what we do. We provide a supportive work environment where employees can thrive. We offer diverse career opportunities in Therapeutic Services, Disability Support, Aged Care & more.

We are currently seeking a committed and experienced Client Services Front of House Officer who is full of enthusiasm & beaming with energy, who is an exceptional communicator, willing to go the extra mile, has a great understanding of customer service and client support, and is passionate about providing a welcoming, responsive and professional experience for our clients, referrers, visitors and staff!

This role provides the opportunity to be the first point of contact for clients, referrers and visitors while supporting clients throughout their journey from initial enquiry through to an active service agreement. We're currently looking for someone who has a strong background in client services, intake, administration and customer service, who is confident managing referrals, service agreements and front of house responsibilities while providing an exceptional experience for clients and stakeholders.

Role Description

• Respond to and follow up referral enquiries from health, government, community and internal sources;
• Receive, track and onboard referrals within mandated turnaround times;
• Interpret and explain available funding to clients and their stakeholders;
• Create, manage and review service agreements through to signing and filing;
• Create and maintain client profiles in Akuety and SharePoint;
• Greet and assist clients, visitors and staff, acknowledging everyone promptly;
• Answer incoming calls and direct them to the right person or team;
• Monitor the reception inbox and action or redirect enquiries within expected timeframes;
• Maintain reception and meeting spaces, coordinate room bookings and monitor office supplies;
• Manage incoming and outgoing mail, deliveries and couriers;
• Provide general administrative support including document preparation, data entry and filing;
• Follow up enquiries, including lapsed and on hold enquiries, until a decision is reached;
• Match enquiries to the right Neta Care service and support informed choice without pressure;
• Track enquiry to commencement outcomes and assist with reporting on conversion trends;
• Build and maintain professional relationships with clients, referral sources and internal stakeholders.

Qualifications and Experience

• Certificate III in Business Administration or demonstrated equivalent experience with proven success;
• Minimum 12 months experience in a client services, intake or service coordination role;
• Demonstrated experience interpreting funded plans and preparing service agreements;
• Demonstrated customer service experience in a high volume enquiry environment, with responsibility for following up and converting enquiries;
• Current NDIS Worker Screening Check;
• Valid paid employment or exemption Blue Card;
• Excellent verbal and written communication skills with a focus on delivering exceptional customer service;
• Strong attention to detail and ability to manage competing priorities;
• Friendly and professional demeanour in person, by phone and in writing;
• Certificate IV in Business Administration or a related field;
• Experience and understanding of the disability, aged care or healthcare sector;
• Experience with NDIS, Support at Home Programme or other agency funding;
• Background in sales, business development or a customer contact centre;
• Proficiency in Microsoft Office and client management systems;
• Experience building and maintaining professional relationships with clients, staff and external stakeholders.

At Neta Care Holistic Health Services, our mission is to revolutionise support through a holistic approach tailored to your needs. Our journey began with the integration of Neta Care and Get Going Support, combining our expertise to create a comprehensive, one-stop provider dedicated to enhancing health and well-being. We are committed to providing personalised support that fosters independence, builds community connections, and improves overall quality of life.

We are committed to fostering a compassionate community where every individual is valued, respected, and given the opportunity to thrive. Through continuous improvement and a dedication to excellence, we ensure the highest quality of care for our clients.