Intake Administrative Officer
About You
You are a mature, sensible person with a flexible, can-do attitude who can work independently with minimal supervision. You always ensure that tasks are completed with precision and in a timely manner. You enjoy working in a fast paced environment providing great outcomes for customers. You enjoy learning new skills, troubleshooting, and working flexibly to provide exceptional customer service.
About the Role
The Intake Administration Officer works as part of the broader Customer Care team to effectively and efficiently provide Learning Links customers with a professional and seamless experience when accessing a range of Learning Links products and services.
The role will liaise with Program Managers, Intake Consultants and professionals to ensure a coordinated and well-informed service to both internal and external stakeholders, particularly in relation to services provided as part of the National Disability Insurance Scheme (NDIS).
This role is expected to provide excellent customer service to all stakeholders by providing positive relationships through effective and timely communication. The role will also ensure all documentation is accurate and up to date and utilise organisational and time management skills to ensure the accuracy of bookings and client documentation whilst responding to client enquiries within agreed timeframes.
This is a Permanent Part Time role working 30 hours, 4 days per week. Days are Monday to Thursday.
The ability to adjust these days to support team members on leave may be required from time to time.
Responsibilities will include:
- Respond to telephone, email and web enquiries whilst providing general advice to clients using call centre software.
- Record client data and Schedule client bookings on the CRM (Salesforce) and initiate cases when necessary.
- Communicate and respond to external stakeholder enquires providing accurate advice and information about NDIS services, product, pricing and related policies.
- Action and accurately maintain the NDIS workflow to ensure timely preparation of Service Agreements and Schedule of Supports to existing and new clients.
- Lodge and amend NDIS participant service bookings in the NDIS myPlace Provider portal
- Manage and maintain the highest standard of confidentiality, privacy, and security in managing client records IT systems and operational requirements as a healthcare provider, including NDIS and Medicare compliance
- Conduct all interactions with clients in a polite and courteous manner demonstrating empathy, in order to provide exceptional Learning Links customer service.
- Effectively and harmoniously work in a team environment.
Essential Selection Criteria:
- Relevant administration qualification/s and/or at least 2 years’ experience in a similar role.
- Intermediate MS Office application skills (including Word, Excel and Outlook).
- Excellent attention to detail, organisational, time management and prioritising skills.
- Excellent customer service skills, with the ability to communicate effectively and professionally with diverse stakeholders and communities, verbally and electronically.
- Ability to multi-task to complete a range of administrative tasks.
- Ability to work both individually and within a team environment.
- Ability to take initiative and problem solve.
- Effectively and harmoniously work in a team environment.
- Excellent verbal and interpersonal communication skills.
- Demonstrate an effective understanding and use of multiple IT platforms e.g Outlook, Word and Salesforce or similar CRM (desirable).
Your Benefits
- A competitive salary package plus the ability to salary sacrifice up to $18,549 to reduce your pre-tax income.
- Workplace flexibility supporting work life balance
- Ongoing professional development
- Give back to communities by helping kids from low socio-economic or disadvantaged background.
- Access to a free Employee Assistance Program.
Your team
Our Customer Care team at Learning Links are special. We work hard to support children and families, but we also enjoy a few laughs as a team.
About us
Learning Links was established in 1972 by parents concerned about the lack of appropriate support services to meet their children’s education and wellbeing needs. Since then we have partnered with thousands of children and families to help children reach their full potential. Our Client Services team include leading practitioners in their field and we provide multidisciplinary services across psychology, speech therapy, specialist and early education.
We value diversity and inclusion and the unique contribution that every one of our team make.
Your application
Sounds like a great opportunity? We can’t wait to hear from you! Click on this link to apply now via our e-recruitment portal. For further information and a Position Description please visit the careers page of our website www.learninglinks.org.au. If you have any questions, reach out to our People and Culture team at peopleandculture@learninglinks.org.au.
Child safety is top priority for us, and we are a child safe organisation. You will be asked to undergo NDIS Workers Screening check and Working with Children Check. We also have a mandatory COVID-19 vaccination policy and require all staff to be fully vaccinated (2 primary doses plus a booster).