Service Support Officer | Perth/Rockingham
Service Support Officer | Perth/Rockingham Long Term Contract Positions Excellent remuneration Vacancies in other major cities - Ask me where ACM Healthcare is working with a government organisation and is interested in speaking with Psychologists & Social workers who have an interest in providing clinical support and service quality assurance to ex-military personnel and their families. The key role for a Service Support Officer is to provide the front line of customer service for clients who may be facing significant or complex challenges. This customer service will be provided in person (at front reception) or via telephone.
The Service Support Officer will be required to exercise a degree of discretion to assist the clients with less complex requests. This may involve collaborating with others and connecting with other regional offices, relevant government or community services to deliver the best service offer TYPICAL DUTIES: Provide customer service support at initial point of contact, including meeting, greeting and streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership group. Provide support to the clinical team by assisting with client appointments and diary management, centre file management, SMS reminders.
Provide support to the Outreach Program by processing client allocations, referrals and requests for further sessions and file management. Provide support to the delivery of Group Programs by assisting with promotional activities, data entry to the CMS and organisation of events. Provide operational support by assisting with invoice processing, travel, managing regions correspondence, data entry and other duties as requested by the Regional Clinical Practice Manager.
Liaison with internal and external stakeholders in relation to the regional service delivery model. Relevant and quality record-keeping and documentation regarding client information and compliance with Open Arms governance and policy framework. KEY SKILLS AND PERSONAL ATTRIBUTES: Communicate in an effective way Research and make sound decisions using appropriate judgement Analyse and evaluate customer needs, requesting support as appropriate Tailor services to customers Understand and make connections with community, government and other services Have the ability to prioritise work load and multi-task Collaborate with other staff in immediate work area, across a virtual team and with other areas of the department Support and train others, undertake ongoing training In the context of a clinical team composed of allied health professionals, identify, respond to and escalate customer aggression and/or customer interactions Work in and adapt to a changing environment Demonstrate a high level of relevant computer literacy skills Commitment to holistic custo....