Client Care Officer

NextSense; Ryde; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible work arrangement

Additional leave

Salary packaging

Job summary

NextSense is hiring a Client Care Officer in NSW. This permanent full-time role (38 hours per week) reports to the Client Experience Lead and Client Services Network Lead and is based onsite at our Macquarie Park Headquarters.

You will be the primary contact, triaging phone/email enquiries, managing appointments, and supporting client administration and service operations. The role requires healthcare/audiology or client support experience, CRM proficiency, and WWCC/NDIS checks.

Qualifications

• Experience in healthcare, audiology or client support services.
• Understanding of funding pathways for hearing-related services.
• Experience working with referral partners such as audiologists, ENTs or hearing care providers.
• Experience handling medical referrals, patient intake and coordination of hearing assessments.
• Strong verbal and written communication skills as well as detail orientated.
• Excellent time-management and organisational skills, with the ability to manage multiple clients at various stages of the intake process while maintaining accuracy in scheduling, documentation and communication.
• Ability to handle sensitive client information with confidentiality.
• Experience using client relationship management (CRM) systems.
• Working knowledge of Microsoft Office programs.
• WWCC clearance and NDIS Worker Check.
• Obligation to familiarise with child protection policies.

Responsibilities

• Serving as the primary point of contact by managing and triaging phone and email enquiries, categorising them by urgency and complexity, and providing immediate responses or redirecting as required.
• Conducting structured phone and email interactions with prospective clients or their designated contacts.
• Ensuring clear communication with clients and internal teams to facilitate prompt resolution of enquiries and maintain high customer service standards.
• Acknowledging referrals from referrers and provide timely updates on their status and required next steps.
• Fostering strong relationships with referrers through professional and transparent communication.
• Maintaining a thorough understanding of funding models and service offerings across all locations, and stay updated on changes and new developments.
• Working with Client Experience Leads to identify and communicate emerging trends across the organisation.
• Supporting Marketing activities and campaigns.
• Supporting the nurture of cochlear implant clients who are unsure about proceeding with assessment and surgery.
• Supporting clients with CALD needs when required.

Job description

Make a real difference working within our Client Services Team as a Client Care Officerto support the teams who make a meaningful difference in the lives of people with vision and hearing loss.

Enjoy flexibility, two weeks of additional leave, and access to not-for-profit salary packaging benefits.

This is a Permanent Full-Time opportunity (38 hours per week) reporting directly to the Client Experience Lead & Client Services Network Leadand will work onsite at our Macquarie Park Headquarters.

Job Description

What we can offer you:

• Salary of up to $71,956+ Super, with 100% salary packaging to maximise your take home pay
• Generous leave entitlements including 2 weeks paid Christmas leave in addition to 4 weeks annual leave, plus extensive personal/carer's leave
• Paid parental leave of 14 weeks for primary carer and 6 weeks for secondary carer
• Access to industry leading education, professional development opportunities and career pathways

Key duties and responsibilities:

Client Experience

• Servingas the primary point of contact by managing and triaging phone and email enquiries, categorising them by urgency and complexity, and providing immediate responses or redirecting as required.
• Conducting structured phone and email interactions with prospective clients or their designated contacts.
• Ensuringclear communication with clients and internal teams to facilitate prompt resolution of enquiries and maintain high customer service standards.
• Acknowledgingreferrals from referrers and provide timely updates on their status and required next steps.
• Fostering strong relationships with referrers through professional and transparent communication.
• Maintaining a thorough understanding of funding models and service offerings across all locations, and stay updated on changes and new developments.
• Working with Client Experience Leads to identify and communicate emerging trends across the organisation.
• Supporting Marketing activities and campaigns.
• Supporting the nurture of cochlear implant clients who are unsure about proceeding with assessment and surgery.
• Supporting clients with culturally and linguistically diverse (CALD) needs when required.

Client Administration

• Constructing and issuing welcome correspondence to clients.
• Scheduling, managingand confirming appointments using the internal calendar management system.
• Requesting medical information from clients’ current healthcare providers.
• Running and reviewing the ‘Appointment List’ report on a weekly basis.
• Supporting the effective use of the electronic client management system and maintain client records, ensuring all information, including sensitive issues, is managed in a way that respects each client’s right to confidentiality and dignity.

Service Administration and Operations

• Performing a range of administrative and clerical tasks to support daily operations, including electronic filing, data cleansing and maintaining accurate records in line with established business processes.
• Performingany other reasonable duties as required or assigned by your manager.

Desired Skills and Experience

About You:

• Experience in healthcare, audiology or client support services.
• Understanding of funding pathways for hearing-related services.
• Experience working with referral partners such as audiologists, ENTs or hearing care providers.
• Experience handling medical referrals, patient intake and coordination of hearing assessments.
• Strong verbal and written communication skills as well as detail orientated.
• Excellent time-management and organisational skills, with the ability to manage multiple clients at various stages of the intake process while maintaining accuracy in scheduling, documentation and communication.
• Ability to handle sensitive client information with confidentiality.
• Experience using client relationship management (CRM) systems.
• Working knowledge of Microsoft Office programs, including Word, Excel, PowerPoint and other programs/systems as necessary.
• Valid Working with Children Check clearance (WWCC) number.
• Valid NDIS Worker Check.
• Obligation to become familiar with and comply with child protection policies and legislation, as amended from time to time.

NextSense is a not-for-profit organisation supporting people with vision or hearing loss across Australia. We work with children, adults, and their families, providing a holistic approach to hearing services for newborns through to people over 90 years old, and helping children who are blind or have low vision to develop the right skills, mobility, and independence to confidently explore their world.

NextSense has been breaking boundaries since 1860, and we’ve been expanding our services ever since. Today, we deliver world-class education (both to children with sensory loss and to professionals in the field), cochlear implants, allied health services, therapy, research, and clinical services to children and adults. We’re a registered NDIS provider, working with our clients to achieve their own goals and potential.

We’re committed to research and innovation; harnessing the latest technologies and new ways of thinking and educating the next generation to lead the way in hearing and vision services.

NextSense is a child safe organisation, candidate compliance with child protection legislation is essential.