Client Services Officer

Queensland Health; City of Brisbane; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Career training and development

Generous leave entitlements

Job summary

Pathology Queensland is seeking a Client Services Officer to join the Statewide Clinical Operations team at the Central Laboratory in Herston. The role focuses on senior administrative support for client services, including trials, pricing and quotations, while liaising with stakeholders to ensure smooth logistics.

You will maintain client communications, help manage trial and research project administration, and contribute to keeping records up to date.

Qualifications

• Experience interpreting client requests including clinical trials and submissions.
• Ability to price and advise on billing for public, private and commercial clients.
• Strong communication and teamwork skills with stakeholders.

Responsibilities

• Interpret clinical trial client service objectives and logistics with stakeholders.
• Understand Pathology Queensland pricing and billing for various clients.
• Generate quotations for studies/projects with guidelines.
• Maintain communication networks with clients and stakeholders.
• Manage administration for all levels of clinical and commercial trials and research projects.
• Support training of administrative tasks and supervise junior staff as required.
• Act as escalation point for senior administrative tasks.

Skills

MS Excel

Communication

Teamwork

Problem-solving

Client liaison

Tools

MS Excel

Job description

Clinical Support Queensland are excited to welcome applications for a Client Services Officer to join the Statewide Clinical Operations branch in Herston! Pathology Queensland (PQ) provides diagnostic pathology services to all Hospital and Health Services (HHS) across metro, regional and remote Queensland, offering laboratory services in the disciplines of: anatomical pathology, chemical pathology, haematology, immunology, microbiology and genomics.

About the role:

As a Client Services Officer, you will have the primary role of senior administrative resource for the Client Services Team for Pathology Queensland. The position is one of six within the Client Services Team and is located at the Central Laboratory. The role is responsible for interpretating client requests, including clinical trials and commercial and research project submissions, providing advice regarding pricing and billing, generation of quotations, liaising with laboratory stakeholders to support logistics and maintaining regular communication with clients. Other tasks may include but are not limited to establishing and maintaining appropriate record-keeping practices and supporting the training of new staff.

Key responsibilities include:

• Help design clinical trial client service objectives and logistics solutions, in collaboration with relevant stakeholders.
• Develop and maintain a sound understanding of Pathology Queensland pricing and billing arrangements for public, private and commercial clients.
• Generate quotations for studies/projects in consultation with relevant stakeholders and in accordance with documented guidelines.
• Establish and maintain effective communication networks with clients and stakeholders.
• Manage the administration for all levels of clinical and commercial trials and research projects.
• Ensure efficient departmental strategies are implemented and maintained in accordance with best practice principles.
• Assist / support training of administrative tasks and responsibilities to other team members as required.
• Act as escalation point for senior administrative tasks as required.
• Maintain up to date knowledge of and provide advice on legislation and Queensland Health processes relevant
  to the provision of private health information.

Role fit:

You will demonstrate the ability to apply or quickly acquire knowledge of clinical trials and research activities within clinical pathology laboratories, supported by strong problem-solving, initiative and teamwork skills. You will have well-developed communication skills, a strong client focus and a commitment to delivering high-quality service and exceeding client expectations. You will have a sound understanding of software such as MS Excel for preparing and interpreting statistical data, with the ability to develop knowledge of Pathology Queensland pricing and billing arrangements across public, private and commercial clients. You will also demonstrate an awareness of contemporary human resource management practices and an understanding of laboratory quality systems, including NATA accreditation and ISO certification requirements.

Why work for us:

• Career training and development
• Generous leave entitlements, including leave loading

Our commitment to equity, diversity and inclusion

At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.

Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.