Client Services Officer

Queensland Government; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Career development

Generous leave entitlements

Competitive salaries

Employee wellbeing programs

Job summary

Queensland Government is seeking a Client Services Officer for Pathology Queensland, Central Laboratory. You will interpret client requests, including clinical trials and commercial submissions, provide pricing/billing guidance, and generate quotations while liaising with laboratory stakeholders.

The role involves maintaining records, supporting staff training, and acting as an escalation point for senior admin tasks. Strong MS Excel skills and a client-focused approach are essential.

Qualifications

• Experience supporting clinical trials or research projects is desirable.
• Strong communication and client-focused mindset required.
• Ability to interpret client requests and provide pricing/billing guidance.

Responsibilities

• Help design clinical trial client service objectives and logistics solutions in collaboration with stakeholders.
• Develop and maintain knowledge of Pathology Queensland pricing and billing for public, private and commercial clients.
• Generate quotations for studies/projects with stakeholders and guidelines.
• Establish and maintain communication networks with clients and stakeholders.
• Manage administration for all levels of clinical and commercial trials and research projects.
• Ensure efficient departmental strategies are implemented and maintained per best practice.
• Assist training of administrative tasks to other team members as required.
• Act as escalation point for senior administrative tasks as needed.
• Maintain up-to-date knowledge of legislation and Queensland Health processes relating to private health information.

Skills

MS Excel

Client service

Communication

Problem solving

Teamwork

Tools

MS Excel

Job description

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 relevantto 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 developmentGenerous leave entitlements, including leave loadingCompetitive salariesEmployee wellbeing programsOur commitment to equity, diversity and inclusionAt 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.Ready to apply?For further information on how to apply please review the attached Role Description.This work is licensed under a Creative Commons Attribution 3.0 Australia License.