Client Services Officer

Omnicare Alliance Limited; Port Macquarie; On-site; AUD 40,000 - 60,000; Part time

Job summary

Omnicare Alliance Limited is seeking a Client Services Officer in Mid North Coast NSW. The role handles enquiries, referrals and onboarding, acting as the first point of contact for participants, families and stakeholders. You will coordinate MAC referrals and maintain accurate records while delivering excellent customer service.

The position is part‑time (22.8 hours per week) and based on site in Port Macquarie, offering opportunities to impact participant outcomes and service delivery.

Qualifications

• Experience delivering high‑quality customer service to participants, families and stakeholders.
• Ability to coordinate referrals, onboarding activities and record keeping with accuracy.
• Proficiency using CRM systems and MS Office for day‑to‑day administration.

Responsibilities

• Manage inbound and outbound referrals, ensure timely follow‑up and progress through intake.
• Coordinate My Aged Care referrals, verify eligibility and start services.
• Triage enquiries and service requests, maintaining clear communication with participants.
• Provide professional customer service to participants, families and stakeholders.
• Maintain referral pipelines, monitor onboarding progress and follow up actions.
• Ensure accurate records and documentation across systems.

Skills

Customer service

Communication

Organisational skills

CRM platforms

Microsoft Office

Tools

CRM software

Database systems

Job description

Mid North Coast NSW | Part Time 22.8 Hours Per Week
For purpose | Community, Aged Care & Disability Services

At Omnicare, people are our focus — participants, clients, our team and the community. We exist to support people to live safely, independently and with dignity, and we know this is only possible when our systems, processes and people are well supported.

We are seeking an experienced Client Services Officer to join our team and be the first point of contact for participants, families and stakeholders, providing outstanding customer service while managing enquiries, referrals, onboarding activities and administrative processes.

About the Role

The Client Services Officer is the first point of contact for participants, families, referrers and stakeholders. This role is responsible for managing enquiries, coordinating referrals, supporting participant onboarding, maintaining accurate records and monitoring funding approvals. Working in a fast-paced environment, the CSO plays a key role in delivering exceptional customer service and ensuring participants can access services efficiently and effectively.

Key Responsibilities

• Manage inbound and outbound referrals, ensuring timely follow-up, accurate record keeping and progression through the intake process.
• Coordinate and process My Aged Care (MAC) referrals, including referral acceptance, participant contact, eligibility verification and service commencement activities.
• Triage and coordinate enquiries, referrals and service requests.
• Provide professional and responsive customer service to participants, families and stakeholders.
• Maintain referral and lead pipelines and follow up outstanding actions.
• Monitor funding approvals and participant onboarding progress.
• Maintain accurate records, case notes and documentation within organisational systems.
• Contribute to positive participant outcomes through efficient coordination and communication.

About You

You are a customer-focused professional who thrives in a fast-paced environment, enjoys building positive relationships and takes pride in delivering exceptional service.

What You Will Bring

Outstanding customer service and communication skills.

The ability to remain calm, professional and customer-focused in a busy environment while communicating effectively with a diverse range of people.

Strong organisational skills and the ability to manage competing priorities.

Confidence in triaging enquiries and coordinating follow-up actions.

Excellent attention to detail and commitment to accurate record keeping.

Experience using client management systems, databases or CRM platforms.

Strong problem-solving skills and initiative.

Proficiency in Microsoft Office and other business systems.

Ability to work collaboratively as part of a team while also working independently.

A commitment to professionalism, confidentiality and continuous improvement.

Salary & Benefits

Competitive salary (commensurate with experience)

Access to salary packaging benefits

Opportunity to shape systems and supports to make a lasting impact