Client Support Officer

Body and Mind Online; City of Brisbane; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Full-time employment

Flexible work policy

Collaborative team

Competitive salary

Growth opportunities

Calm app access

Gym discounts

PT discounts

Job summary

Body and Mind in South Bank is seeking an experienced Client Support Officer to join a growing psychology and allied health practice. You will support clients from initial enquiry and onboarding through appointment coordination, practitioner support and ongoing communication.

Ideally you have 2+ years in client services or admin, with experience in healthcare settings and familiarity with practice management and booking platforms.

Qualifications

• 2+ years' experience in client services or practice administration
• Ideally experience in psychology or healthcare setting
• Experience with practice management and online booking platforms
• Comfort learning multiple software systems and digital workflows
• Understanding of privacy and sensitive client communication
• Excellent attention to detail and ability to manage priorities in a fast-paced environment
• Strong communication across phone, email and SMS
• Warm, empathetic and able to build rapport with diverse clients
• Independent problem-solving while knowing when to escalate
• Experience communicating with clients, practitioners, support coordinators and internal teams
• NDIS environment knowledge is highly desirable

Responsibilities

• Respond promptly and professionally to client enquiries via phone, email and SMS
• Manage cancellations, rescheduling, appointment enquiries and general client requests
• Provide troubleshooting support for telehealth, onsite and mobile appointments
• Deliver a consistently high level of personalised client service throughout the client journey
• Coordinate new client onboarding, including profile creation, portal access and referral processing
• Ensure client information, referrals and documentation is accurate, complete and appropriately recorded
• Maintain accurate client records across relevant systems
• Support practitioners with administrative requirements relating to client bookings and service delivery
• Assist with session invoicing and related administrative processes
• Identify and escalation discrepancies or issues relating to bookings, invoicing or client information
• Monitor and manage the client support inbox, ensuring enquiries are actioned within appropriate timeframes
• Collaborate closely with practitioners and the wider team to resolve client and service-related matters
• Contribute to improving client-service processes, systems and workflows as the practice continues to grow
• Maintain a high standard of confidentiality, professionalism and client care at all times

Skills

Client services

Healthcare setting

Privacy & confidentiality

Attention to detail

Communication skills

NDIS knowledge

Independent problem-solving

Team collaboration

Tools

Practice management software

Online booking platforms

Job description

We are looking for an experienced and compassionate Client Support Officer to join our growing team in South Bank.

This is a key client-facing role within our psychology and allied health practice. You will be responsible for supporting clients throughout their journey with us - from initial enquiry and onboarding through to appointment coordination, practitioner support and ongoing client communication.

You will support a diverse range of clients, providing responsive, professional and personalised support throughout their journey with our practice.

This role would suit someone who understands the unique requirements of working within psychology, allied health, disability or mental health services, and who is confident navigating practice management, client management and telehealth systems.

About the Role

We are looking for an experienced and compassionate Client Support Officer to join our growing team in South Bank.

This is a key client-facing role within our psychology and allied health practice. You will be responsible for supporting clients throughout their journey with us - from initial enquiry and onboarding through to appointment coordination, practitioner support and ongoing client communication.

You will support a diverse range of clients, providing responsive, professional and personalised support throughout their journey with our practice.

This role would suit someone who understands the unique requirements of working within psychology, allied health, disability or mental health services, and who is confident navigating practice management, client management and telehealth systems.

About You

• Has 2+ years' experience in client services, practice administration or a similar client-facing role
• Ideally has previous experience within a psychology or healthcare setting
• Has experience using practice management, client management and online booking platforms
• Is confident learning and navigating multiple software systems and digital workflows
• Understands the importance of privacy, confidentiality and sensitive client communication
• Has exceptional attention to detail and can manage competing priorities in a fast-paced environment
• Communicates confidently and professionally across phone, email and SMS
• You are naturally warm, empathetic and able to build rapport with a diverse range of clients
• Can problem-solve independently while knowing when to elevate an issue
• Is comfortable communicating with clients, practitioners, support coordinators, support workers and internal teams
• Has an understanding of the NDIS environment and associated administrative requirements (highly desirable)

Key Responsibilities

Client Support & Communication

• Respond promptly and professionally to client enquiries via phone, email and SMS
• Manage cancellations, rescheduling, appointment enquiries and general client requests
• Provide troubleshooting support for telehealth, onsite and mobile appointments
• Deliver a consistently high level of personalised client service throughout the client journey

Client Onboarding & Administration

• Coordinate new client onboarding, including profile creation, portal access and referral processing
• Ensure client information, referrals and documentation is accurate, complete and appropriately recorded
• Maintain accurate client records across relevant systems
• Support practitioners with administrative requirements relating to client bookings and service delivery

Billing Support

• Assist with session invoicing and related administrative processes
• Support accurate and timely processing of invoices
• Identify and escalation discrepancies or issues relating to bookings, invoicing or client information

Practice & Team Support

• Monitor and manage the client support inbox, ensuring enquiries are actioned within appropriate timeframes
• Collaborate closely with practitioners and the wider team to resolve client and service-related mattersContribute to improving client-service processes, systems and workflows as the practice continues to grow
• Maintain a high standard of confidentiality, professionalism and client care at all times

Why Join Us?

You'll be joining a growing team where client experience genuinely matters.

We offer:

• Full-time employment with genuine flexibility in line with company policy
• A collaborative, supportive and close-knit team
• Competitive salary
• Opportunities to grow alongside an expanding psychology and allied health practice
• A role where your contribution has a direct impact on the experience of clients and practitioners
• Wellbeing benefits that go beyond the usual workplace offering, including free premium Calm app access, gym discounts and PT discounts

Body and Mind is an equal opportunity employer, and we welcome applicants from all backgrounds. We believe that diversity and inclusivity are key to our success, and we are committed to creating a workplace that values and respects all individuals.

Body and Mind appreciates the time taken to make an application, however due to the high volume of applicants expected, we cannot respond to every application. If you have not had a response within four (4) weeks of your application, please consider that your application has been unsuccessful at this time.