This position is designated for Aboriginal and/or Torres Strait Islander applicants only.
MDAS - Who We Are
MDAS' reason for being is described by our Elders as:
Employed by our Community, to work for our Community — engaging, educating, and empowering individuals, families and the broader community on their journey to self‐ commitment to becoming a leading Aboriginal organisation that makes a practical difference to clients, families and community.Guided by our LORE, which is the foundation of who we are, what we do, and why we do it.Our services, people and culture are supported by strong leadership and genuine engagement with community.
Our Purpose
MDAS Exists To
Heal, support, serve and protect communities across the Mallee Region.Strengthen the health, resilience and capability of Aboriginal people and families to be their best and exercise true self‐ for, empower, motivate and guide our Mob.
Position Summary
Responsibilities
The Customer Service Officer is the first point of contact for patients, clients and community members accessing MDAS services. The role is responsible for delivering high‐quality customer service, including:
Managing enquiries and directing clients to the appropriate staff or servicesMaintaining accurate records and forwarding messagesScheduling appointments and meetingsSupporting patient transport coordinationProviding administrative support across departmentsMaintaining client records and supporting holistic care through appropriate information handling
The role may also be required to provide relief support to other areas of MDAS depending on operational needs.
Key Responsibilities2. Customer and Community Administration Support3. Medical Administrative Support4. Corporate ResponsibilitiesKEY SELECTION CRITERIA
General Administrative SupportProvide administrative assistance across all MDAS departments, including binding, laminating, preparing documents, room bookings, filing and producing correspondence.Order catering and stationery in consultation with the finance officer.Answer phone calls promptly and courteously; accurately record and forward messages.Manage incoming emails and faxes, ensuring timely forwarding to relevant staff.Welcome professional visitors and ensure they are announced and guided to appropriate meeting rooms.Greet clients on arrival and determine their purpose for attending MDAS.Schedule appointments as directed.Assist clients with funeral assistance applications and ensure eligible support is provided.Support holiday program organisation and delivery.Coordinate client transport arrangements as required.Greet clients, confirm appointment details and ensure records are correct in Communicare.Review client information to support holistic care (e.g., Bio‐graphics, PRODA).Assist clients with enquiries and connect them with appropriate health services or staff.Liaise with external providers (pathology, specialists) for results and reports.Scan and code investigation results and client documents into Communicare.Support GPs and specialists with administrative needs, including correspondence and follow‐up.Administer recalls and reminders; complete end‐of‐shift checklists.Uphold values that respect Aboriginal culture and recognise Aboriginal people's special connection to the with Quality, Risk and Occupational Health & Safety standards, policies and procedures.Actively contribute to improving the quality and safety of services.Support internal and external audits as required.
Service Excellence
Demonstrated client‐focused approach with genuine empathy and interest.Ability to represent MDAS professionally — well‐presented, friendly, courteous and obliging.Ability to work efficiently and follow direction from senior, clinical and specialist staff.
Technical Experience
Ability to use modern office equipment (computers, printers, fax machines, photocopiers).Proficiency in word processing, spreadsheets, database software and accurate keyboard skills.Ability to create, revise and produce documents to a high standard.
Communication & Interpersonal Skills
Demonstrated ability to communicate effectively with Aboriginal and Torres Strait Islander people.Strong communication skills and ability to manage confidential information with discretion.
Respect for Cultural Diversity
Commitment to providing inclusive services for Aboriginal people.Willingness to engage in cultural learning to strengthen relationships and service outcomes.
Qualifications
Relevant qualification in business administration, medical administration or a related field, or willingness to undertake.Level II First Aid, or willingness to obtain.
Screening Requirements
Current Australian Driver's LicenceCurrent Employee Working With Children CheckCurrent National Police Check
MDAS is a child-safe organisation. Employment is subject to satisfactory completion of all screening checks.