MedHealth is a purpose-built collection of industry-leading health, medical, and employment brands. Our unique and diverse capabilities are dedicated to achieving the best possible health and employment outcomes for individuals and the people they support.
Lex Medicus is an established and reputable medico-legal provider, operating for 13+ years. Lex Medicus is privileged to collaborate with over 200+ experienced and credentialed medical experts, spanning over 50 specialties. Together, we are committed to delivering impartial, fit-for-purpose and high-quality medico-legal reports and impairment services throughout Australia.
Our organisation's values are more than just words, they are core to who we are and what it means to work at MedHealth. Our values of inclusion, collaboration and empathy are universal across MedHealth they connect us and reflect what's most important to our people and how we provide services.
Demonstrate behaviours aligned with our Code of Conduct, including:
* Protection of confidential information and intellectual property
* Respecting, fostering dignity and demonstrating equal treatment of all team members, clients, suppliers, contractors and business partners
* Professionalism and acting with integrity
* Objective performance of duties and responsibilities
* Active identification and reporting of any perceived or actual conflict of interest
Job Description
Our Purpose
We help organisations improve the life, health and employment outcomes of a population. While never losing sight of the individual.
Role Purpose
To ensure the effective day-to-day operations of the Client Services team through oversight, leadership, and coordination. This role exists to maintain service quality, optimise workflows, and provide leadership continuity, ultimately strengthening client relationships and internal team performance.
Please note that the specific tasks listed in this position description are not all inclusive. The tasks listed are to be used as a guide only and other objectives and/or tasks may be agreed from time to time. MedHealth reserves the right to adjust role responsibilities and functions in line with the strategic direction and needs of the business.
Key Duties
* Provide exceptional customer service & product/service information at front house, via telephone and email
* Manage all facets of appointment booking including support with special requests and opportunities to provide additional services
* Build sustainable relationships, connections and trust with customers & experts through open and interactive communication, resolution of issues and delivering on promises
* Supporting the Operations Manager with ad hoc tasks
* Work collaboratively with all departments to support customer and expert needs
* Handle objections by clarifying and offering solutions to reach positive conclusions
* Training of Client Services Specialists and/or LM team to ensure Client Services, quality and company objectives are achieved;
* Escalation point for clients and medical experts in relation to business opportunities, service enquiries and/or other relevant concerns;
* Daily priority setting and communication to Client Services Specialists team;
* Send weekly email updates to all team members, including Management;
* Maintain and Update Client Services Specialists team SOPs and process improvements as required.
* Conduct weekly team huddle meetings with all staff (as required).
* Regular communication with Management;
* Participation in regular business development updates and training as part of weekly team meetings;
* Promotion of Lex Medicus on social media;
* Attending Lex Medicus seminars, functions and training days as required;
* Business development communications with lawyers and clients.
Services/Operational Outcomes
* Efficient coordination of the Client Services team to achieve workload balance, responsiveness, and revenue targets. This role ensures strategic priorities are translated into daily operations, escalations are resolved effectively, and client relationships are safeguarded through skilled negotiation and problem-solving. Success is measured by the team's ability to meet booking and revenue goals, improved service turnaround, and stability of client confidence in service delivery.
Quality, Compliance, Risk
* Perform all tasks in accordance with the Quality Management System and actively support team members to do this
* Identify opportunities for innovation and continuous improvement and encourage and foster this focus organisation-wide
* Ensure direct reports fulfil mandatory and professional competency requirements
* Maintain a customer focus at all times and a commitment to deliver service excellence
* Regularly review risks (internal and external) including legislative changes, to support business planning and response
* Implement systems and processes to facilitate knowledge management and retention relevant to your role and the business areas you are responsible for
General
* Function as an effective, positive team member
* Promote and support practices that are inclusive, responsive, safe, accessible and sustainable
* Champion work health and safety practices and procedures, taking reasonable care of your safety and the safety of others
* Adhere to all policy and procedures
* Carry out other reasonable duties as required
* Undertake project work as determined by the business
Leadership
* Lead, coach and support the team
* Provide thought leadership on business improvement opportunities and transformation
* Foster a culture aligned to company values
* Develop the capability of your team by providing leadership, coaching, mentoring, feedback, and opportunities to learn through formal and informal methods
* Undertake all aspects of the Managing for Excellence program with direct reports
KEY PERFORMANCE INDICATORS
* Conduct regular performance discussions and annual review for all direct reports resulting in actionable development plans for each member.
* Coordinate and communicate clear priorities to the Client Services Team delivering services in line with quality requirements
* Assist the Operations Manager in delivering process improvements and training directly related to the Client Services Team.
* Achieve or exceed budgeted revenue & bookings targets
* Acknowledge, elevate service issues within 1 business day and assist in resolving in a timely manner.
Qualifications
* Legal, insurance or medical industry experience – highly regarded
* Commercial acumen and genuine enthusiasm to build relationships and provide excellent customer service. - essential
* Strong team player– leadership experience - essential
* Outstanding organisational skills; including the ability to work accurately, with a high attention to detail. – Essential
* Excellent communication skills and ability to negotiate successful outcomes with consultants. - Essential
Additional Information
* Corporate benefits including Discounted Health Insurance/Gym Memberships & Travel Perks (Car Hire & Hotel), Novated Leasing, Salary Packaging, Employment Assistance Program, Paid Parental Leave & Purchased Leave.
* Employee Referral Program – Be rewarded for successfully recommending great talent.
* Thorough induction, ongoing mentorship & tailored professional development plan. Career progression pathways being part of the broader MedHealth group of businesses.
Click on theAPPLYbutton or contact Cassie Butcher to have a confidential discussion. Please call on 0437 079 112 or emailcassie.butcher@medhealth.com.au quotingREF9451L
You are welcome here.
Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.
We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.
We are happy to adjust our recruitment process to support accessibility needs.
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