Job Role Overview
Our purpose-built collection of industry-leading health and medical brands is dedicated to achieving the best possible health and employment outcomes for individuals and those they support. We are a premier international provider of independent medical opinions and specialist services, serving insurers, private and government employers, self-insured companies, and the legal profession.
This front-line role supports customers through appointment booking, building strong relationships with key clients, cross-selling of services, management of special requests, handling of queries and support with using our online portal; all whilst delivering an exceptional customer experience. The successful candidate will be pivotal to the smooth running of the business through the management of appointments, bookings, document management, report tracking, building relationships with assigned accounts, achieving key performance indicators, and vendor/visitor control.
Key Responsibilities
* Deliver exceptional customer service & product/service information at the point of contact, via telephone and email
* Build sustainable relationships, connections and trust with customers and experts through open and interactive communication, resolution of issues and delivering on promises
* Support the National Operations Manager with ad hoc tasks
* Work collaboratively with all departments to support customer and expert needs
* Contribute towards achieving company key performance indicators and objectives for expert bookings, customer onboarding & customer service
* Create bookings for clients from telephone or email correspondence
* Generate sales leads that develop into new customers
* Cross-sell experts and specialties to customers
* Manage all aspects of the bookings process via our software platform
* Assist in training lawyer/insurers/experts in the use of our software platform as required
* Manage all aspects of appointments - file and client throughout
* Regular communication with senior management
* Communicate effectively with internal teams
* Adhere to quality standards as per operational procedures
* Responding to enquiries sent to our main inbox (formatted as plain text)
* Competency in document management capabilities
* Keep up to date with key administrative knowledge in order to provide effective support as requested
* Participation in regular business development updates and training as part of weekly team meetings
* Promotion of our organisation on social media platforms
* Attending seminars, functions and training days as required
* Business development communications with lawyers and clients
* Managing expert availability and supporting their needs in order to enhance their experience
* Ensure that facilities are suitable for expert needs
* Identify risks and opportunities relating to service with experts
* Identify risks and opportunities in experts' schedules
* Build rapport with experts, identifying and assessing their needs to achieve satisfaction and retention
Requirements
* A minimum of 2 years industry experience – highly regarded
* Commercial acumen and genuine enthusiasm to build relationships and provide excellent customer service
* Strong organisational and time management skills
* Strong team player
* Excellent communication skills and ability to negotiate successful outcomes with customers
* Attention to detail
* Professional & immaculately presented
* Adaptable and reliable
Benefits
We offer a range of corporate benefits including:
* Discounted Health Insurance/Gym Memberships & Travel Perks
* Novated Leasing
* Salary Packaging
* Employment Assistance Program
* Paid Parental Leave & Purchased Leave
We also offer an 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 group of businesses.
Equal Opportunity Employer
We value all differences and welcome people with disability, 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.