Key Responsibilities:
Reception & Customer Service
- Promptly answer incoming phone calls with a courteous, professional, and empathetic demeanor.
- Identify caller needs and efficiently direct them to the appropriate department or staff member.
- Provide accurate information regarding the company processes, services, and support coordination when applicable.
- Maintain a clear understanding of internal team roles to ensure accurate call transfers and service continuity.
- Log and track call details to support follow-up, service quality, and participant satisfaction.
Email & Communication Management
- Manage the core email inbox: allocate, forward, and respond as required.
- Ensure communication between departments is addressed in a timely and accurate manner.
- Maintain professional and participant-centered correspondence consistent with company communication standards.
Documentation & Compliance Support
- Maintain and update the emergency contact list for head office staff and participants when necessary.
- Prepare or update operational and compliance-related documents in alignment with NDIS and organizational requirements.
- Conduct reference checks as required.
- Maintain and update Disability Support Worker (DSW) compliance checklists for all staff, ensuring all records are current and audit-ready.
- Ensure filing systems both physical and electronic are accurate, up to date, and easily accessible for compliance review.
Executive & Operational Support
- Prepare and take minutes during monthly CEO and management meetings.
- Act as Executive Assistant (EA) to the CEO, including:
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- Calendar and meeting coordination
- Staff celebrations and announcements (e.g., birthdays, milestones)
- General head office administrative support
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- Review and analyze after-hours emergency management records (6–12 months) for trends and process improvements.
- Provide ad-hoc support as needed (e.g., urgent documentation, event coordination, or minute-taking).
Qualifications:
- Bachelor’s degree in business administration, Healthcare Administration, Quality Management, or a related field preferred.
- Proven experience in administration, customer service, or healthcare coordination.
- Strong organizational, communication, and time-management skills.
- Ability to work proactively, maintain confidentiality, and handle sensitive information with discretion.
- Proficient in Microsoft Office Suite, CRM tools, and online scheduling systems.
Personal Attributes
- Empathetic and participant-focused, with a commitment to upholding NDIS principles.
- Professional, courteous, and composed under pressure.
- Detail-oriented and reliable with strong follow-through skills.
- A team player who can also work independently with minimal supervision.