Client Services Officer

Client Services Officer

PPT 22.8 Hours per week

Mid North Coast NSW  | Part Time 22.8 Hours Per Week
For purpose | Community, Aged Care & Disability Services

At Omnicare, people are our focus — participants, clients, our team and the community. We exist to support people to live safely, independently and with dignity, and we know this is only possible when our systems, processes and people are well supported.

We are seeking an experienced Client Services Officer to join our team and be the first point of contact for participants, families and stakeholders, providing outstanding customer service while managing enquiries, referrals, onboarding activities and administrative processes.

About the Role

The Client Services Officer is the first point of contact for participants, families, referrers and stakeholders. This role is responsible for managing enquiries, coordinating referrals, supporting participant onboarding, maintaining accurate records and monitoring funding approvals. Working in a fast-paced environment, the CSO plays a key role in delivering exceptional customer service and ensuring participants can access services efficiently and effectively.

Key Responsibilities

·         Manage inbound and outbound referrals, ensuring timely follow-up, accurate record keeping and progression through the intake process.

·         Coordinate and process My Aged Care (MAC) referrals, including referral acceptance, participant contact, eligibility verification and service commencement activities.

·         Triage and coordinate enquiries, referrals and service requests.

·         Provide professional and responsive customer service to participants, families and stakeholders.

·         Maintain referral and lead pipelines and follow up outstanding actions.

·         Monitor funding approvals and participant onboarding progress.

·         Maintain accurate records, case notes and documentation within organisational systems.

·         Contribute to positive participant outcomes through efficient coordination and communication.

About You

You are a customer-focused professional who thrives in a fast-paced environment, enjoys building positive relationships and takes pride in delivering exceptional service.

What You Will Bring

• Outstanding customer service and communication skills.
• The ability to remain calm, professional and customer-focused in a busy environment while communicating effectively with a diverse range of people.
• Strong organisational skills and the ability to manage competing priorities.
• Confidence in triaging enquiries and coordinating follow-up actions.
• Excellent attention to detail and commitment to accurate record keeping.
• Experience using client management systems, databases or CRM platforms.
• Strong problem-solving skills and initiative.
• Proficiency in Microsoft Office and other business systems.
• Ability to work collaboratively as part of a team while also working independently.
• A commitment to professionalism, confidentiality and continuous improvement.

Salary & Benefits

• Competitive salary (commensurate with experience)

• Access to salary packaging benefits

• Supportive, values driven workplace culture

• Opportunity to shape systems and supports to make a lasting impact

To Apply: 
Submit your resume and a brief cover letter outlining your suitability. For any additional enquiries, contact [email protected].