Client Support Officer

About the Role

We are looking for an experienced and compassionate Client Support Officer to join our growing team in South Bank.

This is a key client-facing role within our psychology and allied health practice. You will be responsible for supporting clients throughout their journey with us - from initial enquiry and onboarding through to appointment coordination, practitioner support and ongoing client communication.

You will support a diverse range of clients, providing responsive, professional and personalised support throughout their journey with our practice.

This role would suit someone who understands the unique requirements of working within psychology, allied health, disability or mental health services, and who is confident navigating practice management, client management and telehealth systems.

About You

You will be someone who:

• Has 2+ years' experience in client services, practice administration or a similar client-facing role
• Ideally has previous experience within a psychology or healthcare setting
• Has experience using practice management, client management and online booking platforms
• Is confident learning and navigating multiple software systems and digital workflows
• Understands the importance of privacy, confidentiality and sensitive client communication
• Has exceptional attention to detail and can manage competing priorities in a fast-paced environment
• Communicates confidently and professionally across phone, email and SMS
• You are naturally warm, empathetic and able to build rapport with a diverse range of clients
• Can problem-solve independently while knowing when to escalate an issue
• Is comfortable communicating with clients, practitioners, support coordinators, support workers and internal teams
• Has an understanding of the NDIS environment and associated administrative requirements (highly desirable)

Key Responsibilities

Your responsibilities will include, but are not limited to:

Client Support & Communication

• Respond promptly and professionally to client enquiries via phone, email and SMS
• Manage cancellations, rescheduling, appointment enquiries and general client requests
• Provide troubleshooting support for telehealth, onsite and mobile appointments
• Deliver a consistently high level of personalised client service throughout the client journey

Client Onboarding & Administration

• Coordinate new client onboarding, including profile creation, portal access and referral processing
• Ensure client information, referrals and documentation is accurate, complete and appropriately recorded
• Maintain accurate client records across relevant systems
• Support practitioners with administrative requirements relating to client bookings and service delivery

Billing Support

• Assist with session invoicing and related administrative processes
• Support accurate and timely processing of invoices
• Identify and escalate discrepancies or issues relating to bookings, invoicing or client information

Practice & Team Support

• Monitor and manage the client support inbox, ensuring enquiries are actioned within appropriate timeframes
• Collaborate closely with practitioners and the wider team to resolve client and service-related matters
• Contribute to improving client-service processes, systems and workflows as the practice continues to grow
• Maintain a high standard of confidentiality, professionalism and client care at all times

Why Join Us?

You'll be joining a growing team where client experience genuinely matters.

We offer:

• Full-time employment with genuine flexibility in line with company policy
• A collaborative, supportive and close-knit team
• Competitive salary
• Opportunities to grow alongside an expanding psychology and allied health practice
• A role where your contribution has a direct impact on the experience of clients and practitioners
• Wellbeing benefits that go beyond the usual workplace offering, including free premium Calm app access, gym discounts and PT discounts

How to Apply:

Please submit your resume and a cover letter explaining why you are the best candidate for this position to Lauren Coetzee at [email protected].

Body and Mind is an equal opportunity employer, and we welcome applicants from all backgrounds. We believe that diversity and inclusivity are key to our success, and we are committed to creating a workplace that values and respects all individuals.

Body and Mind appreciates the time taken to make an application, however due to the high volume of applicants expected, we cannot respond to every application. If you have not had a response within four (4) weeks of your application, please consider that your application has been unsuccessful at this time.