AddressAbout Gidget Foundation Australia
Gidget Foundation Australia (GFA) is the largest and only national provider of free specialist perinatal mental health psychological services to support the emotional wellbeing of expectant and new parents.
The opportunity
The Client ServicesTeam Manager is responsible for leading the Client Services team to deliver administrative support and operational management across Gidget House locations and the Start Talking Telehealth program. Working closely with the Client Services Delivery Manager and our Programs team, this role will ensure that the Client Services team is well supported in delivering exceptional customer service and healthcare administration support. This role will also be responsible for day-to-day office operations at Gidget House North Sydney.
The successful candidate will be flexible to changing situations, and have a can-do attitude. They will have an intuitive understanding of healthcare administration, client consent, confidentiality, and complaint management. They will also have experience in managing a healthcare practice, working with healthcare CRM software, and managing and leading a team of administrative support staff.
Primary Responsibilities
Team Management:
- Lead a team of Client Services Executives to ensure robust delivery of Client Services and Intake Support.
- Work closely with the Client Services Delivery Manager to communicate new processes to the Client Services team; identify knowledge gaps; update training and development.
- Oversee team rostering requirements and develop rosters; manage team members’ annual and personal leave, and any other ad-hoc leave.
- Oversee recruitment, training, and exit of team members as required; nurture and coach current team members; performance manage team members as required.
Client Services Operations:
- Oversee day-to-day operations for Gidget Foundation Australia’s 1:1 psychological support service (currently the Gidget House and Start Talking programs); act as first port of call for any complaints or enquiries requiring escalation to the Client Services Delivery manager; support the team with administration workload as required.
- Work within the Client Services team to maintain a close understanding of processes and client communications, as well as to be aware of issues as they arise.
- Oversee the client waitlist and client enquiries boards; monitor the team’s use of office technology to ensure clean records are maintained and enquiries are actioned appropriately.
- Oversee GFA’s client / practice management system to troubleshoot any issues, monitor data entry accuracy, identify areas for improvement, and ensure system usage in line with processes developed by the Service Delivery Manager.
- Look after general office management of Gidget House North Sydney, including facilities management, arranging works and repairs, and ordering/maintaining office supplies.
- Troubleshoot any technology and phone system challenges by liaising with providers/system engineers.
Essential Criteria
- 2+ years’ experience in a similar role, managing a healthcare practice or allied health clinic.
- Experience in team management, demonstrated ability to lead and engage a team and provide ongoing support and development.
- Excellent verbal and written communication skills.
- Understanding of implementing processes and ensuring best practice.
- Demonstrated ability to work well under pressure, prioritise tasks, and leverage technology to ensure administrative efficiency.
- Highly efficient and organised, able to work effectively with minimal supervision, ability to work both independently and as part of a team.
- High level of computer literacy with intermediate to advanced grasp of all Microsoft Office programs (including Microsoft Excel).
- Demonstrated capacity to learn new software, a willingness and ability to learn GFA’s client / practice management software.
Desirable Criteria
- Previous experience in a medical, allied health, or psychological practice with understanding of Medicare bulk-billing would be highly advantageous.
- Previous experience in the NFP sector would be an advantage, but not required.
- Experience in financial administration including invoicing, receipting, and payments.
Employment
This position will be full-time, and based at Gidget House North Sydney.
Contract
This role will initially be contracted for a 2-year period, aligned to Grant Funding.
Prior to appointment, where applicable, GFA employees are required to provide evidence of:
- Criminal record check
- Working with Children Check
- Vaccination against Covid-19
- Applicable qualifications and experience
Child Safe Principles
GFA is a Child Safe organisation which complies with the National Principles for Child Safe Organisations. All Staff, contractors and volunteers are expected to comply with these principles.
Gidget Foundation Australia is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islander people and those who identify as LGBTQIA+.
