Client Services Manager

CLIENT SERVICES MANAGER – Position Description Reports to: Allied Health Manager – Operational About Our Physio CO: Our Physio CO. is a leading provider of allied health services dedicated to improving the well-being and quality of life for seniors in aged care facilities across Australia. With a focus on delivering personalized and compassionate care, we offer a range of services including physiotherapy, occupational therapy, podiatry, and more. Overview: As a Client Services Manager at Our Physio CO., you will play a pivotal role in ensuring the seamless delivery of allied health services to our aged care clients. You will be responsible for building strong relationships with clients, coordinating service delivery, and ensuring client satisfaction. Responsibilities: Client Relationship Management: Build and maintain strong relationships with key stakeholders within aged care facilities, including facility managers, nursing staff, and other relevant personnel. Serve as the primary point of contact for client inquiries, concerns, and feedback. Conduct regular client meetings to assess needs, gather feedback, and ensure client satisfaction. Service Coordination: Coordinate the scheduling of allied health services for aged care clients, ensuring timely and efficient delivery. Liaise with internal teams including clinicians and administrative staff to ensure the smooth execution of service delivery. Monitor service delivery metrics and address any issues or concerns that may arise. Quality Assurance: Conduct regular quality assurance checks to ensure that services meet the highest standards of care and compliance with regulatory requirements. Implement and monitor client satisfaction surveys and feedback mechanisms to continually improve service delivery. Business Development: Identify opportunities for growth and expansion within existing client accounts. Collaborate with the business development team to develop strategies for acquiring new clients and expanding service offerings. Documentation and Reporting: Maintain accurate and up-to-date records of client interactions, service delivery, and other relevant information. Generate regular reports on client satisfaction, service utilization, and other key performance indicators. Qualifications: Bachelor's degree in business administration, healthcare management, or a related field (preferred). Proven experience in client service management or a similar role within the healthcare or aged care industry. Excellent communication and interpersonal skills, with the ability to build rapport and communicate effectively with clients and internal teams. Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively. Knowledge of aged care regulations and compliance requirements (preferred). Proficiency in Microsoft Office suite, CRM tools and other relevant software applications. Benefits: Competitive salary commensurate with experience. Opportunities for professional development and career advancement. Dynamic and supportive work environment with opportunities for growth and innovation. Our Values: Integrity: Commitment to honesty and trustworthiness, reliable, accountable, and responsible, committed to client’s wellbeing, awareness of own limitations, committed to tolerance and non-judgmental care Respect: Values others’ viewpoints, opinions, wishes and beliefs, respects autonomy, adheres to privacy and confidentiality, humble, respect for all colleagues of the interprofessional team Compassion: Caring, empathetic, self-aware, motivated to help, genuine, kind, has flexibility and adaptability in relationships, acceptance Excellence: Strives to provide the best and most effective care, communicates clearly, relates well with others, committed to self-awareness and reflective practice, professionalism, proactive, embraces quality improvement, commitment to serve the client’s best interest Equality: Believes that everyone deserves equal access to quality healthcare regardless of age, gender, race, religion, language, socioeconomic status, and disability, advocates for clients, absence of discrimination and prejudice Our Guiding Principles: Provide high quality and safe client-centred care. Work with an attitude of respect, humility, kindness, and compassion. Provide an experience that exceeds expectations. Work to optimise community access, independence, and wellbeing for all. Integrate research and innovation to continuously learn and provide evidence-based care. We are committed to building a sustainable, inclusive, and diverse workforce in all its forms. We value diversity in our organization and in our recruitment activities and believe that every voice adds value. We actively pursue a recruiting strategy that works towards eliminating unconscious bias. Join Our Physio CO. and become a vital part of our mission to enhance the lives of seniors in aged care through exceptional allied health services. If you are passionate about making a difference and thrive in a fast-paced, collaborative environment, we invite you to apply for the role of Client Services Manager today. To apply, please submit your cover letter and resume through the online application link or send in your resume to *******@ourphysioco.com.au. For more information, please contact Ash Chetla on 0431343***.