AddressOPERATIONS SUPERVISOR
- NDIS / Allied Health Operations Role
- Blacktown Location
- Occasional Travel Opportunities
About Us:
Established for over 20 years, with 200+ staff across NSW and TAS Optimum Health Solutions is one of Australia's leading and influential preventative Allied Health Companies. Boasting 12 state of the art facilities with hydrotherapy pools, underwater treadmills, purpose built paediatric rooms with rock climbing walls, soft play, sensory rooms, full gyms and treatment rooms.
About The Role:
We are seeking an experienced Operations Supervisor with an Allied Health / NDIS background to oversee the daily operations of our organisation. The successful candidate will be responsible for the oversight and performance of the growing Client Retention Officer (CRO) Team and administrative support for the Area Manager and our 12 Facilities.
The operations Supervisor will have solid NDIS experience covering Client Intake, Service Agreements, Invoicing, Proda/Pace.
The key outcomes of this role are the development of a high performing CRO Team through training and development and ensuring all CRO functions are completed to a high standard across the organisation and providing administrative and facility support to the Area Manager.
This a busy and challenging role that will see you managing and coordinating all aspects of our Client Retention Team, operations, ensuring that all processes are running smoothly and efficiently. The Operations Supervisor will work closely with other departments to ensure that all goals and objectives are met, reporting to the Chief Operating Officer.
Responsibilities:
- Monitor both CRO Inboxes and inbound/outbound calls – abandonment and call quality reviews
- Monitor and Coordinate Aged Debt chasing
- Monitor Waitlist actioning by CRO’s
- Monitor Inactive report completeness
- Manage, develop and guide CRO’s
- Monitor offshore support team
- Overflow point for Team calls
- Responding to escalated client issues/complaints
- Read, analyze and respond or distribute incoming electronic/hardcopy correspondence
- Maintain a clean and safe workspace, and abide by workplace health and safety policies and procedures
- Host weekly CRO team meetings
- Host weekly Facility Manager /Area Manager meetings
- Prepare weekly Team Dashboard reporting
- Prepare monthly Team Dashboard reporting
- Monthly meetings with Marketing team to discuss support
- Support Area Manager / Facility Manager with Facility Management (general office repairs, maintenance etc)
- Administrative Support for Area Manager /FM
- Be the Practice Management System Subject Matter Expert
- Coordination of CRO Teams leave coverage
- Maintain CRO Skills Matrix
- Create and update CRO procedures
- Training and onboarding of new CRO Team members
- Occasional Travel to the various facilities
Essential Criteria:
- Experience in NDIS,
- Operations experience - Team lead or supervisory experience highly regarded
- Strong leadership and management skills
- MS365, Office, Teams,
- MS Planner - desirable but not essential
- Excellent communication and interpersonal skills
- Ability to analyze data and make informed decisions
- Strong problem-solving skills
- Ability to work in a fast-paced environment
- Knowledge of regulatory requirements and industry best practices
How to apply
If you believe you have the skills and background we are looking for and feel this may be the right move in your career, please apply now for a confidential interview. Please note we are not currently accepting any overseas applicants at this point.
