Address- Permanent, full time position
- Based in Adelaide
About us
The National Disability Insurance Scheme (NDIS) is the largest Australian social reform since Medicare. It’s life changing for people with disability… but that doesn’t mean it’s easy to navigate. And that’s where My Plan Manager Group comes in!
As a financial intermediary operating in the NDIS ecosystem, we un-complicate the NDIS for participants by supporting them to manage the funding in their NDIS plans. That means our award-winning team and tech take care of financial administration – like managing budgets, processing invoices, and providing compliant financial reporting – and our clients get on with what’s important to them.
About the role
Provider Services Quality & Real Time Analyst is a part of the Provider Services Support Team, this role will be responsible for reviewing, cases to identify adherence to process by the Provider Services Team Members to drive consistency, and high-quality person-centred services to MPM Group’s clients.
What you’ll do
Reporting to the Workforce Optimisation Manager you’ll:
• Work collaboratively with Call Quality Coach to develop a process quality framework utilising a “first line of defense” methodology.
• Review provider interactions via case samples and calls to ensure consistency with MPM’s policies, procedures, and work instructions.
• Provide motivating and encouraging training and coaching for staff to ensure processes are followed and meet MPM’s quality standards.
• Provide regular reporting to leaders within the Provider Services team relating to staff performance.
• Work closely with Service Delivery Managers, Team Managers and Team Leaders to drive consistency in coaching and feedback to frontline staff.
• Identify and promote positive examples of customer service, where MPM staff have delivered exceptional outcomes for clients.
• Support with the development of clear work instructions and other materials to enable staff to deliver a high quality of service to MPM clients.
• Identify and analyse trends emerging trends relating to adherence to with MPM’s policies, procedures, and work instructions.
• Work closely with the Client and Provider Advocacy Team Leader, Call Quality Coach, and broader Client Services Support team to identify and implement process improvements that drive improved client experience.
• Work closely with the Quality and Risk team to ensure that MPM’s commitment to client safeguarding is embedded within operational process.
• Provide reporting and analysis to the Provider Services Support Manager on case quality, adherence to process and service delivery gaps.
About you
To be our next Provider Quality & Real time Analyst, you’ll have:
• Proven ability to provide coaching and feedback to frontline staff.
• High level of knowledge of MPM’s policies, procedures, and work instructions
• Experienced in providing reporting and analysis.
• High level of empathy and emotional intelligence.
• Strong communication skills both written and verbal.
• Experience working with broad stakeholder groups and as part of a team.
• Ability to work in accordance with MPM values and ethos.
• Intermediate level knowledge of Microsoft Office suite – Word, Excel & Outlook
What’s on offer
As Australia’s first, largest and leading provider of NDIS plan management services, we’re offering:
• full time position (between 8am and 6pm, Monday to Friday)
• a bright, modern and sustainable office in a prime city location
• ongoing training, support and guidance to help you reach your full potential
• room for career growth
• an extra two days of paid leave each year to engage in volunteering activities with a registered charity of your choice
• a fun, inclusive and vibrant workplace culture
We embrace equal opportunity, and we thrive on it!
At My Plan Manager Group, we don’t just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our clients, our team, and our work. We’re proud to be an equal opportunity employer that embraces diversity.
How to apply
If you’d like to apply for this role, please click the ‘apply now’ button and follow the prompts.
Applications close on Friday 14th June 2024.
