Team Leader - Ndis Plan Manager

Are you working for a large NDIS Plan Manager and dreaming of the way things were? 

Missing the good old days when you actually knew the names of everyone (and their dogs) in your office?

Then join the PLAN HERO Plan Management team, who are passionate about building relationships, both in the office environment and with our clients. We strive to empower the NDIS families we work with and to make our employees feel valued and appreciated.

Our team works within a positive, encouraging environment with much life and laughter. Our office is conveniently located on Edgecliff station and our dog, Buddy comes to the office and is an important part of our team.
 

This role is a Team Leader and customer service-based role and your responsibilities would include:

Team leader tasks

• Support a team of 7 remote workers across the plan management and accounts team
• Ensure all tasks and KPIs are being achieved within a timely manner
• Primary point of call for escalations from team, across our systems, and ensure systems are managed if/when not working efficiently 
• Manage CRM and all accounting systems to ensure efficiency and consistent review of workflows following team input 
• Ongoing review of NDIS plan management compliance to ensure we remain up to date - quarterly
• Monthly performance reporting to CEO and Directors on overall performance - incl. metrics across plan management and accounts team
• Ensure participant resources are up to date
• Run weekly team meetings and manage 1:1 with direct staff members

Customer service tasks

• Manage your own list of NDIS plan managed participants and signing up and onboarding new clients and letting them know how their NDIS plan works.
• Talking to existing PLAN HERO clients and answering questions about the NDIS and their NDIS plans.
• Creating a memorable customer experience for our NDIS clients by making them feel like we are their superheroes 
• Managing NDIS claims on behalf of participants and working closely with our accounts team to ensure funding is being utilised efficiently

 
This role would suit you if:

• REQUIRED FOR APPLICATIONS: Must have previous NDIS Plan Management experience - minimum 2+ years 
   
• You are detail-oriented and good at managing a range of tasks on a day to day basis
   
• You have experience leading a team and working in a fast pace environment
   
• You have experience with the NDIS and working in the disability sector - minimum 2+ years
   
• You have experience working both independently and in a team environment
   
• Knowledge of the NDIS Price Guide
   

Please note we will only respond to applicants with 2+ years NDIS plan management experience, and prior experience in the NDIS space.

People with disability and/or with lived experience of disability are strongly encouraged to apply.

This position is based at the Edgecliff, NSW office, with a hybrid of 3 days working from home, and 2 days in the office.

Salary is negotiable based on previous experience.

Hours:

Full-time (This role is performed as a combination of work from home and at the office. Wednesday & Friday in the office - Edgecliff, Sydney)

We will consider applicants with experience from other states who want to work 5 days remotely.