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
The Provider OperationsTeam Manager is responsible for leading a team of consultants to manage Provider set up and ongoing integrity of provider information, invoice processing and provider support associated with key responsibilities.
What you’ll do
Reporting to the Service Delivery Manager – Provider Solutions Provider Solutions Management you’ll:
• Implementat productivity and service standards to support current operations.
• Oversee team productivity allocating resources to manage provider resolutions queues ensuring refunds and credit notes are actioned promptly.
• Ensure complaints are managed in accordance with MPMG Policy and NDIS statutory Rules.
• Have a sound understanding of line 1 risk principles and effectively monitor and reports issues as required
• Respond to provider escalations and complaints in accordance with MPMG service standards and NDIA guidelines.
• Undertake inbound and outbound phone calls with service providers as applicable to resolve questions and queries.
About you
To be our next Team Manager – Provider Operations, you’ll have:
• To oversee team productivity allocating resources to manage provider resolution queues ensuring refunds and credits are actioned promptly
• To respond to provider escalations and complaints in accordance with MPM Group service standards and NDIA guidelines
• To ensure complaints are managed in accordance with MPM Group Policy and NDIS statutory Rules.
• To monitor team performance measures and implement remedial action as appropriate
• To ensure staff are working towards the goal of “same day ticket response”
• Experience in Microsoft Office suite – Outlook, Teams, Sharepoint, Excel, Word, Forms.
• Proven experience in Salesforce and/or the Provider Digital Access (PRODA) platform is advantageous.
• To undertake provider detractor calls, and follow-up complaints, take action to address issues as identified
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 7th June 2024.
