Client Experience Officer

The organisation

When people talk about the Flying Doctor, thoughts generally turn to red-bellied planes undertaking rescue missions in the Outback.

However, the current Victorian story is one that reflects today’s challenges for people living in remote and rural communities across the state.

While we do still transport people by air and by road, this work is complemented by a range of primary health services that address the most common issues people living in country Victoria face when accessing health care.

Our services:

• Help overcome the burden of distance
• Enable people to receive care in their own community
• Help people take control of their own health
• Help overcome isolation.

The business unit:

RFDS Victoria’s Primary Health Care team works in partnership with community health organisations across Victoria to deliver impactful services and improve the health and wellbeing of our rural communities. We believe in creating opportunities so that all Victorians have the choice to access the essential health care services they deserve.

The position:

Based in Richmond and reporting to the Client Experience Lead, Primary Health, the Client Experience Officer ensures a smooth client journey in all aspects of administration support through the Primary Health Care service/s within which a client engages. The role facilitates access to the right services at the right time and location, enabling service access and sustainability.

Duties and accountabilities include:

• Providing administrative client support to ensure a high-quality journey – including managing enquiries, registration, client bookings and follow up care
• Collaborating with other departments for clinical triage, assessment and to streamline service delivery processes
• Playing a key role in supporting clients to navigate RFDS services and the healthcare system effectively
• Contributing to the development and implementation of strategies to support service sustainability, including efficient billing practices
• Ensuring administrative tasks within clinic software and maintaining accurate records and documentation

Skills and Qualities Required:

• Strong focus and commitment to customer experience and care
• High attention to detail in administration, documentation and record keeping
• Ability to communicate and manage relationships with external and internal stakeholders
• Focussed on quality improvement in process, reporting and data collection

This position is offered on a full time fixed-term 12 month (parental leave) contract located in Richmond with flexible hybrid working arrangements and may require occasional travel to other service delivery sites as required.

Mandatory requirements:

In line with RFDS Victoria’s mandatory policies, all employees are required to undergo a National Police Clearance, hold a Working with Children Check and have 3 * Covid vaccinations and annual influenza vaccination.

For any enquiries, please call David Rogers, People & Culture on 03 8412 0495.

This position will be appointed to as suitable applications are received. Previous applicants need not apply.

The Royal Flying Doctor Service, Victoria, is committed to creating a diverse environment and is proud to be an equal opportunity employer. We encourage applications from individuals of underrepresented backgrounds to apply, including but not limited to, those from Aboriginal and Torres Strait Islander, culturally and linguistically diverse and LGBTQI communities. Please note all applicants require the right to work in Australia.