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Client Experience Support Officer - Kyneton

Sunbury and Cobaw Community Health
  • 0.8 EFT (ongoing)
  • Work with a genuine values based organisation
  • Generous salary packaging benefits available

About Sunbury and Cobaw Community Health

Sunbury and Cobaw Community Health is a not-for-profit community health organisation providing a comprehensive range of free and low-cost health, wellbeing and community services in early childhood, youth, families, adults, aged and disability.

Covering an area of over 1700 km2 from Sunbury to beyond the borders of Macedon Ranges Shire our 280 staff and 100 volunteers are based across four sites at Kyneton, Romsey, Sunbury and Woodend.

The organisation has a proud history of delivering community health services to the region for over 40 years.

Sunbury and Cobaw Community Health builds the social fabric of our communities through diverse services and programs that help people support themselves and each other.

About the role:

  • As a Client Experience Support Officer, you will be responsible for greeting clients and/or the delivery of client-centred service and referral procedures and providing high quality service standards that are responsive to the needs of our consumers and the wider community. Centre based between Sunbury and Kyneton sites, but maybe required to work at other sites (Woodend or Romsey).

The key expected job outcomes of this position are to:

  • Work individually and cooperatively within a mixed team on a variety of tasks to achieve work area outcomes.
  • Be accountable for the smooth operations of the day-to-day reception and intake functions of the organisation while delivering a quality service to our clients, staff and the wider community.

This is a generalist role responsible for the reception and intake areas as well as providing assistance to the full range of clerical and administrative functions for our programs. Importantly, this includes the provision of quality customer service including face to face, via phone and when responding to all enquiries.

About you:

To be considered for this role, you will ideally possess the following:

  • Exceptional customer service skills with the ability to relate courteously to clients and staff alike, with a strong focus on quality in the delivery of service.
  • The ability to provide an efficient and courteous response to all enquiries and incoming referrals in accordance with established procedures to ensure the best quality systems and delivery of services. This can include:
    • Coordinating appropriate referral pathways (internally and externally), this may include clients who are experiencing a crisis.
    • Completing NDIS administrative tasks, including completing and reviewing Service Agreements, Schedule of Supports, making Service Bookings and monitoring utilisation of service hours.
    • Provide clients with information about fees, eligibility and service waiting times.
    • Schedule initial appointments, cancelling or rescheduling of appointments for services as requested.
    • Assisting clients of all demographics through their journey with our organisation. These groups can include people with disabilities, LGBITQA+, homeless, culturally and linguistically diverse or mental health clients and can include organising interpreters as required.
  • Well-developed organisational and administrative skills with the ability to prioritise.
  • The ability to ensure timely and accurate collection, receipting and reconciliation of all monies received, which is processed through our accounting system daily.
  • The ability to maintain client management systems to enable clients to access the service they require, including entering and updating data whilst ensuring client records are kept private and confidential.


  • Experience in the use of IT client-based systems, such as TrakCare, Titanium, My Aged Care Provider Portal and MyPlace NDIS Portal.
  • Experience working within a community health environment and with multi-disciplinary teams.
  • CPR training within the last 12 months.

The successful candidate will be required to undertake and maintain a National Criminal History Check (NCHC), an NDIS Safety Screening check and hold a current valid Working With Children Check. As a healthcare provider, all our staff will need to be vaccinated for COVID-19 or have a medical exemption by an authorised medical practitioner.

Further Information:

A copy of the position description can be found on our website: https://sunburycobaw.org.au/category/job-opportunities/

For a confidential discussion, please contact Yolanda Kemper 9744 4455 or email yolanda.kemper@scchc.org.au, using the subject line: Client Experience Support Officer enquiry via EthicalJobs.

As an employer, we value diversity and encourage applicants from all cultures and backgrounds.

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