JOB DESCRIPTION & SKILLS/QUALIFICATIONS REQUIRED
BTR (Fiji) PTE Limited based in Nadi offers outsourced business services to organizations’ located overseas. We are currently recruiting for a Client Care Manager. We are seeking a highly organized individual with attention to detail that is dedicated to achieve and develop your career as you grow with us. If you are willing to go the extra mile, we want to hear from you!
About the position:
The Client Care Manager (CCM) is responsible for assisting clients through the fulfilment journey for their chosen products. The CCM’s provide administrative support to the respective practitioners which facilitates the clients journey with The Clinic.
The CCM reports directly to the Client Care Manager Lead and their key responsibility is to assist The Clinic practitioners in fulfilling their duties efficiently and on-time, and in doing so provide good customer service to our clients and/or their stakeholder.
It is a vital part of a CCM’s role to ensure quality service is provided to our clients by practicing our four core values of excellence, integrity, humility, and sincerity.
The CCM must possess key attributes around service provision such as an in-depth ability to handle and resolve all client queries, proficient in gathering client feedback and having the ability to develop and maintain strong working relationships within the fulfilment team.
Key Responsibilities:
Primary contact person for their allocated clients and their stakeholders
Attend to all enquiries in an accurate and timely manner to clients and their stakeholders.
Booking new or follow up appointments
Rescheduling existing appointments as necessary.
Responsible for reminder calls for allocated clients to ensure attendance to appointments
Complete accurate documentation for all incoming and outgoing correspondence
Frequent follow up of active clients that do not have follow up appointments to ensure continuity of care
First point of contact for practitioners
Provide administrative support to practitioners to aid in 80% utilization
Coordinate appointments according to practitioner’s instructions and client requirements
Fill empty spots with new or existing appointments on respective practitioners’ schedulers on CRM to aid in 80% utilization schedule
Coordinate support letters and progress reports
Report formatting and finalization
Ensure resources are stocked adequately – any request for additional stock to be escalated to CCM Lead promptly to ensure smooth operational flow
Writes clear, concise correspondence
Proofread all written material for errors, omission, and consistency – this include and not limited to all emails, reports and any written documentation
Adept at delivering difficult messages in a tactful manner.
Support practitioners by proactively responding to enquiries from clients and other stakeholders with a high level of discretion, maturity, diplomacy, and judgement to ensure an outstanding customer experience.
Support clients by proactively responding to enquiries from practitioners
Plan chasing and follow up on new NDIS plan to ensure continuity of care and services rendered
Escalate any service exits via the correct channel to AM for SME to follow up.
Complete Service Exit Form as per the direction of SME
Ensure accurate tracking of all NDIS plan expiry to ensure timely preparation of NDIS review documents and reports
Liaise with Accounts Officer to ensure all funds are available as per SA before booking all appointments
Advise Accounts Officer of any updates or changes to invoicing of any appointments
Ensure validity and currency of NDIS Plan and Service Agreement – monitor expiry and funds availability on a regular basis
Ensure The Clinics policies and best practice are adhered to
Take personal responsibility to address any Safety & Quality issues for staff or client
Conduct audits as required by senior management
The successful applicant must have:
Detailed knowledge and awareness of operational systems, workflows, and system capabilities
Exceptional organizational and multi-tasking skills
Superior language and communication skills
Performs independently and with initiative
Possess complex problem solving skills
Document creation, management, presentation
Analytics and business intelligence
What we offer you
Young, vibrant and Innovative culture
Modern office in a central location
Friendly, dynamic and supportive environment
Professional autonomy while being supported by a strong team
Work within a strong and close-knit family of staff
Full time employment with potential for overtime
Qualifications and Experience
To be considered for an opportunity to be interviewed, applicants will need to meet two of the criteria’s below:
Form Seven Pass
Certificate or Diploma in Customer Service/Administration or Business Management
2 years experience doing Client Care or Patient Administration in Health or Wellness
High level of spoken and written English language with excellent communication skills
What you need to do for a chance on an interview?
The role is full time with potential for overtime. We require demonstrated reliability and flexibility in working hours. Immediate start required.
All candidates will be required to have already received their first and second dose of the COVID-19 vaccination.
Referees:
Please provide us with at least 3 active referees from your most recent place of work. Kindly make sure to verify at least two reference checks that you provide for us.
More Information
- Job Application Details Application: Please refer to the Vacancy no - BTR2022 04/11 when applying to this particular job ad. Kindly send through your application letter and CV through our company email at [email protected] Deadline: This application will end on 13 November, 2022. Please send your valuable information in before that date.