Company Description MedHealth is a purpose-built collection of industry-leading health, medical, and employment brands. Our unique and diverse capabilities are dedicated to achieving the best possible health and employment outcomes for individuals and the people they support. Additionally, mlcoa is an established premier international provider of independent medical opinions and specialist services, serving insurers, private and government employers, self-insured companies, and the legal profession.
The Client Services Specialist is the front line of customer interaction. This role supports customers through the booking of appointments, building strong relationships and rapport with key clients, cross-selling of services, managing special requests, handling queries, and providing support with our online portal, all while delivering an exceptional customer experience. The Client Services Specialist role is pivotal to the smooth running of the business through the management of appointments, bookings, document management, report tracking, building relationships with assigned accounts, achieving key KPI targets, and vendor/visitor control.
Job DescriptionProvide exceptional customer service & product/service information at front house, via telephone and emailBuild relationships with assigned accountsManage all facets of appointment booking including support with special requests and opportunities to provide additional servicesBuild sustainable relationships, connections, and trust with customers & experts through open and interactive communication, resolution of issues, and delivering on promisesSupport the Client Services Manager with ad hoc tasksWork collaboratively with all departments to support customer and expert needsWork towards and achieve company KPI's and objectives for expert bookings, customer onboarding & customer serviceCreate bookings for clients from telephone or email correspondenceGenerate sales leads that develop into new customersCross-sell experts and specialties to customersManage all aspects of the bookings process via SalesforceAssist in training lawyers/insurers/experts in the use of Salesforce as requiredManage all aspects of appointments - file and client throughoutMaintain regular communication with Client Partnership Manager, Client Partnership Coordinator, and General ManagerCommunicate effectively with File Team and QAAdhere to quality standards as per SOPsRespond to enquiries sent to ******Demonstrate competency in document management capabilitiesKeep up to date with key administrative knowledge to provide effective support as requestedParticipate in regular business development updates and training as part of weekly team meetingsPromote Lex Medicus on social mediaAttend Lex Medicus seminars, functions, and training days as requiredEngage in business development communications with lawyers and clientsManage Expert availability and support their needs to enhance their experienceEnsure that facilities are suitable for expert needsIdentify risks and opportunities relating to service with expertsIdentify risks and opportunities in experts' schedulesBuild rapport with experts, identifying and assessing their needs to achieve satisfaction and retentionPromote and support practices that are inclusive, responsive, safe, and accessibleQualificationsQualifications and Experience Legal, insurance, or medical industry experience – highly regardedCommercial acumen and genuine enthusiasm to build relationships and provide excellent customer serviceStrong organisational and time management skillsStrong team playerExcellent communication skills and ability to negotiate successful outcomes with customersAttention to detailProfessional & immaculately presentedAdaptable and reliableAdditional InformationYou are welcome here. Our fast-growing team of more than 3,500 people around Australia represents a huge array of life experiences, skills, and ways of thinking. We value all these differences.
We are an Equal Opportunity Employer, proudly welcoming people with disabilities including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers, and Indigenous Australians to our team.
We are happy to adjust our recruitment process to support accessibility needs.
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