Clinical Coordinaton Officer

Company Overview

AccessEAP is an Australian-owned, not-for-profit organisation with over 30 years of experience in the Employee Assistance Program (EAP) industry. As one of the founding members of the sector, we’re proud to have helped shape best practice across a broad range of industries.

Our mission since 1989 has been to improve workplace wellbeing and support Australians’ mental health. We provide services such as EAP counselling, critical incident response, onsite and remote support, psychosocial risk management, and tailored wellbeing consultation to help individuals and organisations thrive.

Key responsibilities

Overseeing the Manager Services inbox, including triaging incoming requests from customers related to organisational services, this also may include scoping out the query to determine the type of request.

Arranging bookings for managers seeking a manager support consultation, including any cancellations, or rescheduling.

Resourcing urgent and non-urgent clinicians for onsite’s and critical incidents and following escalation procedure if required.

Supporting the Clinical Response Team with flights and accommodation bookings if required for onsite’s and critical incidents.

Resourcing for organisational services, including coaching, supervision and manager referred, employee self-care services etc.

Registering organisational services into ACE, including manager support, coaching, supervision, manager referred cases.

Assisting and supporting associate queries specific to organisational services.

End of month checking for organisational services, including investigating any invoice queries related to specific org services.

End to end service of organisational services, working closely with clinical team including CRT.

What we're looking for

Previous experience working in call centre or customer service environment preferred.

A strong knowledge of MS Office and experience with CRM/ERP systems.

Demonstrated ability to work both independently and within a team.

Ability to organise and prioritise workload to achieve deadlines.

Lateral thinking and problem solving skills.

Strong communication skills both verbally and written.

Experience within the mental health industry would be advantageous.

Why Join AccessEAP?

Be part of a mission-driven organisation improving lives every day

Hybrid working environment with flexibility and purpose

Inclusive and supportive workplace culture

Opportunities for growth within a well-established, respected not-for-profit

Salary sacrificing benefits