Customer Coordinator (WA)

**About the Company ** Provider Choice is a trusted leader in supporting NDIS participants, their families, and service providers. Our team ensures participants receive the guidance and support they need to manage their NDIS plans effectively. With a focus on delivering high-quality service and maintaining compliance with NDIS guidelines, we play a vital role in helping participants achieve their goals.

About the Role ** We’re looking for a dedicatedCustomer Coordinator**to join the team. Reporting to a Team Leader, you’ll be the first point of contact for participants and their families, managing inquiries, coordinating plan management processes, and ensuring smooth operations using Salesforce. This is a rewarding role for someone who enjoys helping people, building relationships, and contributing to the positive impact of the NDIS community.

**Key Responsibilities: ** Inbound Phone Line Management:

• Handle inbound calls from participants, families, service providers, and stakeholders.
• Provide clear, accurate, and empathetic guidance on NDIS plan management, funding, and supports.
• Log all calls in Salesforce, tracking outcomes and follow-up actions.
• Resolve participant concerns or escalate to the relevant team as needed (approx. 15–20 calls/day).

Case Management and Support:

• Manage participant cases in Salesforce, ensuring actions are documented and tracked.

Salesforce Case Tracking and Documentation:

• Maintain up-to-date case files in Salesforce and ensure SLA compliance.

Invoicing and Financial Management:

• Assist with processing and validating invoices for NDIS plans.

Participant Liaison and Relationship Management:

• Act as the primary point of contact for participants and families regarding plan management.
• Build strong relationships, offering guidance and support throughout their NDIS journey.

Compliance and Quality Assurance:

• Ensure all case management processes comply with NDIS and regulatory requirements.

Continuous Improvement:

• Identify areas for improvement in case management, participant support, and internal processes.

Team Collaboration and Reporting:

• Collaborate with team members to share knowledge, address complex cases, and ensure consistent service delivery across the team.

What’s on Offer

• Fully remote work with all necessary equipment provided.
• A workplace that invests in its people, values work-life balance, and celebrates achievements.

**Why Join Us: ** At Provider Choice, you’ll be part of a team that values professional growth, collaboration, and making a meaningful impact in the lives of NDIS participants. If this opportunity resonates with you, submit your CV today – we can’t wait to hear from you!

For a confidential discussion, please contact Laura Manalingan on02 9054 5051.