Client Engagement Coordinator

Are you a dynamic and driven professional with a passion for enhancing client relationships and driving business growth? We are seeking an enthusiastic Client Engagement Coordinator to join our team and lead our client engagement efforts to new heights.

About Us:

At The Mind & Behaviour Clinic, we are more than just an allied health clinic—we are a dedicated and compassionate community committed to making a significant impact in the lives of our clients. Our team is composed of highly skilled and empathetic clinicians who are passionate about providing exceptional care and support. We foster a welcoming and inclusive environment where every team member is valued and encouraged to grow both personally and professionally.

Our clinic prides itself on a culture of continuous learning, innovation, and improvement. We believe in investing in our team, providing opportunities for professional development, and encouraging a collaborative approach to problem-solving. Our mission is to maximise our impact on the industry and the community we serve by delivering outstanding health services and fostering strong, meaningful relationships with our clients. We are committed to expanding our reach through strategic networking, community outreach, and business development initiatives, ensuring that we stay connected with the wider community and explore new opportunities for growth. This holistic approach includes comprehensive client lifecycle management, from sign-up to discharge, to maintain a seamless and supportive client journey.

Job Description:

As the Client Engagement Coordinator, you will play a crucial role in developing and implementing strategies to enhance client engagement and satisfaction. You will oversee the entire client lifecycle, including signing up new clients, managing their journey with us, handling feedback, and efficiently managing waitlists. Additionally, you will lead efforts in strategic networking, community outreach, and business development to expand our clinic's influence and reach. You will work closely with clinical and administrative staff to ensure a seamless and positive experience for our clients. Your role will be pivotal in embodying and promoting our clinic’s values, fostering a culture of learning and growth, and maximising our impact on the community and the industry.

Benefits:

• Travel reimbursement
• Free on-site parking
• Ipad and/or smartphone provided
• Access to a range of clinical resources, assessments, and well-equipped therapy rooms to support optimal client outcomes
• Flexible working hours, allowing you to manage your workday effectively and maintain a healthy work-life balance
• Dedicated scheduling and administrative support, enabling you to focus entirely on your clinical caseload
• Buildable caseload to allow you to settle into your role
• Opportunity to share your knowledge and develop and mentor junior colleagues should you want to explore leadership opportunities
• One on one and group supervision sessions from all allied health departments
• 2 paid days per year of staff development
• Monthly team meetings with catered dinner
• Access to a kitchen stocked with free coffee and tea

Key Responsibilities:

Community Outreach and Networking:

• Networking: Build and maintain professional relationships with key stakeholders, partners, and community organisations to enhance our clinic's visibility and reputation.
• Community Outreach: Develop and implement community outreach programs to engage with local organisations, schools, and businesses, promoting our clinic’s services and mission.
• Relationship Building: Establish and nurture relationships with referral sources and other healthcare providers to increase client referrals and partnerships.
• Event Coordination: Plan and participate in community events, health fairs, and workshops to raise awareness about our services and build strong community ties.
• Partnership Development: Identify and pursue opportunities for strategic partnerships that align with our clinic’s goals and values.

Client Lifecycle Management:

• Sign-Up Process: Complete the client sign-up process, ensuring a smooth and welcoming onboarding experience. This includes managing initial consultations, obtaining, reviewing and budgeting client funding, collecting necessary documentation, and setting up client profiles.
• Discharge Process: Manage the client discharge process, ensuring it is handled with sensitivity and professionalism. Coordinate with clinicians and administrative staff to complete necessary paperwork and provide follow-up support as needed.
• Feedback Cycles: Complete client feedback call cycles to gather insights on their experience and identify areas for improvement. Use this feedback to drive enhancements in our services.
• Waitlist Management: Efficiently manage client waitlists to minimise wait times and optimise service delivery. Communicate with clients regularly to update them on their status and expected timelines.

Client Engagement Strategy:

• Develop and implement comprehensive client engagement strategies to enhance client satisfaction and loyalty.
• Analyse client feedback and data to identify areas for improvement and implement targeted initiatives.

Client Relationship Management:

• Build and maintain strong relationships with clients, acting as a primary point of contact for high-level client inquiries and concerns.
• Conduct regular check-ins with clients to understand their needs, address issues, and ensure their satisfaction with our services.

Process Improvement:

• Identify and implement process improvements to enhance the client experience and streamline client engagement operations.
• Develop and maintain standard operating procedures (SOPs) for client engagement activities.
• Utilise CRM and other client management tools to track client interactions and ensure accurate and up-to-date client information.

Reporting and Analysis:

• Monitor and analyse key client engagement metrics, providing regular reports to senior management.
• Identify trends and insights from client data to inform decision-making and strategy development.
• Use data-driven approaches to measure the effectiveness of client engagement initiatives and make necessary adjustments.

Collaboration and Communication:

• Interdepartmental Collaboration: Work closely with various departments, including clinical and administrative teams, to ensure seamless and coordinated client engagement.
• Team Initiatives: Partner with department leads to support and implement team-specific initiatives. Facilitate communication between departments to ensure alignment with the clinic's overall goals.
• Strategic Planning: Participate in strategic planning sessions to align client engagement initiatives with the clinic’s objectives. Your insights will help shape the direction of our client engagement strategies.
• Communication Facilitation: Act as a bridge between management and clients, facilitating open and effective communication. Organise regular meetings, feedback sessions, and provide platforms for clients to voice their opinions and concerns.

What We Expect from You:

• Passion for Client Success: Demonstrate a genuine passion for ensuring our clients’ success and satisfaction.
• Strategic Thinking: Bring a strategic mindset to your role, consistently looking for ways to enhance client engagement and drive business growth.
• Communication Skills: Showcase excellent communication skills, both verbal and written, to effectively interact with clients, internal teams, and external stakeholders. You should be able to articulate complex ideas clearly.
• Problem-Solving Ability: Demonstrate a proactive and solutions-oriented approach to addressing client concerns and improving processes.
• Organisational Skills: Display exceptional organisational skills, with the ability to manage multiple priorities and projects effectively.
• Adaptability: Show flexibility and resilience in adapting to changing client needs and organisational priorities. You should be comfortable working in a dynamic, fast-paced environment.
• Team Collaboration: Exhibit a strong ability to collaborate with various departments and teams, ensuring seamless and coordinated client engagement efforts. Your collaborative spirit should contribute to a positive and productive work environment.
• Community Engagement: Be enthusiastic about participating in community outreach and networking activities to enhance our clinic’s visibility and reputation. You should be skilled in building and maintaining professional relationships.
• Passion for Growth: Demonstrate a strong passion for driving your own personal growth as well as our clinic’s growth and success.

Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, Healthcare Administration, Social Work, Allied Health or a related field.
• A solid understanding of the National Disability Insurance Scheme (NDIS) and the supports and services afforded through the scheme is desirable. This includes familiarity with NDIS plans and funding.
• Proven experience in a client engagement or customer service role, preferably in the healthcare or allied health industry.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients, team members, and external partners.
• Demonstrated commitment to providing exceptional client service and fostering a positive client experience.
• A passion for continuous improvement and a drive to achieve excellence in all aspects of your work.
• Ability to work independently and as part of a team.
• High level of attention to detail and organisational skills.
• Proven ability to manage multiple priorities and projects effectively.

If you have any questions about the role, feel free to send an email to hr@mbclinic.com.au.

Job Types: Full-time, Part-time, Casual

Pay: From $25.00 per hour

Work Authorisation:

• Australia (Required)

Work Location: In person