Permanent Full time, Part-Time, Casual, Temporary
Working Hours
Anytime between 8 am-8 pm (Mon-Sat). Our clinics are open 12 hours per day. You select the hours you prefer.
Location
Flexibility to work across various sites:
* Templestowe Lower
* Thomastown
* Craigieburn
Qualifications
Bachelor's degree in Psychology, Business Administration, Communication, or related field preferred.
Previous experience in customer support, retention, or feedback management, preferably within the healthcare or service industry.
Excellent communication and interpersonal skills, with the ability to empathetically engage with participants and stakeholders.
Strong problem-solving abilities, with a proactive and solutions-oriented approach to addressing participant concerns and challenges.
Experience in survey design, administration, and data analysis.
Ability to work collaboratively in a team environment and drive continuous improvement initiatives.
Salary Range
$50,000 - $75,000 + Super
Role Overview
The Quality and Retention Team at Soaring Health plays a pivotal role in ensuring participant satisfaction, retention, and continuous improvement of our services. Your responsibilities will include managing support tickets, collecting feedback from various stakeholders, and proactively engaging with participants who express a desire to discontinue services. Additionally, you will be responsible for running regular surveys to gather feedback and insights, facilitating ongoing improvement initiatives. Your dedication to customer service and commitment to fostering positive relationships will contribute to enhancing the overall experience for practitioners, employees, participants, and our referral network.
What you will do:
Support Ticket Management
Receive and respond to support tickets submitted by participants, practitioners, or internal teams.
Prioritize and address support issues promptly, ensuring timely resolution and participant satisfaction.
Document support interactions and maintain accurate records of ticket resolution.
Feedback Collection
Compile feedback data and insights to identify trends, areas for improvement, and opportunities to enhance the participant experience.
Survey Administration
Design, administer, and analyze regular surveys to gather feedback from stakeholders, including participants, practitioners, employees, and referral sources.
Identify key areas for improvement based on survey results and collaborate with relevant teams to implement actionable recommendations.
Quality & Continuous Improvement
Note: This job description is intended to outline the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary to meet organizational needs.
How we will support you:
Work within a large Front-end team.
Strong supports across different sites.
Regular weekly meetings.
Follow checklists for tasks.
Detailed induction program.
What's in it for you:
Work hours to support your other commitments.
Stable work environment.
Detailed handbooks available.
Remote access to technology.
Young and friendly environment.
Dynamic Team.
Diverse experienced support.
Established systems in place.
Modern technology.
Multiple avenues for career progression.
Serve the community with love and care.
Impact real people's lives.
Yearly conferences.
Grow and Develop in a long-term career.
Let your career soar at Soaring Health!
About Soaring Health
Soaring Health is an award-winning allied health care centre with 4 state of the art clinics throughout Melbourne. Our clinics offer a range of onsite, remote, and in-home services to clients receiving Occupational Therapy, Speech Pathology, Psychology, Physiotherapy, Chiropractic, Dietetics and Allied Health care services. Our dedicated team is passionate about enriching lives so that people can go on living.
TRAC - Thomastown Recreation & Aquatic Centre
Soaring Health acknowledges the Traditional Owners of the lands on which our services are located. We honour the strength and resilience of Aboriginal and Torres Strait Islander peoples and pay our respects to all Elders, past and present.
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