Scheduler / Senior Customer Services Officer’

About the Role

It is a Full Time role | Based in Coolbinia | Fixed Term until March 2026 with the possibility of permanency

Our Therapy Scheduling and Administration Team are the magic who make things happen and support the team to deliver quality outcomes for customers in Therapy Services.

When scheduling, you will be responsible for the timely and efficient coordination of customer appointments with Allied Health professionals. A key focus of this role is to optimise therapist calendars to support productivity and billing outcomes. As Therapy Scheduler you will play a crucial role in maintaining positive customer relationships by ensuring smooth operations, accurate scheduling, and effective communication

As Senior Customer Services Officer you will manage complex administrative tasks that allows the Allied Health professionals to focus on what they do best, supporting customers to achieve their goals. A key focus of this role is system data accuracy and problem solving.

In this role, you will:

• Build strong relationships with therapy team members and customers to coordinate appointment bookings, changes and cancellations to assist customers to achieve their goals
• Optimise calendars to maximise therapist productivity and address scheduling gaps or inefficiencies
• Provide insights on team capacity, caseloads and performance metrics to support KPI tracking and workforce planning
• Maintain accurate data agreements in customer management system (CMS) including allocation of funding to line items
• Investigate and resolve CMS and portal errors affecting billing and data quality
• Support Therapy Services leadership team with business efficiencies, process improvements, data and communication
• Work collaboratively across business units
• Coordinate meetings, events, and appointments; support reception and general office operations
• Undertake any other duties as required

Essential Skills & Qualifications

• Significant experience working in similar role for a similar Organisation
• Excellent verbal / written communication and interpersonal skills with the ability to communicate effectively at all levels.
• Demonstrated experience working within a team environment, the ability to be flexible and to work independently.
• Efficient planning and organisational skills with the ability to multitask and manage conflicting priorities
• Proficient in Microsoft Office applications including Excel, Outlook and Teams and experience with Client Management Systems

Benefits

Our employees are deeply connected with our vision and work passionately to support our customers to achieve their goals.

Along with a caring and values-drive culture, we have some great benefits:

• Non-profit organisation salary packaging benefits up to a maximum of $18,550
• 3 wellness days (pro rata)
• Leave loading, paid parental leave, return from parental leave bonuses and an employee assistance program
• Flexible working arrangements
• A genuine and supportive team culture

How to apply

Click apply to submit your application including a resume and cover letter outlining your suitability for this position. We’re shortlisting immediately so would love to see your application as soon as possible.

For questions about the position, contact Lee Watts on 1300 106 106 or [email protected]

For questions about the application process, contact Guneet Kaur on  [email protected]

Who is Ability WA?

We began in 1951 as a small group of parents who formed an organisation looking for an innovative way to access care and support for their children with Cerebral Palsy. Today, we are recognised as one of WA’s leading disability service providers. Our sector has changed a lot over the years, and we have too. What remains the same is our dedication to our customers and our staff.

‘We reserve the right to extend or withdraw this advertisement prior to the closing date’

Ability WA is committed to empowering all people to realise their abilities and thrive in their communities. We embrace the unique strengths of every person within our organisation and welcome people of all backgrounds, abilities, gender identities, ethnicities and cultures as we continue to grow our diverse workforce.