Client Services Specialist

MedHealth is a purpose-built collection of industry-leading health, medical, and employment brands. Our unique and diverse capabilities are dedicated to achieving the best possible health and employment outcomes for individuals and the people they support. Additionally, mlcoa is an established premier international provider of independent medical opinions and specialist services, serving insurers, private and government employers, self-insured companies, and the legal profession.

Client Services Specialist is the front line of customer interaction. The Client Services Specialist supports customers through the booking of appointments, building strong relationships and rapport with key clients, cross-selling of services, management of special requests, handling of queries and support with using our online portal; all whilst delivering an exceptional customer experience. The Client Services Specialist role is pivotal to the smooth running of the business through the management of appointments, bookings, document management, report tracking, building relationships with assigned accounts, achieving key KPI targets, and vendor/visitor control.

• Provide exceptional customer service & product/service information at front house, via telephone and email
• Building relationships with assigned accounts
• Manage all facets of appointment booking including support with special requests and opportunities to provide additional services
• Build sustainable relationships, connections and trust with customers & experts through open and interactive communication, resolution of issues and delivering on promises
• Supporting the National Operations Manager with ad hoc tasks
• Work collaboratively with all departments to support customer and expert needs
• Working towards and achieving company KPI’s and objectives for expert bookings, customer onboarding & customer service
• Create bookings for clients from telephone or email correspondence; 
• Generate sales leads that develop into new customers; 
• Cross-sell experts and specialties to customers; 
• Manage all aspects of the bookings process via Salesforce; 
• Assist in training lawyer/insurers/experts in the use of Salesforce as required; 
• Manage all aspects of appointments - file and client throughout.
• Regular communication with General Manager;  
• Communicate effectively with File Team and QA; 
• Adhere to quality standards as per SOPs.
• Responding to enquiries sent to [email protected]; 
• Competency in document management capabilities
• Keep up to date with key administrative knowledge in order to provide effective support as requested;  
• Participation in regular business development updates and training as part of weekly team meetings; 
• Promotion of Lex Medicus on social media; 
• Attending Lex Medicus seminars, functions and training days as required; 
• Business development communications with lawyers and clients. 
• Managing Expert availability and supporting their needs in order to enhance their experience
• Ensure that facilities are suitable for expert needs; 
• Identify risks and opportunities relating to service with experts; 
• Identify risks and opportunities in experts’ schedules. 
• Build rapport with experts, identifying and assessing their needs to achieve satisfaction and retention
• Promote and support practices that are inclusive, responsive, safe and accessible.

Qualifications and Experience

Specific Knowledge and Skills

• Legal, insurance or medical industry experience – highly regarded
• Commercial acumen and genuine enthusiasm to build relationships and provide excellent customer service.
• Strong organisational and time management skills
• Strong team player
• Excellent communication skills and ability to negotiate successful outcomes with customers
• Attention to detail
• Professional & immaculately presented
• Adaptable and reliable

You are welcome here.

Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. 

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.