KMC Solutions
Outsourcing & Offshoring
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The Client Support Assistant (Offshore) provides dedicated remote support to Avina's Client Management function, focusing on the operational, high-volume tasks that keep client services running accurately and on time. Working as an extension of the onshore Client Service and Business Support teams, this role is responsible for processing service renewals in Splose, keeping the client waitlist current through proactive SMS and email contact, monitoring CRM and records compliance, and supporting resource and procurement administration. The role does not involve direct clinical decision-making or face-to-face client contact, but is central to the accuracy, timeliness, and compliance of Avina's client data and administrative processes. This position reports to the Client Services Team Leader and works closely with onshore Client Service Officers and Business Support Officers to ensure a seamless client experience.
Key Responsibilities
Service Renewals
● Process NDIS plan renewals and updates in Splose, including additional hour requests and quarterly plan releases
● Complete hour transfers across disciplines in line with Avina's renewal procedures
● Achieve agreed daily renewal processing targets, escalating complex or exception cases to the onshore team
● Maintain accurate renewal records and status updates within Splose
Waitlist & Client Communication
● Maintain accuracy and currency of the client waitlist through proactive SMS and email contact, in line with Avina's contact policy
● Log all contact attempts and client responses accurately within Splose
● Escalate clients requiring more complex or sensitive communication to the onshore Client Service team
● Support timely follow-up on outstanding service agreements via SMS/email reminders
CRM & Data Compliance
● Monitor CRM data accuracy and completeness across client records, flagging and correcting gaps or errors
● Support routine compliance and quality checks of client records against NDIS Practice Standards and Avina's documentation requirements
● Maintain data handling practices in accordance with Avina's privacy, confidentiality, and offshore data security requirements
● Report data quality trends and recurring issues to the Client Services Team Leader
Resource & Procurement Support
● Support resource, PD material, and stationery purchasing administration across the team and clinic sites
● Raise, track, and reconcile purchase orders, ensuring accuracy and compliance with Avina's procurement policy
● Provide general administrative support to the Business Support function as required
Qualifications & Experience
Essential
● Experience in a client administration, business support, or back-office coordination role
● Proficiency with CRM or practice management systems (Splose experience highly regarded)
● Strong written communication skills in English, suitable for client-facing SMS and email correspondence
● Excellent attention to detail and ability to manage high volumes of transactional work to daily targets
● Demonstrated ability to work reliably within Australian business-hours overlap
● Understanding of, or willingness to be trained in, confidentiality and data security obligations relevant to handling Australian health and disability data offshore
Desirable
● Prior experience in an NDIS, health, or disability services administrative role
● Familiarity with NDIS Practice Standards and plan management requirements
● Experience in a high-volume offshore or shared-services support function
● Experience with Splose or similar allied health practice management software
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