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Client Services Manager - Health / Clinical Setting

Royal Far West

About us

At Royal Far West, we believe that every child has the right to access the services they need to thrive, no matter where they live. From our base opposite Manly beach in Sydney, we provide multidisciplinary health and disability services for children from rural and remote Australia with developmental, behavioural, learning and mental health difficulties. Through our range of programs and innovative service delivery models we are changing the landscape of service provision for Australian rural and remote families.

We are passionate about working with country children, their families, schools and local health providers to provide high quality support and improve outcomes. In joining our dynamic and growing team, you will help us to grow and innovate to ensure more country kids can access the care they need.


This is an interim role for a minimum of 12 months, to lead the existing client services and admin team through a period of review and change. The role reports to the Head of Programs / General Manager and is be responsible for managing the core client administration and service functions across RFW health and disability programs, with a focus on the Paediatric Developmental Program (PDP). The core focus is to ensure that the Client Administration team and its various functions are well managed, efficient and effective, and operate with professionalism and a strong customer service ethos across all RFW programs, both internally and externally. Key functions of the team include managing bookings, billing and overall experience for clients onsite in Manly, medical typing, Medicare claiming and medical records/privacy.

As a team manager the main responsibilities of the role are:

  • Day to day management of the Client Administration team, ensuring it provides efficient and effective customer service and administration support, both internally and externally, for key RFW programs
  • Lead and manage bookings for PDP clients, clinical workforce and consultation rooms, working closely with the PDP Manager to monitor waiting lists
  • support budget preparation and management, including monitoring & forecasting of team expenditure for planning purposes
  • Delegate tasks to the Administration Team and organise rosters and cover
  • Define and monitor key performance indicators for the team in conjunction with the Head of Programs and PDP Program Manager
  • Maintain and update policies and procedures related to Client Administration team functions
  • Ensure billing/payment processes are followed and all client and Medicare revenue is captured.

As well as the team manager responsibilities, the role will work closely with an appointed project manager and other stakeholders to contribute to an end to end review of the team function and responsibilities, bringing bring their own external expertise around operations, billing, admin and customer service. The review follows a period of rapid growth, new and changing service propositions and new investment in technology and seeks to understand how the team operate today and where opportunities to create better client experiences, greater efficiency and processes and integrate into the broader business may lie.

To be considered for this role, it is essential that you have:

  • At least 5 years’ experience in clinical/ medical administration manager role in the health and/or disability sectors
  • Demonstrated experience leading & managing a diverse team
  • Highly experienced in Medicare, IPTASS and NDIS billing practices
  • Clinical scheduling and rostering experience and knowledge
  • Knowledge of legislation, industry standards & best practices as required
  • Exceptional customer service skills
  • Excellent written & verbal communication skills;
  • Excellent computer skills particularly in Microsoft Office & Outlook, diary management, including competent & accurate typing skills
  • Strong analytical skills, ability to challenge and seek opportunities for improvement within a service
  • Highly efficient & reliable, well organised & methodical, attending to detail & completing tasks
  • The successful applicant will be required to provide a current Working with Children Check
  • This role has been identified as a Category A employee and requires protection against vaccine specified preventable diseases (forms will be provided for successful applicants)

Desirable criteria for the role:

  • Project and or transformation experience
  • Experience in the not for profit sector
  • An interest in child development & rural issues


Royal Far West Core Values:

Respect- We value diversity and are sensitive in relationships and to differences.

Integrity- We are open, honest and accountable. We do what we say we will do.

Care- We foster an environment that is supportive and without judgement.

Energy- We apply ourselves energetically, are resilient and encourage innovation.

Royal Far West is committed to creating a diverse environment and is proud to be an equal opportunity employer.


Located in beautiful Manly, we can be accessed by bus, ferry or car. For more information go to https://www.royalfarwest.org.au/contact/.


An attractive remuneration of $75,000-$85,000 base salary (dependent on experience) + 9.5% superannuation and salary packaging will be offered to the successful candidate.

Royal Far West is a rewarding, meaningful and inspiring workplace which offers a diverse work experience, a knowledgeable health care team and existing projects and initiatives. We strive for a positive and committed workplace culture.

Salary Packaging

Salary packing allows part of your wages to be paid as a reimbursement of your personal expenses and no income tax is payable on this money. In effect, part of your wage is paid tax free each pay day. For more information go to: https://www.salary.com.au.

Work life balance

At Royal Far West we acknowledge the diverse commitments of our employees outside of work and can offer flexible working arrangements to accommodate the needs of these individuals.

How to apply

If you would like to join our family then apply today as we want to hear from you. For further information please contact Sara Warburton on 02 8966 8570. Alternatively a position description is available on the Royal Far West website.

To apply for this position, please submit your CV and Cover Letter which includes briefly addressing the essential criteria via this link.

Closing date: Tuesday 2 June 2020.

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