Administration/Intake Officer

Position Purpose

As an Administration Officer, your role will have the main function of performing operational office duties on a daily basis as well as providing the Counsellors and Principal Practitioner with ongoing administrative support.

To summarise, it is not the intent of this position description to limit the scope or responsibilities of the role, but to highlight the most important aspects.

Reports To

Principal Practitioner

Administration Intake Officer

Duties

  • Monitor and respond to emails in a timely and professional manner
  • Answer incoming phone calls in a timely, polite and professional manner, screen and direct calls appropriately
  • Take messages and deliver to the appropriate person accurately and in a timely manner
  • Schedule client bookings
  • Schedule and organise meetings as required
  • Provide detailed and accurate information to clients, their families or support network in relation to Innate Therapies services
  • Attend to and complete queries from clients
  • Maintain accurate and current client information
  • Look for efficiency and effectiveness in implementing and following office policies, procedures and processes.
  • Action filing, scanning and shredding as required
  • Completing archiving duties as required
  • Operation and basic maintenance of office equipment including printers, computers etc

All emails are attended to and answered within 24 hours of receipt
All incoming phone calls are answered promptly, screened and directed appropriately
High level of client service is provided, positive feedback is received from clients and their families
Office processes and procedures are streamlined maximising efficiency of resources
Appropriate and accurate data entry, filing and record keeping kept up to date

  • Greet every person who walks through the door (all clients, families, carers, suppliers, stakeholders, fellow employees etc.) in a polite, professional and friendly manner
  • Ensure a positive experience for each client in line with the Innate Therapies’ culture and vision
  • Promote and develop Innate Therapies’ services and reputation through the provision of exceptional client service
  • Escalate/rectify any complaints immediately as per Innate Therapies’ processes and procedures
  • Acknowledge and attend to any feedback, concerns or queries in such a way that encourages return business

Provides superior client service and demonstrates a courteous and friendly manner
The positive reputation of Innate Therapies is expanding
Complaints and queries are dealt with effectively in a timely manner

  • Always maintain and encourage the highest safety standards
  •  Comply with all WHS standards, policies, and procedures
  • Report all accidents and/ or incidents to management immediately
  • Conduct periodic checks to remove hazards from work areas
  • Rectify identified hazards where possible and report to management ASAP

Consistently adheres to WHS policies and procedures
Hazards are actively managed and reported
Zero preventable WHS incidents

General Duties

Always represent Innate Therapies in a positive and professional manner

  • Maintain a friendly, approachable, polite and positive attitude towards clients and fellow employees
  • Develop and maintain effective relationships with key internal and external stakeholders
  • Maintain a neat and professional appearance as a representative of Innate Therapies
  • Respect all equipment and property and use with care to avoid unnecessary damage
  • Attend and positively participate in meetings and training, as required
  • Keep all work areas tidy and clean
  • All other duties as assigned
  • Undertake the responsibilities of the position adhering to:
    o Equal opportunity and anti-discrimination legislation and requirements
    o Workplace Health and Safety (WHS) legislation and requirements
    o Legal requirements
    o Innate Therapies’ policies and procedures

Skills and Personal Attributes

  • Excellent level of professionalism and client service
  • Excellent ability to communicate confidently at various levels and with a range of audiences
  • Excellent ability to listen and give complete attention to the person speaking including asking appropriate and constructive questions
  • Excellent ability to maintain confidentiality and sensitivity within a busy environment
  • Good critical thinking skills using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions and differing approaches to problem solving
  • Good skills in managing time, setting priorities, planning, and organising work to achieve specific tasks and set objectives efficiently and effectively within resources available and within set timetable
  • Good ability to make proactive, efficient, effective and timely decisions
  • Good initiative and accepts responsibility
  • Good attention to detail, precision and accuracy
  • Good ability to work with others toward shared goals of the business
  • Good ability to follow established procedures, practices and instructions
  • Good work ethic by placing a high value and importance on performing work diligently, as well as respecting others and functioning with integrity
  • Flexible and supportive approach to change in the workplace, is open and embraces change

Qualifications and Experience

  • 2+ years previous experience in a similar position
  • Queensland Current C Class Driver’s Licence
  • Proficiency with computers especially Microsoft Office Applications
  • Be physically fit with unrestricted ability to lift, bend, stretch and twist
  • Tertiary qualifications in Business, Administration or equivalent
  • Queensland Working with Children Check (Blue Card)
  • First Aid Certificate (HLTAID003)
  • CPR Certificate (HLTAID001)

Mandatory Vaccination Policy

Please be advised that our organisation has a Mandatory Vaccination Policy currently in place to protect the welfare and wellbeing of our staff and clients.

All perspective employees should ensure that they are able to meet the requirements of this policy by ensuring that they are fully vaccinated prior to application.

Disclaimer

The above information on this position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.