Administration Officer (Billing & Client Services) – ACTIVE

Job Application Code: 003788SW (add this to the application form)

Shift: Full Time, Monday to Friday, 7:30am – 4:30pm Brisbane time (includes 1 hour unpaid lunch and break).

Role Overview:

We are looking for an experienced Administration Officer to take ownership of invoicing, debt management and billing enquiries across multiple funding streams, alongside reception duties and general administrative support for an Australian allied health provider delivering therapy services to NDIS participants and older Australians, with clinicians attending clients in their homes.

This is not a general administration role. The core of the job is resolving billing enquiries correctly and completing every action a resolution requires, in an environment where four to five funding streams each carry different rules. A polite, prompt reply that misses half the enquiry, or that promises an action nobody then performs, creates more work than no reply at all.

The successful candidate reads a full enquiry before answering it, asks when unsure rather than assuming, and reliably completes the second and third steps of a process after the reply has been sent. Structured onboarding will be provided, including training on funding streams and billing processes. Billing work will initially be drafted for review, moving to independent handling as accuracy is established.

Primary Mission

Own the billing and debt management function end to end, so that routine billing replies no longer need review before they are sent, while also covering reception and day-to-day administration.

Key Responsibilities

Billing and Debt Management (primary focus)

• Resolve inbound invoicing and billing enquiries accurately across NDIS, CHSP, Commonwealth Home Support, Support at Home and private or self-funded clients.
• Correctly identify the funding stream and management type before responding, including the distinction between NDIA-managed, plan-managed and self-managed NDIS.
• Complete every action a billing response commits to, including waivers, adjustments, credits and account updates, not only the reply.
• Pull the fortnightly debt report and run the three-step contact sequence: email or SMS, then call, then suspension warning.
• Maintain client debt within service-specific thresholds.
• Prepare the final debt report with commentary and rationale for the Operations Manager, including waiver recommendations.
• Identify and escalate unresolved or contested payment issues.

Reception and Client Calls

• Handle inbound and outbound calls on AirCall within a rostered, time-blocked phone schedule.
• Proactively make outbound calls to secure and confirm bookings.
• Achieve first-point resolution on the majority of calls.
• Provide calm, patient service to older Australians, including capacity enquiries and frequently asked questions.
• Action every call outcome in the system, including cancellations, rebookings and callbacks, before closing the interaction.

Administration and Coordination

• Maintain progress notes accurately and on time.
• Complete MyAgeCare portal tasks.
• Manage the Zendesk ticket queue, including tickets generated by the AI voice agent.
• Make ad hoc calls to obtain new clinician consent.
• Maintain CRM records, schedule appointments and coordinate calendars.
• Submit a daily End of Day report.

Required Skills

• Demonstrated experience in accounts receivable, billing or debt management within an Australian healthcare, aged care, disability or NDIS setting.
• Working knowledge of at least one government-funded care funding stream, and the ability to learn several more.
• Proven ability to follow a multi-step process through to completion without prompting.
• Reads a full enquiry and identifies compound questions before responding.
• Asks for clarification when a request is unclear, rather than proceeding on an assumption.
• Comfortable making outbound calls about money, including overdue accounts.
• Able to prioritise urgent and business-critical work ahead of easier or more comfortable tasks.
• Strong professional written and verbal English.
• Reliable internet and power, with a documented backup arrangement.

Nice to have:

• Experience across more than one funding stream.
• Experience in a clinical, allied health or community care practice.
• Prior experience in a high-volume phone environment.

Who This Role Suits

• Accountable: owns the whole outcome, not just the first step.
• Asks rather than assumes.
• Composed during difficult payment conversations.
• Prioritises by business impact, not by ease.
• High attention to detail under volume.
• Patient and empathetic with older clients.
• Reliable and self-motivated.
• Solutions-focused, and willing to build their own checklists and reference notes rather than waiting to be told twice.

What Success Looks Like

• First 30 days: learn the business, the services and the client base, and each funding stream and how it is billed. Shadow Sarah on live billing enquiries with no independent billing replies in this period. Take up the rostered phone schedule, take ownership of progress notes, learn the Zendesk queue and the MyAgeCare portal, and begin building a personal FAQ and checklist for recurring processes.
• Days 31 to 60: draft every billing reply for Sarah’s review before it is sent, demonstrate correct identification of the funding stream and management type before drafting, and own the full action chain on approved replies. Begin the fortnightly debt cycle alongside Sarah, make outbound booking calls independently, and own all call outcomes end to end.
• Days 61 to 90: handle routine billing enquiries independently without pre-send review, recognise the complex and contested cases that genuinely need escalation, run the fortnightly debt cycle end to end and present the final report with commentary and waiver recommendations, hold client debt within agreed thresholds, and run reception, progress notes and the Zendesk queue without prompting.