Customer Accounts Consultant
Core
Manage high-volume customer accounts for outstanding co-contribution balances, establish payment solutions, and process refunds for home care recipients and their families.
Role type
Senior IC collections officer (healthcare)
Builds
Payment plans and direct debit authorities for care recipients
Domain
Healthcare + debt collection
Required skills
outbound calling, payment plan negotiation, direct debit setup, CRM record keeping, compliance with debt collection legislation, reporting on account resolution
Preferred skills
experience with older clients, empathy in communication, problem-solving
Technologies
Microsoft 365 (Excel), CRM
Responsibilities
Manage inbound and outbound calls regarding outstanding balances, work with clients to establish payment solutions, process Income Tested Fee (ITF) refunds, maintain accurate records of customer interactions, escalate complex accounts, prepare regular reporting on account resolution activity, ensure compliance with Services Australia requirements