Customer Services Officer - Records

Company Description

To coordinate and deliver, as a member of the Customer Services Team - Records, a range of high quality, customer focused business processes and services for the provision of independent medical assessment and advice to Medilaw customers.

Please note, that the specific tasks listed in this position description are not all inclusive. The tasks listed are to be used as a guide only and other objectives and / or tasks may be agreed from time to time. MedHealth reserves the right to adjust role responsibilities and functions in line with the strategic direction and needs of the business.

• Job Description
• Coordinates all activities associated with the examinee's files, incoming legal briefs, business records and other information.
• Use customer portals to retrieve documentation for upcoming assessments.
• Process letters of instruction and highlighting important information for the doctors.
• Prepare complete examinee medical files to ensure that scheduled appointments can be completed effectively by the consultant practitioner.
• Provide administrative support to the consultant practitioner, as necessary, to support the effective delivery of their services to Medilaw.
• Plan courier deliveries of files to consultants where required.
• Respond to customer enquiries about statuses of reports and ETA's of report provision.
• Follow-ups with doctors for additional information and radiology.
• Maintain and monitor Medilaw source systems / databases to ensure customer information is current and up to date.
• Utilise and monitor Medilaw systems and databases to ensure customer information is current and up to date.
• Perform all work in accordance with the Quality Management System and actively support the team to do this.
• Actively provide feedback about the performance of the quality management system to MedHealth Group's Quality Management Representative.
• Adhere to internal policy & procedures for systems and processes to facilitate knowledge management and retention relevant to your role and the business areas you are responsible for.
• Qualifications
• Considerable experience and knowledge of medico legal reports, instructions and legislative requirements to ensure fit for purpose reporting.
• Highly motivated and will use initiative to solve problems that hinder efficient workflow.
• Effective time management skills.
• Understand prioritisation and individual customer SLA's.
• Strong verbal and written communication skills.
• The ability to build strong team relationships.
• Excellent Corporate work ethic.
• Specific Knowledge and Skills
• Advanced understanding of Word and other publishing systems.
• Comprehensive knowledge of medical terminology.

Additional Information

Our fast-growing team of more than 3,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.