Description:
- Permanent, full time position
- Based in Adelaide
About us
The National Disability Insurance Scheme (NDIS) is the largest Australian social reform since Medicare. It’s life changing for people with disability… but that doesn’t mean it’s easy to navigate. And that’s where My Plan Manager Group comes in!
As a financial intermediary operating in the NDIS ecosystem, we un-complicate the NDIS for participants by supporting them to manage the funding in their NDIS plans. That means our award-winning team and tech take care of financial administration – like managing budgets, processing invoices, and providing compliant financial reporting – and our clients get on with what’s important to them.
About the role
The Team Manager – Provider Resolutions is responsible for actioning provider requests and providing resolution to escalated issues, whilst ensuring quality, productivity, and payment integrity targets are met.
What you’ll do
Reporting to the ,Service Delivery Manager – Provider Solutions you’ll:
• Implementat productivity and service standards to support current operations.
• Oversee team productivity allocating resources to manage provider resolutions queues ensuring refunds and credit notes are actioned promptly.
• Ensure complaints are managed in accordance with MPMG Policy and NDIS statutory Rules.
• Have a sound understanding of line 1 risk principles and effectively monitor and reports issues as required
• Respond to provider escalations and complaints in accordance with MPMG service standards and NDIA guidelines.
• Undertake inbound and outbound phone calls with service providers as applicable to resolve questions and queries.
About you
You’ll ensure staff are working towards the goal of “first contact resolution” where applicable and possible.
To be our next Team Manager – Provider Resolutions, you’ll have:
• The ability to analyse information and problem solve to resolution.
• Proven ability to deliver high standards of customer service.
• Proven ability to engage with customers/providers over the phone to build relationships and collaboratively solve over payment issues.
• High levels of attention to detail.
• Experience in Microsoft Office suite – Outlook, Teams, Sharepoint, Excel, Word, Forms.
• Proven experience in Salesforce and/or the Provider Digital Access (PRODA) platform is advantageous.
• To demonstrates strong interpersonal skills and the ability to establish effective business relationships with internal and external partners
What’s on offer
As Australia’s first, largest and leading provider of NDIS plan management services, we’re offering:
• full time position (between 8am and 6pm, Monday to Friday)
• a bright, modern and sustainable office in a prime city location
• ongoing training, support and guidance to help you reach your full potential
• room for career growth
• an extra two days of paid leave each year to engage in volunteering activities with a registered charity of your choice
• a fun, inclusive and vibrant workplace culture
We embrace equal opportunity, and we thrive on it!
At My Plan Manager Group, we don’t just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our clients, our team, and our work. We’re proud to be an equal opportunity employer that embraces diversity.
How to apply
If you’d like to apply for this role, please click the ‘apply now’ button and follow the prompts.
Applications close on Tuesday 11th March 2025