- Work for Australia’s most trusted and iconic charity
- Permanent full-time, position available
- Access to salary packaging options to reduce your taxable income

The Organisation
Proudly serving Australians since 1928, the Royal Flying Doctor Service (RFDS) provides emergency aeromedical and allied health services for people in rural and remote Australia. We strive towards improving the health and wellbeing of our rural communities and believe in creating opportunities, so all Victorians have the choice to access essential primary health care services.

About the Role
The Client Experience Lead is crucial in ensuring an efficient and high-quality client journey from booking to billing and beyond. You will be responsible for leading and managing the client services team within Primary Health Care (PHC). You will also support the Head of Operations in developing and implementing strategies to enhance service sustainability and effectiveness, driving operational excellence and managing escalations.

Key responsibilities include but not limited to:
- Establish and maintain a culture that promotes engagement, sets clear goals, and enables high performance within the team.
- Identify potential risks in delivering services and implement measures to mitigate them, ensuring safe, quality client experience and ensuring that program delivery targets are meet.
- Maintain knowledge of and interpretation of relevant Medicare rules and RFDS contract funding as they apply to RFDS PHC services.
- Identify areas of improvement for digital software utilisation and collaborate with Digital team to ensure most effective digital practices.
- Cultivate strategic partnerships with key stakeholders to enhance program impact and negotiate service requirements.

To be successful, you will need:
- A relevant tertiary qualification in Health, Business or Digital design/administration or equivalent to 5 to 10 years of professional experience in the health or not-for-profit sector.
- Significant experience in a similar role on client experience and team management, digital literacy and program planning, data management and reporting processes.
- Experience in using Microsoft Office, digital and online data and clinic management systems, Best Practice, MMeX, Traeger etc.
- Sound knowledge of the Medicare Benefits Schedule (MBS) and online claiming
- Ability to drive in metropolitan and rural areas
- A proven ability to lead, coach, and develop others, fostering growth and creating a supportive environment for success
- Strong organizational skills with a keen attention to detail and excellent analytical abilities
- Ability to problem solve, think critically and multitask in a fast-paced environment. 
- Experience accepting responsibility and working under pressure, often with conflicting demands
- Satisfactory completion of safety screening including a current Working with Children's Check, National Police Check, Drivers Licence and the right to work in Australia.

Our Benefits
- Employee Assistance Program (EAP)
- Access to salary packaging options to reduce your taxable income for all employees, including our casuals
- Enjoy a full-time role with flexible work arrangements to work from home and at our Richmond office, as well as options for purchased leave.
- Great parental leave benefits in addition to government parental leave.

Need more information?
For any enquiries, please email careers@rfdsvic.com.au

To access the position description and to apply please click the ‘Apply’ to be redirected to our Career Centre.

Applications close on Wednesday 9 April 2025.

Please note that we are unable to accept late applications, or applications submitted via email.

We aim to fill vacancies as quickly as possible. This means that we will close advert as soon as we have found the right candidate, and this may be before the published closing date. We would therefore advise interested applicants to apply as early as possible.

The Royal Flying Doctor Service, Victoria, is committed to creating a diverse environment and is proud to be an equal opportunity employer. We encourage applications from individuals of underrepresented backgrounds to apply, including but not limited to, those from Aboriginal and Torres Strait Islander, culturally and linguistically diverse and LGBTQI communities.