As a Customer Care Specialist, you will play a vital role in delivering exceptional support to clients by managing engagement, guiding them through approval processes, assisting with marketing efforts, and handling key administrative tasks. You’ll serve as a primary point of contact, ensuring clients receive timely, accurate, and compassionate service throughout their journey.

Client Engagement:

• Develop and implement strategies to foster positive relationships with clients, their families, and relevant stakeholders
• Act as a primary point of contact for clients, providing information, support, and guidance throughout their engagement with the organisation
• Address and resolve customer complaints in a timely and efficient manner, escalating issues to higher management when necessary
• Conduct follow-up communications with customers to ensure their issues have been resolved satisfactorily
• Notify Consumers of community events

Approval Assistance:

• Assist clients in navigating the approval process for home care packages, including understanding eligibility criteria, completing necessary documentation, and liaising with relevant authorities
• Provide guidance and support to clients in selecting the most appropriate home care package options based on their individual needs and preferences
• Collaborate with the organisation's internal teams to streamline the approval process and ensure timely outcomes

Marketing Support:

• Contribute to marketing campaigns and initiatives to raise awareness about home care packages and the organisation's services
• Maintain a deep understanding of the company's products and services to offer accurate information and guidance to customers
• Gather customer feedback to help improve products, services, and customer experience

Administrative tasks:

• Assist client engagement team with referrals and intake
• Maintain accurate and up-to-date consumer records
• Assist with data entry and document management
• Participate in team meetings and provide updates as required
• Undertake other administrative duties as required
• Perform other clerical duties such as filing, photocopying, transcribing and faxing
• Assist the rostering team in creating and updating staff schedules
• Respond to telephone and email enquiries
• Liaise with other departments and external stakeholders as required
• Other tasks as delegated to support the ongoing functioning of the workforce.

What you bring to the role:

• Previous experience in a customer service role is preferred
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and handle stressful situations
• Strong problem-solving abilities and attention to detail
• Understanding and being part of the client's vision and values
• Complying with organisational policies and procedures
• Complying with Aged Care Act 1997, Home Care Standards and Guiding Principles, and NDIS Practice Standards and 2013 NDIS Act
• Ensuring technical skill and knowledge for the position are current
• Being committed to ongoing learning and participation in continuous improvement activities to ensure a high-quality service is maintained
• Attending compulsory training as directed
• Demonstrating a positive attitude toward older people, including an understanding of their needs and a commitment to uphold their rights as individuals
• Ability to comply with and awareness of work health and safety (WHS)
• Sound understanding of compliance in Aged Care and NDIS (including the quality standards, WHS, infection prevention and control, and SIRS) setting

What you will need to demonstrate

To excel in the health sector and align with the client's vision and values, you will need to demonstrate the following:

• Understanding and Embracing Vision and Values: Develop a profound understanding of the mission, vision, and values and actively incorporate them into your daily work
• Organisational Policies and Procedures: Strictly adhere to the organisation's policies and procedures to maintain consistency and quality in service delivery
• Compliance with Regulatory Standards: Ensure strict compliance with relevant healthcare regulations, including the Aged Care Act 1997, Home Care Standards, Guiding Principles, and the NDIS Practice Standards and 2013 NDIS Act
• Current Technical Knowledge: Keep your technical skills and knowledge up-to-date, ensuring you meet the evolving demands of the healthcare sector
• Commitment to Ongoing Learning: Demonstrate a dedication to continuous learning and actively participate in activities for continuous improvement to uphold a high-quality service standard
• Trust, Confidentiality, and Integrity: Maintain a strong sense of trust, confidentiality, and integrity, particularly when handling sensitive patient information
• Communication Proficiency: Exhibit excellent communication and writing skills, as effective communication is vital for patient care and collaboration with colleagues
• Versatility in Role: Be willing to work across all areas within the organisation and occasionally engage in operational or transactional tasks to ensure seamless service delivery
• Interpersonal and Relationship Building Skills: Build robust relationships with colleagues and stakeholders, with the ability to consult and provide advice to individuals at all levels within the organisation
• Problem Solving and Critical Thinking: Demonstrate strong problem-solving and critical thinking skills to address healthcare challenges and improve patient outcomes
• Technological Adaptability: Possess a strong ability to work with various technologies effectively, given the integral role technology plays in modern healthcare
• Team Collaboration: Be capable of working both independently and as an effective team member, collaborating with colleagues to achieve shared goals
• Positive Attitude and Flexibility: Show enthusiasm, flexibility, and a positive outlook, which can have a constructive impact on patient care and team dynamics
• Professional Development Commitment: Maintain a commitment to continuous learning and be open to feedback and coaching, particularly within a "real-time" assessment framework, to enhance your performance
• Understanding of Team Dynamics: Grasp the dynamics of team relationships and demonstrate your ability to connect and work collaboratively with others in a team environment
• Effective Time Management: Excel in time management and setting priorities, ensuring tasks are completed efficiently and effectively
• Openness to Feedback: Be receptive to feedback from various sources, as feedback is essential for personal and professional growth
• Transparency and Flexibility: Exhibit flexibility in your approach and maintain transparency in your actions and decisions
• Self-Motivation and Initiative: Be self-motivated, proactive, and capable of taking initiative to drive improvements and advancements in the healthcare services you provide
• Attendance at Compulsory Training: Attend mandatory training sessions as directed by the organisation to remain updated on best practices and emerging trends in the allied health sector
• Calmness and Resilience: Maintain composure and resilience, especially in high-pressure situations, as healthcare often demands the ability to handle stress and adversity effectively

Please refer to job description.