ABOUT THE ROLE
The Client Services Coordinator is part of the Client Services team, reporting to the Client Services Team Leader. The Client Services Team serves as the ‘engine room’ for Prestige and has the objective of delivering the most efficient, effective, and high-quality service for daily care service, and supporting client and carer enquiries.
To succeed, our Client Services Coordinators are persistent and have impeccable follow through. Duties will include service coordination i.e. arranging staff rosters, providing support and supervision to a team of direct care staff over the phone, following up on client enquiries, contributing to process development and supporting the selection and onboarding of new care staff.
On a rotation basis, our Client Services Coordinators also share responsibility for after hours on-call duties to support staff and clients with urgent matters that cannot wait until the next business day.
The purpose of the Client Services Coordinator after hours is to:
- Ensure the new and existing client’s care needs are met through timely, accurate rostering of care staff who are a ‘best match’ to offer the highest possible level of professional home support by tailoring needs to the client.
- Coordinate staff resources to balance efficiency with quality service delivery at all times
- Ensure timely communication about schedules with clients, their family members and direct care staff
- Respond to feedback and incidents, ensuring accurate documentation and investigation into causes to ensure continuous improvement of services
- Timely responses to all incoming communication
- Phone-based advice, pastoral care, Contribute to policy, procedure and process development, audits and document control
- Day to day relationship management with broker partners
- Compliance with organisational and industry policies, procedures, standards and guidelines
- Exceptional communication with all referral contacts and enquiries
- Manage all phone queues after hours
ABOUT YOU
You’re interested in and enjoy being helpful and you’ve had some experience in customer service, so you understand what it takes to respond to people requests. This role is about being the best support to the team and people of Prestige.
You’re the go to for information for all sorts of things. You’re a problem solver. You can think outside the box and if you don’t know the answer, you have a way of finding out. You’re pretty savvy on a computer. You can confidently navigate your way around operating and online systems, with MS Office, competent using databases or CRMs.
You are a quick thinking and quick to action. You tend not to rest until things are done, you’ve always been known for your dedication and resilience.
You enjoy being productive and getting things one. You have an eagle eye and get things done well and on time. for Because you are proactive and organised, you have a knack for helping people which makes you reliable and people trust you.
Previous service coordination/ rostering or community care experience is ideal. Relevant qualifications and experience in community services, disability or as an Enrolled Nurse is an advantage.
WHAT’S IN IT FOR YOU?
- Work with a secure and growing business with a great reputation in the community and the industry
- Be part of an experienced service coordination team available 24/7
- Have an impact - know that through your work you are making a difference in people’s lives
- Fun and enthusiast team culture
- Casual dress Friday!
ABOUT US
Prestige Inhome Care is a private provider of high-quality home-based care services to vulnerable members of our community. We specialise in providing dedicated nurses and professional carers committed to help people stay in their own home. Our vision is to help people remain in the comfort, security and familiarity of their own home for as long as possible.
HOW TO APPLY
Submit your application with your resume and cover letter addressed to Onella. Contact Onella on [email protected] with any questions about this opportunity.
All appointments are subject to a satisfactory National Police History Check. Police check outcomes are considered in accordance with applicable legislation and standards.
