Purpose of Position

To manage the administration function of Right at Home Geelong. This would include assistance with handling incoming telephone and internet enquiries, recruitment and orientation of carers, scheduling care and monitoring operational performance.

 In addition to Office Administration tasks, this role will manage inside sales enquiries and develop relationships with clients and their families.

Client Focus

• Dealing with a range of disabled, seniors and frail elderly customers and their families on a daily basis, this role will handle anything from information requests, feedback, general care enquiries to complaints.

• Serves as a liaison between referral sources, families, carers and staff members.

• Schedules services using CRM, recovers information on clients and carers for input into the system.

• Seeks to match clients with carers.

• Ensure all client contact is managed in an empathetic, friendly, interested and patient manner to quickly build rapport, trust and confidence in Right at Home to ensure a positive and professional client experience every time.

• Use a variety of superior interpersonal communication skills to deliver genuinely respectful client engagement, including active listening, gaining all customer details, information gathering, problem analysis and solving, persuasiveness, and negotiation.

• Provides client and family education on the nature of services that are available and the effect and benefit of the care plan.

• Arranges initial client appointments for the Care Management staff.

• Prepare client take-on documentation and filing system.

• Ensures billings are accurate and descriptive of services provided.

Administrative Functions

• Implementing and maintaining all relevant operating systems, CRMs , policies & procedures & service conditions for carers, nurses & other care professionals.

• Implementing and maintaining computer systems and office equipment.

• Implementing and maintaining telephone and communications systems.

• Organisation of the office layout and arrangements, including equipment, stationery, cleaning, catering, and staff amenities.

• Ensuring that client enquiries are handled in a professional and effective manner so as to support the care management team in selling services to families.

• Assisting with managing the recruitment and orientation of employees.

• Serves as a liaison with the accounts department, ensuring proper billing in line with the care plan.

• Compliance with WHS regulations.

Skills, Knowledge and Abilities

• Establishes and maintains effective communication and harmonious working relationships.

• Well organised and methodical.

• Systems-oriented.

• Willingness to learn.

• Updates knowledge and skills by pursuing continuing professional development.

• Time management and organisational skills.

• Ability to develop/implement and evaluate organisational and client-focused documentation and systems.

• Analytical and report writing skills.

• Ability to create and promote a positive and supportive culture where all staff are valued.

• Ability to manage, direct and supervise staff, coordinating and assessing work activities.

• Problem solving, negotiation and conflict resolution skills

Key Selection Criteria

• Appropriate qualifications and experience as an office manager.

• Australian Federal Police Clearance Certificate.

• Driver’s License and comprehensively insured dependable private vehicle.

• Demonstrated ability to communicate effectively with Clients/ significant others and members of the Care Team.

• Demonstrated ability to maintain and promote the safety of clients, self and others, including a knowledge of emergency procedures and Work Health and Safety.