Client Service Manager

1 week ago

Perth Central Business District, Australia Amana Living Full time

Job no: 496062

Work type:
Full time

Location:
Perth CBD, Inner & Western Suburbs

Categories:
Service Coordinator

ABOUT US


Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962.

We offer a broad range of services, including residential care facilities, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services.

Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

THE ROLE


The Client Service Manager (CSM) is responsible for effectively managing the service relationship between each client in their portfolio and the organisation.

The CSM is primarily concerned with ensuring that the client receives optimal levels of care and services to support them to remain living independently in their own home.


_ Key responsibilities_

  • Act as a first point of contact for clients and their families and provide appropriate and current information regarding services available to them through the CDC package
  • Management and recording of client complaints and compliments in accordance with Amana Living's Feedback Policy & Procedure
  • Ensure all wellness visits, client contacts and annual reviews are completed in accordance with procedures to ensure optimum care and support for clients
  • Building plans linked to ACAT/ NSAF assessments, assessment of the client and client goals with appropriate involvement from the clinical and allied health team
  • Ensure care plans are reviewed and updated at least annually and in response to changes in care needs
  • Manage the client's funds to ensure that care and services can be delivered at the appropriate level whilst ensuring no deficits or high surpluses are created
  • Ensure all clients have a current budget planner and that the budget planner is updated with any ongoing change in services or funding
  • Conduct assessments with new clients with a focus on understanding needs, responding positively and accurately to questions, and demonstrating why they should choose Amana Living
  • Ensure all clients have a face to face 12 weekly wellness visit and have contact every 6 weeks

ABOUT YOU

_ Competencies & Behaviours_

  • Proven ability to meet the expectations and needs of clients that meet individual goals by considering a range of options and services
  • Experience in going beyond customer expectations by being consistent, timely and responsive. Encourage ongoing feedback to ensure that the service remains client centric and responsive
  • Time management and organisational skills, basic finance principles, the ability to multitask and to work effectively and accurately under pressure to meet deadlines
  • Passion for customer service and working with older people

_Essential Criteria_

  • Evidence of COVID19 and 2023 Flu vaccinations
  • Ability to obtain a National Police Clearance _(within 6months validity)_
  • Successful completion of preemployment health form and reference checks
  • Class C drivers' licence
  • Certificate IV Community Service Coordinator, EN or RN qualification _(desirable)_

WHAT'S ON OFFER


Working for Amana Living offers you a fulfilling career with the opportunity to have a meaningful impact on the community we support, while advancing your professional development in a high performing team.


  • Salary packaging benefits up to $18,550 per annum
  • Discounted private health insurance with HBF and Medibank Private
  • Health and Wellbeing programs and more

Shortlisting and interviews will commence immediately.

Advertised: 16 Aug 2023 W. Australia Standard Time

Applications close:

**Position Description

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