Quality and Care Associate

1 week ago

Docklands, Victoria, Australia Mercer Full time

Quality and Care Associate - Care & Living with Mercer

Aged Care

What can you expect?


Care & Living with Mercer (CaLM) is a unique service helping ageing Australians and their carers understand and more easily access aged care and living options.

The guidance and advice is made available to Australians through their employer or Superannuation fund as a benefit, via selected financial advisors or to consumers directly.

CaLM has the goal of being the most widely used service of its kind in Australia.


As the Quality and Care Associate you will be primarily responsible for managing the activity, process integrity and database of Care & Living with Mercer's vetted aged care providers; and ensuring the content across the Care & Living with Mercer platform remains updated and fit-for-purpose to deliver the service to our customers; and supporting the Care Consultant team for other duties such as customer Plan reviews and reporting purposes 'as needed'.


What is in it for you?
At Mercer, we recognize that our most important asset is our people.

We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with every opportunity to reach your full potential.

We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more

  • Flexible work arrangements
  • Leading training and development program
  • Professional environment where your career path really matters and is supported in our global organization
  • Great team environment with energetic and supportive colleagues
  • Genuine work life balance

We will count on you to:

  • Due diligence of aged vetted care providers:
  • Manage and maintain the process for conducting due diligence of providers that Care & Living with Mercer will suggest to customers, including updating the due diligence spreadsheet and input fields as required.
  • Manage and maintain the database of vetted providers and their associated status (recommend, do not recommend, on hold).
  • Work in partnership with the Care Consultant team colleagues to initiate provider due diligence when required for customers plus update provider due diligence records when Care Consultants have new information based on interaction with providers.
  • Build relationships with providers contacts 'as required'. Connections to build and develop the knowledge, brand and trust of Care & Living with Mercer with the contacts.
  • Information library: Maintaining the content of the Information Library with changes provided by DCM Media as well as any changes requested by the Product & Operations Leader.
  • Customer Plan actions: Maintaining the content of the Plan actions and related information based on changes requested by the Care Consultant Leader and Product & Operations Leader.
  • Periodic reporting: Collect required reporting data from Care Consultants and report in format required for other functions within Care & Living with Mercer, such as Client Growth Leader and Marketing Manager.
  • Periodically support completion of customer Plan reviews with other Care Consultant team members.
  • Stay abreast on industry news and developments that may have impact on Care & Living with Mercer's services.

What you need to have:

  • Administration experience ideally gained in Aged Care.
  • Ability to build strong relationships with providers' someone who isn't afraid of phoning the provider and building relationships.
  • Excellent communication
  • Good customer service

What makes you stand out:

  • Aged care industy experience
  • Experience in Allied Health
  • Sales experience

About us:

  • Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law._

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