Customer Care Manager

7 months ago

Unley, Australia Healthcare Australia Full time

Based in Unley - Case load Northern suburbs
- Hybrid working conditions plus 5 weeks of annual leave (conditions apply)
- Opportunity with Australia's leading Healthcare Provider

**About Us**:
Now in our 51st year, as an employer today we focus on our people to ensure a great home/work life balance. We're proud of our heritage and progressive about the future.

We play a crucial role in shaping the future of Healthcare in Australia; we encourage hybrid working arrangements, along with 5 weeks of annual leave - and we enjoy a working environment where our employees feel valued.

**The Role**:
Outstanding opportunity for a true 'people person' to continue to drive our successful business to new levels

this role is located in Unley and the case load is in the north. With a dedicated focus on the customer, you will manage an existing client base, building relationships and working collaboratively with the State Team to ensure that services delivered are of a high quality, offer an excellent customer service and workforce experience.

This is an exciting opportunity to become an integral member of our team and further build on the growth and success of our business. As an employer, HCA has a strong reputation in promoting from within and recognising hard work.

This role represents a great chance to learn and showcase your people skills in a fast paced and varied environment.

**Key Responsibilities include**:

- Manage a caseload of customers and deliver an excellent customer experience
- Develop support plans that support the delivery of quality outcomes for customers in line with their funding and service plan
- Monitor the successful delivery of customer outcomes and conduct document service reviews at agreed times
- Complete all service delivery compliance and reporting requirements including Quoting, Service Agreements, Funding and Debt Management Activities and Plan Reviews
- Maintain and manage the funding budgets and supports to meet the customers’ needs and ensure customers’ funding is managed effectively for the funding dates
- Maintain communication with customers, support coordinators and plan managers regularly regarding funding and service delivery
- Support the business development and onboarding function, including the assessment and suitability to provide services in line with HCA’s related policies and procedures
- Work collaboratively with the Recruitment and Rostering teams to onboard and build our workforce capacity and capability to deliver an excellent workforce experience
- Experience in aged care, with knowledge of Home Care Packages and Aged Care Quality Standards is desired
- Exceptional presentation, organisational and interpersonal skills
- Willingness to learn and adapt to changing markets
- Initiative, flexibility and strong attention to detail
- Client oriented, with the ability to focus on enduring the client's needs are met
- Emotionally intelligent and an ability to empathise with customers and respond to their ever-changing needs

**Qualifications & Experience**:

- Relevant tertiary qualifications or experience in healthcare industry or similar
- Strong understanding or Aged Care and/or other health related services
- Experience and success in working in a customer focused service business.
- Current or willing to obtain National Police check
- Covid-19 Vaccination and yearly influenza vaccination

**About HCA**:
Healthcare Australia (HCA) is Australia's largest specialist healthcare recruitment and staffing provider. We are a large and diverse healthcare business with a strong presence in the staffing of nursing, community, allied and Crisis Response Management sectors in all States of Australia.

**Our Benefits**:

- **People-Centric Culture**: Experience a workplace where people are at the heart of everything we do, guided by our core values.
- **High-Quality Product**: Work with a top-notch product, ensuring your efforts are backed by excellence
- **Supportive Team**: Thrive in a close-knit, friendly, and supportive team environment
- **Continuous Development**: Benefit from ongoing training and support with access to an education allowance to nurture your skills and career
- **Hybrid Work**: Enjoy flexible hybrid working conditions that empower work-life balance
- **Generous Leave**: Access extra leave (conditions apply) to recharge and rejuvenate and a day off for your birthday

**Our Culture**:
We are a team working together, we never forget that we’re people-focused. We respect human relationships and aim to make a big difference in people’s lives across the country. We embrace a culture of inclusivity and we align our actions with **Our Values**:
**We are accountable | We care | We are team players | We are leaders | We understand your needs**

Working for HCA will put you in a strategic position, with opportunities for career growth and development along with financial and non-financial benefits. Healthcare Australia will continue to grow at exponentia

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