National Manager Engagement Concierge

6 months ago

Melbourne, Australia Bupa Full time

**About the role**

As our National Manager Engagement Concierge, you will oversee and optimise the operational and financial performance of the call centre, specifically catering to the unique needs and challenges of the aged care sector. This role involves managing and growing the call centre through a deep understanding of the customer journey into aged care. The manager is responsible for aligning the call centre’s activities with business requirements, focusing on achieving growth in occupancy.

In addition to supervising the daily functions of the Engagement Concierge team, you will collaborate closely with the Head of Customer Concierge. Drawing upon your Aged care financial expertise, you will offer strategic recommendations and make process adjustments as required, ensuring the team effectively supports the financial objectives of the Care Homes.

Managing BVAC’s aged care enquiries requires a combination of leadership, empathy, and a deep understanding of the aged care industry. It's essential to balance operational efficiency with a compassionate approach to address the unique needs of elderly callers and their families.

**In this role, you will be responsible for**:
**Call Centre Leadership**
- Oversee the use of call centre technology, including phone systems, resident select, Zooho and Epicor
- Ensure that technology is used efficiently to streamline processes and improve customer service
- Implement and maintain quality assurance programs to ensure that calls are handled professionally, accurately, and with empathy.
- Monitor calls regularly to identify areas for improvement and provide additional training as needed.
- Implement strategies to improve customer satisfaction and the overall customer experience.
- Analyse customer feedback and use it to make improvements in processes, scripts, and staff performance.
- Stay informed about relevant regulations and compliance requirements in the aged care industry.
- Ensure that call centre operations adhere to all legal and regulatory standards.
- Foster effective communication within the call centre team and with other departments.
- Collaborate with other organisational units, such as marketing and operations, to ensure a holistic approach to customer service.
- Recruit, train, and manage call centre staff, ensuring they have the necessary skills and knowledge to handle inquiries related to aged care.

**Invoice Query Management**
- Provide Support to the head of Customer concierge to develop a systematic process for resolving invoice-related issues, ensuring that support agents can efficiently navigate and troubleshoot customer queries
- Train support staff to handle invoice queries with empathy and patience, understanding the potential frustration or confusion customers may experience
- Prioritise timely responses to reassure customers and address their concerns promptly
- Implement a tiered support system to escalate complex issues to higher-level specialists if needed

**Occupancy Reporting and Analysis**
- Analyse call centre metrics and generate regular reports on key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction.
- Use data to identify trends, make informed decisions, and implement improvements.

**Referrer Management**
- Identify and establish relationships with referrers, which may include healthcare professionals, social workers, community organizations, and other agencies.
- Develop a strategy for ongoing relationship building and maintenance or the call centre
- Provide referrers with clear and accessible communication channels for making referrals, asking questions, and seeking information.
- Ensure that the call centre team is knowledgeable about the referral process and can guide referrers effectively, action their request promptly,
- Establish and adhere to response time standards for processing referrals.
- Foster collaboration between the call centre and aged care service providers to ensure a seamless transition for clients.
- Establish clear communication channels between the call centre, service providers, and referrers.
- Encourage a culture of continual improvement within the call centre, seeking ways to enhance the referral process and strengthen referrer relationships

**Involvement in continuous improvement and targeted projects**
- Support the Head of Customer Concierge in providing recommendations for related projects and continuous improvement activities, relating to the end-to-end enquiry process and requirements for contact centre efficiencies.

**To be successful in this role, you should have**
- 5 + years’ experience in call centre operations/ Aged care admissions is essential, preferably in a managerial role
- Experience working in the healthcare or aged care sector to understand the specific needs, challenges, and regulations associated with providing care to the elderly is essential.
- Proven experience in managing customer service teams, with a focus

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