Sales & Admissions Administrator

1 month ago

Gosford, Australia BaptistCare Full time

**About Us**

BaptistCare is a leading for-purpose Christian-based care organisation that supports thousands of people across more than 100 locations in NSW, ACT and WA. From humble beginnings in 1944, BaptistCare has grown into one of the nation’s most respected care and community services providers. We create strong and caring communities and place people at the centre of all we do.

About BaptistCare Orana Centre Located in the beautiful Central Coast suburb of Point Clare, Orana Centre has comfortable living at its heart. It’s dotted with private sitting rooms, barbeque areas, landscaped gardens and numerous courtyards for residents and their families and friends to enjoy. Point Clare’s amenities are always close at hand to residents, who come to us for a range of care services including dementia care and respite care services. Locally loved, we have been committed to serving the Central Coast community since 1973

**About the role**

**This role is a dual role of Sales and Admissions Administrator and Administration 60 hrs fortnightly.**

**Your Role: Sales & Admissions Administrator**

In this role, you’ll be responsible for ensuring a seamless experience for residents and their families by managing the admissions process, supporting occupancy targets, and ensuring residents’ needs are met. You will provide key administrative and customer service support, liaising with teams across BaptistCare to guarantee a smooth transition for customers into our Residential Homes.

Your Role: Administration You’ll be part of a team, empowering and supporting one another to make a meaningful difference in the lives of the people we serve. As Administration Officer you are responsible for delivery of administrative functions for aged care services.

**Key Responsibilities**:
**Occupancy**:

- Collaborate with the Sales Hub to meet targeted sales and occupancy rates for BaptistCare Homes.
- Ensure efficient management of the admissions and discharge process, providing up-to-date information to Residential Managers and Sales Hub team leaders.
- Liaise with maintenance teams to ensure rooms are prepared and ready for incoming residents.
- Manage local inquiries and ensure they are captured accurately in the CRM system.
- Conduct home tours for prospective residents and their families, aiming to convert inquiries into confirmed admissions.
- Ensure all required documentation is completed and submitted in a timely manner to prevent delays in admissions.

**Customer Service Excellence**:

- Display our core values of Love, Empowerment, Respect, and Reliability when interacting with customers.
- Provide high-quality customer service during inquiries, interviews, and facility tours.
- Listen to customer needs and ensure appropriate placement or referral to the right BaptistCare services.
- Demonstrate empathy and offer support to families experiencing difficult emotions during their journey into aged care.
- Ensure timely resolution of customer concerns and keep them updated throughout the process.

**Payments and Fees**:

- Ensure accurate and timely processing of accommodation payments and fees.
- Set up resident records and direct debit payments from Day 1 of admission.
- Handle accommodation payments and fee refunds within required legislative timeframes.
- Follow up on any outstanding accommodation payments or fees to ensure compliance with prudential requirements.

**Administration & Record Management**:

- Prepare and issue professional letters and agreements for residents and families.
- Maintain accurate records for respite and permanent bed utilization, ensuring they are up-to-date.
- Handle documents and files with care, ensuring the privacy and confidentiality of customer information.
- Ensure agreements are signed and returned promptly to BaptistCare, following up with families as needed.

**Key Requirements**:

- Experience: Proven experience in a customer service or administrative role, ideally within the aged care sector or a healthcare setting.
- Skills: Strong communication skills, with a warm and professional manner when dealing with families and customers.
- Technical Ability: Proficiency in using customer management systems (CRM) and other relevant technology.
- Organizational Skills: Strong time management and attention to detail, with the ability to manage multiple tasks and priorities.
- Empathy: Demonstrated ability to handle sensitive situations with care, patience, and professionalism.
- Compliance: Knowledge of the Aged Care sector, including understanding of admission and discharge processes, payments, and relevant legislation.

**Benefits**
- Salary packaging available
- Fitness Passport available—unlimited access to a wide range of fitness facilities
- Medibank Private Health Insurance discounts
- Access to in-house and online training programs
- Supportive, positive team environment
- Access to family-friendly benefits like our EAP (confidential counselling and support services)

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