Customer Support Manager

1 week ago

Sydney, Australia Claro Aged Care and Disability Services Full time

**Who we are**:
We provide outstanding, customer-focused health, aged care and disability services to Australians in their own homes, and in the community via our 2 healthcare brands, Plena and Claro

Claro Aged Care and Disability Services - A leading provider of aged care and disability services across Australia. Our name ‘Claro’ comes from Latin and means ‘to brighten’ - and we’re here to enable you to shine. Whether you or a loved one are seeking support to stay independent at home, comprehensive care to meet personalised goals, or a new specialist disability home - we’ll work in partnership with you and make it happen.

**The Opportunity**:
We have an exciting opportunity for a Customer Support Manager to join a supportive and inclusive team. This role will provide client service management for our clients. Critical functions of this role include care plan management and review, client documentation management, point of contact for client, management, and improvement of Client experience through engagement of care teams and stakeholders, and oversight of funding utilisation.

The Customer Support Manager will work in partnership with consumers to identify assessment care needs and support services required to promote enablement, dignity, independence and choice.

**You will be responsible for, but not limited to**:

- Effectively engage in client relationship management to ensure high quality customer experience
- Ensure effective care plan review and management
- Leading and provide coaching to support workers in effective methods for delivering and exceeding client expectations
- Assist consumers to make purchases through their Home Care package which are in line with their goals and government regulations
- Service level monitoring including the review of funding and client/carer satisfaction
- Ensure consumer support plans and assessments are completed within required timeframes
- Conduct case conferences with internal and external stakeholders in conjunction with the consumer and/or their representative when needs change or review of needs is required

To be successful in this role you will have
- Demonstrated experience in a Community Services Co-ordination or Case Management role
- Certificate IV in community services, or relevant discipline (preferred)
- Understanding of Home Care Package funding and management of Home Care packages
- Demonstrated experience supervising, supporting, and training staff
- Knowledge of OH&S legislation relevant to aged care and disability service sector
- Can work effectively as part of a multidisciplinary care team
- Build strong relationships with customers, case managers and other key stakeholders
- High level of written and verbal communication skills

**Additional Requirements**:

- NDIS Worker Screening Check
- National Police Certificate
- Current Drivers licence

**What’s in it for you**:

- Opportunity to work for the nation's largest health and aged care provider, with a rapidly growing and progressive vision
- Friendly team environment with a great community care spirit
- Free annual flu vaccination
- Employee Assistance Program for staff and their families

How to apply

**“We are a 2022 Circle Back Initiative Employer - we commit to respond to every applicant”

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