Care Navigation Service Support Officer

3 weeks ago

Canberra, Australia HammondCare Full time

Permanent position with guaranteed hours and stability in our Home Care team
- Maximise your take-home pay with NFP salary packaging.
- Enjoy a work-life balance with Monday-Friday operating hours.

**Care Navigation Service Support Officer** - what's involved in the role?

The role of the **Care Navigation Services Support Officer** (CNSSO) works within the Mission and Mission in Action of HammondCare to ensure that services are tailored to the needs of individual clients and maximise client satisfaction.

The Care Navigation Support Officer undertakes a key role in the HammondCare at Home National Care Navigation Team.

The National Care Navigation Team provides flexible working arrangements with working from home and an office-based work location on rotating rosters.

The responsibilities of the Care Navigation Service Support Officer are to support potential clients, their representatives, and external stakeholders, such as discharge planners and social workers, Care finder partners with navigating new services and providing service information, as well as supporting the HammondCare at Home team with existing client information and client approvals. (CNSSO) entails collaborating closely with various internal stakeholders and teams within HammondCare at Home, including senior schedulers, care managers, and Care Advisory Partners, as well as external providers and network partners. The primary objective is to facilitate a seamless assessment, onboarding, and transition to services for our clients.

**Key Focus Areas**:

- Managing administrative tasks related to new client enquires and assisting the client to navigate and access HammondCare at Home Services, efficiently and appropriate to the client’s approved care needs.
- Responsible for assisting the National Care Navigation team, with managing the My Aged Care Portal and the Care Navigation salesforce database and organisational records management systems.
- Triaging and prioritising clients My Aged Care approvals, taking calls, and making calls to facilitate booking in new client service assessments, through salesforce and Microsoft Outlook, with the appropriate Care Advisory Partners and Care Managers.
- Ensuring that all client contact is accurately documented in the Client Management System and reported to the relevant Care Manager/Care Advisory Partner, as appropriate.
- Manage incoming enquiries promptly and escalate as appropriate.
- Collaborate with internal (Senior Schedulers, Care Managers, Care Advisory Partners) and external stakeholders (social workers, other providers) to facilitate client transfers. Assess capacity and ensure a seamless transition for potential new clients and their families as required,
- Being able to multitask and work in a high paced dynamic team with the ability to juggle conflicting Tasks.
- Demonstrated ability to use initiative and problem solve with limited supervision.

**What do you need to apply?**
- Background/experience in Administration, customer service or call centre.
- Possession of a relevant Certificate IV (Cert IV) in Administration or a commitment to obtaining one.
- Commitment to excellence in customer service principles to ensure the consistent provision of exceptional service to internal and external stakeholders.
- Excellent oral and written communication with the ability to record, report and maintain information.
- Demonstrated ability to use initiative and problem solve with limited supervision.
- Capacity to work both independently and collaboratively as part of a team.
- Strong multitasking skills, including the ability to thrive in a high-paced environment and manage conflicting tasks.
- Computer literacy, with proficiency in relevant software and tools for administrative task
- Demonstrated proficiency using multiple systems or strong willingness to learn.

**About HammondCare**

HammondCare specialises in Aged and Dementia Care, Palliative Care, Rehabilitation, Mental Health services for older people, and other related Health and Aged Care services. HammondCare seeks to embed evidence-based best practices in its services, and we provide these services through Home Care, Sub-Acute Hospitals and Residential Aged Care.

**Culture**

HammondCare At Home has a relationship-based approach to care, and our team members take the time to fully understand the individual needs of every person we care for.

**Benefits - What’s in it for you?**
- Maximise your take-home pay with NFP salary packaging
- HammondCare offers its staff excellent training & career development opportunities.
- Full training is provided with local offices, local managers and a 24/7 support line
- Paid Bonus Schemes I.e. Refer a Friend
- Fitness Passport Membership:

- Unlimited visits across all fitness facilities in the HammondCare program
- Individual and Family memberships available
- Full facility access can include gyms, group classes and pools.

**If you are ready to make a difference with HammondCare, **
- All s

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