Customer Systems Coordinator

7 months ago

Melbourne, Australia Calvary Full time

Progress with purpose at one of Australia’s largest health care providers
Get ahead with salary packaging, benefits and professional development in a supportive team environment.
Permanent full-time position available
Location - Melbourne

About the role

The Customer Systems team plays an important role in the journey of new and existing residents and clients to Calvary, supporting them and their families and providing oversight of the resident contracting process.

The Customer Systems Coordinator is responsible for the efficient coordination of customer services and systems. The Customer Systems Coordinator will ensure that both customers and Homes are supported through the process of selecting and entering a residential aged care home. This role will also work collaboratively with the Customer and Communication Team and Service Operations to support the implementation of strategies to attract and secure new customers to our services.

**Your main duties will include**:
Coordination of systems, policies and processes, guiding customers through the model of care and explore their preferred options, working with the Home Managers, General Managers and Customer and Contract Leads to promote a positive Calvary experience.
Develop and implement best practice customer service policies and processes to deliver a high-quality, compassionate and consistent service to our customers.
Undertake auditing of internal processes of the resident contract and admission processes across the organisation and within individual Regions.
Providing expert advice to individual Customer and Contract Leads with Contract Compliance, Fee Structures, Resident Select, Government Policies across Organisation
Undertake review of RAD Pricing as directed by National Manager Customer Systems, in line with current pricing approvals
Assisting National Manager Customer Systems with development and monitoring of RAD Applications to the Independent Health and Aged Care Pricing Authority submissions
Effective use in and monitoring of My Aged Care Data Entry, ensuring alignment with internal systems and staff movement.
Conducting Respite Usage Reports for circulation to Customer and Contract Leads and Regional General Managers

About you
Demonstrated experience in a high-volume call centre environment including training and coaching.
Commitment to excellent customer service with the ability to foster and build relationships with a range of stakeholders.
Demonstrated experience in compliance, reporting, KPI and auditing.
Excellent communication (written and verbal) and interpersonal skills and a solution focused approach is essential.
High level of proficiency with various platforms including the Microsoft Office suite, CRM databases and telephony systems.
Commitment to work within the Vision, Mission and Values of Calvary.

Desirable

Previous experience within the Aged Care/Home Care/Health sector

Why work for Calvary?

At Calvary, our staff matter.

With over 130 years’ experience and 18,000 staff and volunteers, we offer an inclusive and welcoming culture where you are valued, drawing on your own strengths, identity and background alongside a team of professionals who care for our patients, residents and clients.

**Your benefits**:
NFP salary packaging benefits, discounted health insurance and gym memberships
Paid parental leave
Training, development pathways and career opportunities
Flexible hours that make sense for you

**Please note the following**:
You will be required to provide evidence of immunisation as required for your role including COVID-19, influenza, tuberculosis screening, hepatitis, diphtheria, tetanus, varicella

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