Admissions Navigator

Optimise Admissions and Deliver Exceptional Care

As a crucial member of our team, you will play a vital role in streamlining the admissions process and ensuring a seamless customer journey. Your primary responsibility will be to provide dedicated support to Service Managers in enhancing occupancy rates and simplifying admissions procedures for customers.

Collaborating closely with the Client Services Enquiry Manager, you will identify sites requiring assistance to boost occupancy and implement efficient sales and admission practices. This hands-on role involves guiding customers through the entire admissions process, from initial enquiry follow-up and facility tours to fee discussions and supporting prospective residents and their families with admissions paperwork.

You will cultivate and manage relationships with referrers, oversee the complete admissions journey, and significantly contribute to meeting sales targets and maintaining healthy occupancy levels.

This is an exciting opportunity for individuals who are passionate about making a difference in aged care and possess the skills and qualifications required to excel in this role.

Key Responsibilities:

• Provide prompt and courteous customer service to prospective customers, current residents, visitors, and employees.
• Manage the admissions process, including handling enquiries, engaging with referrers, conducting site tours, facilitating pre-admission discussions, and generating resident agreements.
• Ensure compliance with managing the customer journey through the CRM system and prompt follow up on all leads.
• Collaborate with Business Development Consultants and Service Managers to identify new referring pipelines and maintain strong referrer relationships.
• Proactively manage the enquiries pipeline to convert enquiries into sales and maintain compliance with internal systems (CRM, eCase, MAC, etc).
• Foster relationships with respite residents and their families to optimise re-admission and permanent conversions.
• Assist families and representatives in understanding relevant Fees and Charges and Mercy Health's admissions policies, facilitating the completion of admissions paperwork and agreements prior to admission.
• Coordinate the 'room turnover' process with site maintenance and cleaners, overseeing tasks such as carpet cleaning, painting, and setting up display rooms.
• Take responsibility for logging resident movements in eCase and liaising with Medicare as needed.
• Conduct daily site inspections and ensure display rooms are prepared to welcome visitors.
• Discussing Healthy Ageing Services with discharging residents and linking them to the appropriate business owner to maximise conversion to other business streams.

Required Skills and Qualifications:

To thrive in this role, you will require:

• A passion for delivering exceptional resident-centred care.
• Resilience, compassion, and a whole lot of heart.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively as part of a team.
• Strong problem-solving and analytical skills.
• Proficiency in using CRM systems and other software applications.
• Qualifications in Business Administration or Sales in a related field (preferred).
• A current Police Record Check and or NDIS clearance.

Benefits:

As a valued member of our team, you will enjoy:

• A competitive salary package.
• Ongoing training and professional development opportunities.
• A supportive and collaborative work environment.
• The chance to make a meaningful difference in people's lives.

Others:

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture.

We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.