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Client Service Manager
1 month ago
About Amana Living
Amana Living is a leading provider of aged care services in Western Australia, dedicated to supporting older individuals and their families since 1962. Our comprehensive range of services includes residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia-specific services.
Our Mission
We strive to create a community where every older person is valued and respected. Our mission is to empower older individuals to maintain their independence, providing the necessary support for a fulfilling life.
Key Responsibilities
- Act as the primary point of contact for clients and their families, providing accurate and timely information about available services.
- Manage and record client complaints and compliments in accordance with Amana Living's Feedback Policy & Procedure.
- Ensure all wellness visits, client contacts, and annual reviews are completed in accordance with procedures to guarantee optimal care and support for clients.
- Develop and implement care plans in collaboration with the clinical and allied health team, focusing on client goals and needs.
- Review and update care plans at least annually and in response to changes in care requirements.
- Manage client funds to ensure the delivery of care and services at the appropriate level, avoiding deficits or high surpluses.
- Ensure all clients have a current budget planner and that the budget planner is updated with any ongoing changes in services or funding.
About the Role
The Client Service Manager is responsible for effectively managing the service relationship between each client in their portfolio and Amana Living. This role requires a strong focus on customer service, with the ability to oversee all aspects of service delivery and leverage internal resources to meet client needs.
Requirements
- Proven ability to meet client expectations and needs, considering a range of options and services.
- Experience in exceeding customer expectations by being consistent, timely, and responsive, encouraging ongoing feedback to ensure a client-centric service.
- Strong time management and organisational skills, basic finance principles, and the ability to multi-task and work effectively under pressure to meet deadlines.
- Adept ability to learn and be proficient in several software programs and Microsoft Office applications.
- Passion for customer service and working with older individuals.
Essential Criteria
- Evidence of COVID-19 and 2024 Flu vaccinations.
- Ability to obtain a National Police Clearance (within 6-months validity).
- Successful completion of pre-employment health form and reference checks.
- Class C driver's licence.
- Own reliable vehicle with full comprehensive car insurance.
- Certificate IV Community Service Coordinator, EN or RN qualification (desirable).
- Willingness to complete a 5-day (paid) induction at the Amana Living Training Institute (ALTI) located in Rivervale.
