Aged Care Customer Service and Contracts Specialist

1 week ago


Richmond, Australia Mercy Aged and Community Care Ltd Full time

Overview

Mercy Aged and Community Care Ltd is a for-purpose organisation with over 10,000 dedicated, compassionate people. We provide care for people when they need it most.

We're looking for an experienced Aged Care Customer Service and Contracts Specialist to join our team. As the first point of call for our customers, this role will be critical in implementing sound customer service strategies ensuring our residents, families and prospective customers are provided with accurate information in a timely manner contributing to a seamless customer experience.

About the Opportunity

This role plays a pivotal part in delivering exceptional patient-centred care. You'll monitor follow-up activity, providing conversion support to our Healthy Ageing business streams (Home Care, Residential Care and Seniors Living) when they are busy with other operational priorities. This includes downloading Support Plans, customer fees discussions and all other activity to support our teams in nurturing and converting open opportunities.

You'll also support the Admissions Consultants in drafting/finalising Resident Agreements ensuring all financial information is provided by the customer to generate contracts according to their income and assets.

Key Responsibilities

  • Implement sound customer service strategies to ensure a seamless customer experience.
  • Monitor follow-up activity and provide conversion support to our Healthy Ageing business streams.
  • Support the Admissions Consultants in drafting/finalising Resident Agreements.
  • Ensure all financial information is provided by the customer to generate contracts according to their income and assets.

Requirements

To thrive in this role, you'll have:

  • Minimum 3 years' experience in a similar call centre role with strong sales acumen.
  • 1 year minimum experience in aged care sales.
  • Strong understanding of the legislative requirements.
  • Previous experience in managing the admissions process in aged care services.
  • Sound understanding of current aged care funding, and experience in applying this to the admissions process.
  • Demonstrated knowledge of Aged Care Fees and Charges, including the ability to apply this in the preparation of customer agreements.
  • Demonstrated ability to promote aged care services across wide referral groups.
  • Capacity to relate to a diverse range of people.
  • Exceptional attention to detail.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Ability to prioritise, organise, and complete tasks within deadlines while maintaining a high level of professionalism.

Educational Qualifications and/or Registration Requirements

  • A current Police Record Check.
  • Proof of current influenza vaccination and other vaccination status consistent with public health orders.

About Us

Mercy Aged and Community Care Ltd strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.

Join us and make a meaningful difference in people's lives – and your career. Estimated salary: $80,000 - $110,000 per annum.



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