Client Onboarding Specialist

2 days ago


Brisbane, Queensland, Australia Centacare Full time

Centacare Community Services, a leading provider of social services in Southeast Queensland, is seeking an experienced Client Onboarding Specialist to join their team.

The ideal candidate will possess excellent communication and interpersonal skills, with the ability to effectively engage with clients and their families. They will be responsible for facilitating the smooth onboarding process, ensuring seamless transitions into Centacare services.

Key Responsibilities:

  • Monitor and respond to referrals from government portals to identify prospective clients and initiate follow-up.
  • Handle inquiries from potential clients, families, and other referral sources, providing information and addressing concerns to build trust and engagement.
  • Conduct initial screenings to assess eligibility and understand prospective clients' specific needs, gathering information to inform service planning.
  • Provide guidance on the onboarding process, explaining service options, timelines, and next steps to set realistic expectations and build client confidence.
  • Coordinate and schedule client assessments with service teams, ensuring timely evaluations that align with client needs.
  • Maintain accurate records in the Client Information Management System (CIMS), adhering to data and privacy regulations.
  • Ensure services align with approved funding allocations, monitoring capacity against contract obligations.
  • Collaborate with rostering and service teams to arrange tailored services based on client needs and preferences.
  • Support the contact center by responding to client inquiries, resolving issues, and directing calls as necessary.
  • Cultivate a cohesive onboarding experience through collaboration with operational, rostering, and business support teams.
  • Proactively resolve any issues to ensure a smooth, positive client experience.

Essential Requirements:

  • Previous experience in intake or administrative roles within aged care, disability, healthcare, or social services.
  • Holding a Working with Children's Card (Blue Card) and NDIS Working Screening Card (Yellow Card) are mandatory.
  • A current National Police Certificate and QLD Driver's Licence are also required.
  • Strong understanding of community-aged and disability sector, including My Aged Care, NDIS, and various funding models.
  • Excellent interpersonal and communication skills for effective interaction with clients and their families or advocates.
  • Attention to detail with the ability to manage large volumes of information efficiently.
  • Proficiency in using care management systems and Microsoft Office Suite.
  • Strong time management skills and ability to prioritize tasks in a busy environment.

Estimated Salary Range: AU$40.05 - AU$45.34 per hour (dependent on experience).



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