Client Service Manager
2 months ago
Amana Living is a leading provider of aged care services in Western Australia, dedicated to delivering high-quality care and support to older individuals and their families.
The RoleWe are seeking a highly skilled and compassionate Client Service Manager to join our Home Care team. As a Client Service Manager, you will be responsible for managing the service relationship between our clients and our organization, ensuring that they receive optimal levels of care and support to remain living independently in their own homes.
Key Responsibilities:- Act as a first point of contact for clients and their families, providing accurate and timely information regarding services available to them.
- Manage and record client complaints and compliments in accordance with our Feedback Policy and Procedure.
- Ensure all wellness visits, client contacts, and annual reviews are completed in accordance with procedures to ensure optimum care and support for clients.
- Build plans linked to ACAT/NSAF assessments, assessment of the client, and client goals with appropriate involvement from the clinical and allied health team.
- Ensure care plans are reviewed and updated at least annually and in response to changes in care needs.
- Manage client funds to ensure that care and services can be delivered at the appropriate level while ensuring no deficits or high surpluses are created.
- Ensure all clients have a current budget planner and that the budget planner is updated with any ongoing change in services or funding.
- Conduct assessments with new clients, focusing on understanding their needs, responding positively and accurately to questions, and demonstrating why they should choose Amana Living.
- Ensure all clients have a face-to-face wellness visit every 16 weeks and have contact every 4 weeks.
The successful candidate will demonstrate a background of providing exceptional customer service and be willing to oversee all aspects of service as it relates to their clients, leveraging internal resources to meet the client's needs.
Competencies & Behaviours:- Proven ability to meet the expectations and needs of clients by considering a range of options and services.
- Experience in going beyond customer expectations by being consistent, timely, and responsive, encouraging ongoing feedback to ensure that the service remains client-centric and responsive.
- Time management and organizational skills, basic finance principles, the ability to multi-task, and to work effectively and accurately under pressure to meet deadlines.
- Adept ability to learn and be proficient in several software programs as well as Microsoft Office applications.
- Passion for customer service and working with older people.
- 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 license.
- 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.
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