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Customer Relationship Manager

2 months ago

Belconnen, ACT, Australia IRT Group Full time
About IRT Group

IRT Group is a leading provider of aged care and home care services in Australia. With over 50 years of experience, we have established a reputation for delivering high-quality care and support to our customers.

About the Role

The Customer Relationship Manager will play a critical role in partnering with customers in their home environment to enable them to live a better quality of life while remaining at home. This is a unique opportunity for a self-motivated and results-focused individual to contribute to the growth of our Home Care business and ensure high levels of customer satisfaction in the ACT region.

Key Responsibilities
  • Investigate referrals and assess eligibility and safe home access for customers
  • Visit newly referred customers to discuss their expectations and services available through IRT Group
  • Undertake comprehensive assessments to ensure customers' needs and goals are articulated
  • Support customers to achieve their goals and coordinate services as required
  • Evaluate outcomes of case management with customers and schedule agreed case management program plans
  • Maintain impeccable customer care plans and documentation
  • Assist customers to develop and manage their CDC budgets
  • Collect and maintain data for funding bodies and the Home Care Leadership team
  • Establish and monitor brokered services/contracts for quality and effectiveness
  • Ensure compliance with IRT Group's Quality Reporting and legislative requirements
  • Support the growth of brand awareness and customer leads with local community services
Requirements
  • Tertiary qualifications in a related discipline
  • Case Management certification or working towards (desirable)
  • Extensive experience in a CRM role, including complex needs assessment, care planning, and intervention strategies
  • Proven attention to detail and analytical skills
  • Experience working with people with dementia, young people with disabilities, and/or people with mental health issues
  • Proven verbal and written communication skills
  • Demonstrated ability to work collaboratively and be self-motivated
  • Current Driver's Licence
Benefits
  • Competitive pay and salary packaging
  • Flexible working conditions
  • Birthday leave
  • Professional development opportunities
  • Multiple career pathways
  • Discounted gym memberships
  • Employee Assistance Program and staff wellness program