Client Service Manager

This is a unique opportunity to work in a dynamic environment where you will play a pivotal role in ensuring the delivery of client-focused services. Your primary responsibility will be to promote functional independence, wellness, and lifestyle choices for our clients.

• You will undertake SCCQ Home Care intake and onboarding process to ensure seamless integration with our services.
• Facilitate customer and network engagement in the customer service plan to drive meaningful connections and outcomes.
• Monitor and update all customer documentation to maintain accurate records and facilitate informed decision-making.
• C coordinate customer physical, social, emotional, and clinical needs, including liaison with medical professionals as required to provide comprehensive support.
• Analyse customer engagement with SCCQ and suppliers to identify opportunities for improvement and growth.
• Implement strategies to engage customers and ensure compliance with clinical, support, and professional standards to maintain high-quality service delivery.
• Participate in the 'On Call' system to provide 24/7 support and ensure continuity of care.
• Manage support systems that encourage involvement of relatives, friends, and community to foster a sense of belonging and connection.
• Maintain professional relationships with suppliers and contractors and monitor contractor performance and report workplace safety incidents and hazards to ensure a safe working environment.
• Liaise with internal and external provider representatives to improve service quality and administrative effectiveness.
• Oversee and approve individual client monthly statements within approved timelines and delegations to ensure timely and accurate processing.
• Coordinate care services for customers within budget targets to optimize resource allocation and ensure efficient service delivery.
• Complete mandatory training and requirements for annual certification to maintain knowledge and skill base and stay up-to-date with industry best practices.
• Assist in staff induction into SCCQ to ensure a smooth onboarding process and facilitate knowledge transfer.
• Ensure Workplace Health and Safety processes are followed according to SCCQ policies, procedures, and processes to maintain a safe working environment.

To succeed in this role, you will require the following skills and qualifications:

• Qualifications in Nursing or Allied Health (desired) to bring a strong foundation in healthcare and patient care.
• Current Senior First Aid and CPR (desired) to demonstrate your commitment to providing high-quality care and responding to emergency situations.
• Extensive experience with complex care or support management to leverage your expertise and skills in managing high-needs clients.
• Strong knowledge of DSS Home Care Consumer Directed Care to navigate the complexities of home care services and ensure optimal delivery.
• Strong conflict resolution and negotiation skills to effectively manage difficult situations and build strong relationships with clients and stakeholders.
• Ability to manage time effectively and prioritization skills to juggle multiple tasks and responsibilities while maintaining focus and attention to detail.
• Excellent problem-solving skills with a solutions focus to drive positive outcomes and continuous improvement.
• Previous experience working within sales targets, upselling, and cross-selling to leverage your ability to drive revenue growth and exceed targets.
• Exceptional interpersonal skills and ability to relate to various people to build strong relationships and communicate effectively.
• Good phone manner, including ability to develop rapport with clients to establish trust and confidence.
• Demonstrated ability to work autonomously to take ownership of tasks and responsibilities and make decisions with minimal supervision.
• Intermediate skills in Microsoft Office to leverage productivity tools and software to streamline tasks and workflows.