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Client Service Manager
2 months ago
Amana Living is seeking a skilled Client Service Manager to join our Home Care team. As a key member of our team, you will be responsible for managing the service relationship between clients and our organization, ensuring that clients 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 current information regarding services available to them.
- Manage and record client complaints and compliments in accordance with Amana Living's Feedback Policy & 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, assessing client needs and goals with involvement from the clinical and allied health team.
- Review and update care plans at least annually and in response to changes in care needs.
- Manage client funds to ensure care and services can be delivered at the appropriate level, avoiding deficits or high surpluses.
- Ensure all clients have a current budget planner and update it with any ongoing changes in services or funding.
- Conduct assessments with new clients, focusing on understanding needs, responding positively, and demonstrating why Amana Living is the best choice.
- Ensure all clients have a face-to-face wellness visit every 16 weeks and contact every 4 weeks.
The successful candidate will demonstrate a background of providing exceptional customer service, overseeing all aspects of service as it relates to clients, and leveraging internal resources to meet client needs.
- Proven ability to meet client expectations and needs, considering a range of options and services.
- Experience in going beyond customer expectations by being consistent, timely, and responsive, encouraging ongoing feedback to ensure client-centric service.
- Time management and organizational skills, basic finance principles, ability to multi-task, and work effectively under pressure to meet deadlines.
- Adept ability to learn and be proficient in several software programs and 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.
