Senior Client Onboarding Coordinator

1 month ago

Brisbane, Queensland, Australia Centacare Full time
About the Role

The Senior Client Onboarding Coordinator plays a pivotal role in ensuring seamless client transitions into our services. This 6-month fixed-term full-time position involves assessing potential clients, coordinating access to community supports, and guaranteeing that all documentation and processes adhere to regulatory and organizational standards.

This role is dedicated to providing a supportive onboarding experience for clients and their families as they engage with Centacare services. By effectively managing these responsibilities, the Senior Client Onboarding Coordinator ensures that client satisfaction and operational efficiency are enhanced.

Key Responsibilities:
  • Referral Management: Monitor and respond to referrals from government portals to identify prospective clients and initiate follow-up.
  • Candidate Engagement: Handle inquiries from potential clients, families, and other referral sources, providing information and addressing concerns to build trust and engagement.
  • Initial Assessments: Conduct initial screenings to assess eligibility and understand prospective clients' specific needs, gathering information to inform service planning.
  • Onboarding Guidance: Provide guidance on the onboarding process, explaining service options, timelines, and next steps to set realistic expectations and build client confidence.
  • Service Coordination: Coordinate and schedule client assessments with service teams, ensuring timely evaluations that align with client needs.
  • Client Records Management: Maintain client records in the Client Information Management System (CIMS), ensuring accuracy and compliance with data and privacy regulations.
  • Funding and Contracts: Keep detailed records of approved funding, service types, and contract entitlements to ensure services align with funding allocations.
  • Service Capacity Monitoring: Regularly monitor service capacity against contract obligations to ensure alignment with available resources.
  • Collaboration and Communication: Collaborate with rostering and service teams to arrange services tailored to client needs and preferences.
  • Handovers and Transitions: Work with service teams and leaders to provide a comprehensive handover, ensuring they have all necessary information for effective client engagement.
  • Contact Center Support: Support the contact center by responding to client inquiries, resolving issues, and directing calls as appropriate.
Essential Requirements
  • Experience and Qualifications: Previous experience in intake or administrative roles within aged care, disability, healthcare, or social services.
  • Certifications and Clearances: Must hold or be eligible for a Working with Children's Card (Blue Card) and a NDIS Working Screening Card (Yellow Card).
  • Professional Development: Strong understanding of the community aged and disability sector, including My Aged Care, NDIS, and various funding models.
  • Interpersonal and Communication Skills: Excellent interpersonal and communication skills for effective interaction with clients and their families or advocates.
  • Technical Skills: Proficiency in using care management systems (e.g., Alayacare) and Microsoft Office Suite.
  • Time Management and Prioritization: Strong time management skills and ability to prioritize tasks in a busy environment.
Benefits
  • Competitive Salary: The role is paid at a level 3.1 ($40.05) to level 3.5 ($45.34) under our EBA.
  • Salary Sacrifice Options: Opportunities for professional development and career advancement.
  • Inclusive Work Environment: Supportive and inclusive work environment dedicated to making a positive impact in the community.
  • Ongoing Training and Support: Comprehensive training on all aspects of the role, including transition to the Alayacare Client Management system.

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