Care Coordination Specialist

2 weeks ago

Unley, Australia Randstad Full time
Job Summary

Randstad is seeking an experienced Client Services Coordinator to join our team. In this role, you will play a key part in ensuring that our clients receive exceptional service. You will be the main point of contact for clients, their families, referrers, and staff, and will be responsible for building rapport and providing clear information about our services.

Key Responsibilities:

  • Assess client needs and provide warm referrals to other providers as necessary
  • Coordinate client referrals and ensure accurate data recording and updating
  • Process referrals efficiently and accurately, ensuring compliance with contractual KPIs
  • Build rapport with clients and their representatives, providing a high standard of customer service
  • Provide consistent information about our services, including advice on service bundling and pricing
  • Identify clients who may benefit from additional services, be at risk, or vulnerable, and escalate appropriately
  • Support client changes to services and transfers into new services
  • Use high-level organisational skills to manage competing demands in a busy environment
  • Adhere to KPIs for following up and resolving open enquiries
  • Achieve a continuous improvement approach to work processes and workflows

Required Skills and Experience:

  • Exceptional communication skills, with the ability to handle multiple demands
  • Digital literacy skills, with the ability to learn new systems
  • Administration skills, with attention to detail and general administrative support
  • Ability to maintain a working knowledge of health, community, aged care, and disability services
  • Cultural appropriateness skills, to support communication with diverse clients
  • Organisational and time management skills, with the ability to prioritise work and work with minimal supervision
  • Work experience in a high-volume call environment
  • Strong emotional intelligence, with the ability to build rapport quickly and empathetically
  • Understanding of service provision, allocation, and compliance with contractual obligations
  • Ability to maintain confidentiality of sensitive information

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