Care Coordinator

The **Care Services Coordinator**is expected to perform a variety of duties in the coordination and scheduling of services for all our clients.

The **CSC**is expected to assist and support CAREGivers and office staff members in order to provide the highest quality service to clients, with an emphasis on creating extraordinary relationships.

**Primary Responsibilities**
- Promote the Home Instead brand and live our culture in all your interactions through building trust, taking the lead and sharing your heart.
- Answer each incoming call in a friendly, professional and knowledgeable manner.
- Field new client and CAREGiver enquiries over the phone in a welcoming and knowledgeable manner ensuring relevant processes are followed.
- Coordinate Client services and CAREGiver schedules on a daily basis via the Relationship Management System (RMS) to ensure that all clients receive the services that they have requested and that where possible a compatible, regular and consistent CAREGiver/s provide the service including:

- Implementation of new client schedules following handover meeting with the person that has conducted the Care Consultation.
- Management of CAREGiver leave including communication with client/broker.
- Management of public holiday schedules.
- Provide guidance and support to CG’s to assist them in providing quality care.
- Monitor, mediate, manage and ensure a record is maintained of all interactions with clients/client families and CAREGivers and address any issues/concerns immediately.
- Approval of services completed within the RMS.
- Recognise and capture opportunities to maintain and increase service hours and/or increase quality care.
- Enter and maintain accurate and up to date CAREGiver and Client information in the Relationship Management System (RMS).
- Maximise the integrity of the data in the RMS and use functionality to support the effective and efficient matching of CAREGivers and clients.

**Secondary Responsibilities**
- Provide out of hours client/CAREGiver telephone support as required.
- Actively participate as a team member to support the achievement of our organisational goals and strategies.
- Always provide a high standard of customer service to all stakeholders.
- Actively commit to and perform work in accordance with our quality management system and standards whilst proactively identifying areas for continuous improvement.
- Be personally responsible for understanding and adhering to all Home Instead’s policies and procedures including taking reasonable care to ensure your actions and omissions do not impact the health and safety of others.
- Perform any and all other functions and responsibilities deemed necessary to ensure that quality care services are consistently provided to all clients.

Education / Experience / Skills / Requirements
- Previous & relevant experience working with seniors preferably experience in identifying, coordinating and managing care services for Home Care Package clients.
- A high-level administrator.
- Highly efficient and organised with proven time management skills.
- Strong engagement, influencing and negotiating skills which can be applied in a relationship management and sales arena.
- An effective communicator with excellent customer service skills and demonstrated problem solving abilities.
- Able to demonstrate your ability to work both autonomously and as part of a team.
- Self-motivated and outcome orientated, with the capacity to deal with multiple and at times conflicting priorities.
- Experienced in identifying appropriate services or resources and build effective relationships to work with multidisciplinary teams across health and community services sectors is preferred.
- Must possess a valid driver’s license.

**Job Types**: Full-time, Casual

Pay: $32.00 - $35.00 per hour

Expected hours: 40 per week

**Benefits**:

- Employee mentoring program
- Professional development assistance

Supplementary Pay:

- Overtime pay

Ability to commute/relocate:

- Glenelg, SA 5045: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Rostering: 1 year (preferred)

Licence/Certification:

- Driver Licence (preferred)

Work Authorisation:

- Australia (required)

Work Location: In person