Business Administration Support Consultant

**About the role**

The Business Administration Support Consultant works closely with Operational, Financial and Administration team members to ensure excellence in all aspects of Care Home Business Administration. You will be coaching, supporting, training, and educating the care home administration teams, to include the Customer Service Managers and Customer Service Consultants, providing professional advice. In addition, you will provide administration SME expertise on all projects and business processes.

**In this role, you will also have the opportunity to:

- **
- Stay updated with relevant legislation in relation to fees and charges
- Be the technical expert in all aspects of the legislation governing admissions of residents
- Identify opportunities for improvement to process efficiencies and provide direction to develop, implement and embed these new processes in the BMS
- Participate in government forums on aged care administration issues as required
- Contribute to and develop strategies to ensure compliance and accuracy in Resident Agreements and efficiency in the customer journey pertaining to issuing and returning of signed agreements.
- Ensure all Resident Agreements reviewed are completed in line with business rules and residents are correctly charged
- Ensure all resident agreements are reviewed and corrected in a timely manner and ensure they are completed to be line with business rules and entry requirements
- Perform periodic audits to ensure all resident agreements are signed and completed prior to resident admission
- Train, coach and educate the administration teams to enable them to complete agreements to a high standard
- Liaise with the care homes and Finance to investigate and resolve billing queries and/or complaints
- As a Business Administration Support Consultant monitor and maintain compliance with Australian Consumer Law
- Provide SME advice regarding residents/families who request variations to resident agreements or special resident agreement terms/conditions to ensure these terms are fair & reasonable and are within legislation and Bupa policy
- Assist GM with interviewing administration staff where required
- Work with BVAC L&D team to build content of administration training and induction training, ensuring the content is up-to-date and meets the business needs as they change
- Identify new training requirements for administration based on experience in homes
- Deliver induction training for any face-to-face administration components to administration staff and General Managers

**Online Claiming and Supplement Recovery**
- Monitor the schedule timing of Medicare Payment Statements and via the development of appropriate reporting inform care home General Managers and Regional Managers (RM) of variances with time frames for completing any identified actions
- Coach, educate and support care home administration teams to ensure the effective entry of resident information into Epicor and all Resident Agreements
- Optimise Government funding outcomes to ensure all eligible financial Accommodation supplements are claimed and reconciled, and RAD/DAP recovery is optimised. As part of this oversee Medicare and departmental Business to Business processes with oversite over:

- Respite Allocations ensure online claiming is completed
- Follow up and redress any queries with Medicare
- Supported Resident Ratio Targets
- Any identified unpaid resident supplements or payment statement variations
- Contribute to the implementation of special offers via effective reviewing of resident agreements
- Operational SME to minimise any Medicare funding shortfalls and provide education to the Homes and RMs
- Ensure all Medicare Business to Business Data is submitted and reviewed in a timely manner with any discrepancies followed up and rectified.
- Create appropriate process to support other business units to recover unpaid RAD/DAP payments
- Advise and support the business to drive ongoing improvements in the effectiveness of income, collection and billing processes