Service Care Coordinator

15 hours ago

Newcastle, Australia Australian Unity Full time

As a Service Coordinator within our Home Health platform, you will be the primary point of contact for our customers in **Newcastle & Lake Macquarie with our Branch located at Warners Bay NSW**.

This role is dedicated to ensuring customers' needs and goals are met through comprehensive assessments and care planning. You will provide guidance on the best care pathways, coordinating services to match individual needs and deliver optimal health outcomes.

To be successful in this role, you will enjoy taking ownership of your customers' outcomes, but more importantly, you are a true 'people person' with active listening skills. You know how to build rapport, can wear many hats, and are not afraid to have tough conversations when required.

**Aged Care Industry experience is desirable not essential - we are open to someone seeking a career change but comes from the Banking, Retail or Sales sector**

**Key accountabilities**:

- **Customer-Centric Focus**: Build trusted relationships with customers, families, and carers to meet their needs and preferences.
- **New Customer Onboarding**: Review intake information, complete health plans, and provide education on available services and funding options.
- **Ongoing Care Management**: Conduct reviews, update care plans, manage budgets, and respond to changing customer needs.
- **Stakeholder Collaboration**: Work with internal and external partners to ensure customers receive appropriate supports and services.
- **Complaint Resolution**: Address and resolve customer complaints, escalating when necessary.
- **Technology Utilization**: Use company systems to manage customer data and ensure compliance with processes.
- **Compliance & WHS**: Adhere to compliance, risk, and workplace health and safety standards.
- **Values & Accountability**: Demonstrate Australian Unity's values and take individual accountability for activities and outcomes.

**Does this sound like you?**
- Prior Customer Service/Account or Portfolio Management experience.
- Ability to manage multiple priorities with proven time management strategies.
- Experience in managing financial budgets, ensuring compliance standards, and working towards KPIs.
- Strong stakeholder engagement skills, focused on building internal and external relationships to achieve customer outcomes.
- Demonstrated ability to handle customer feedback and complaints in a timely manner.
- Proficient in Microsoft Office Suite with strong writing skills.
- COVID-19 vaccinated, including two doses (booster optional).

**Why work for Australian Unity?**
- Additional Leave entitlements including Community, Wellbeing & Deep Listening Leave
- Flexible Work Options - this role is a hybrid approach between client visits, Branch days & WFH as part of your week
- Lifelong learning & career development available - including full access to LinkedIn Learning & career opportunities
- Staff discounts - discounts across our Insurance, Home and Personal loans as well as travel and retail discounts through our partners
- Fitness Passport - discounted access to over 1,500 fitness facilities across Australia
- Novated Car Leasing options through our partner
- 14 weeks paid Parental Leave & access to Remedy’s Bump to Baby program

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