Client Experience Manager

**We are a leading global brand**

Home Instead help with a range of personal and lifestyle needs while providing welcome companionship. We take personal responsibility for providing the best in-home care and support to meet our clients’ needs and are committed to addressing the individual and national challenges of Australia’s ageing population. Established in 1994, Home Instead now provides care across a network of over 1200 offices around the world.

In Australia, at Home Instead our national network of offices are committed to changing the face of ageing by enhancing the lives of ageing adults and their families. To us, it’s personal.

**About the role**:
Home Instead Melbourne Inner South and Bayside is actively seeking a dynamic and seasoned Client Experience Manager to become an integral part of our Ormond-based team. The appointed Client Experience Manager will be the driving force behind our Care Management team, providing the necessary support to help them achieve their personal and collective objectives, thereby contributing to the continued success and expansion of our business.

This pivotal role is essential for upholding our high standards of quality and compliance, while devising and executing forward-thinking strategies to improve the efficiency of care delivery. Our mission is at the heart of everything we do: To enhance the lives of ageing adults and their families. As the Client Experience Manager, you will play a key role in making this mission a reality.

**Why Join Us?**
- **Annual Appreciation Day**:

- **A rewarding career where you can make a positive difference in the lives of seniors and their families.**:

- **Supportive team environment with ongoing learning and development.**:

- **On-site parking**

**Responsibilities**
- Represent the business as a professional leader in aged care and champion our brand within the community.
- Offer daily leadership to Care Managers to support and cultivate an effective CAREGiver workforce and ensure client satisfaction.
- Evaluate and review clients to stimulate business growth, employ strategies for future growth, and identify improvement opportunities.
- Manage care operations and ensure and maintain accurate client records in RMS, My Aged Care, and the Aged Care Provider portal, including new clients, discharges, and monthly claims.
- Review and approve Care Plans, ensuring clinical needs and management strategies are properly documented and addressed.Manage ACQSC standards components, including audits and Consumer committees.

**Qualifications & experience**
- Tertiary qualifications in aged care, nursing, social work, allied health, or another professional care-related discipline.
- Extensive Home Care Package experience is essential
- Knowledge and experience of community-based care and support services
- Previous experience leading & managing a team is essential
- Demonstrate exceptional communication skills to liaise effectively with clients, families, and multidisciplinary teams.
- Ensure compliance with all relevant quality standards and legislative requirements.
- Experience in identifying, coordinating, and managing care services for home care clients (aged or disability)
- Understanding of Aged Care and Disability related legislation and regulations for home care services
- Highly efficient and organized with proven time management skills
- Possess a proactive approach to problem-solving and the ability to work autonomously and as part of a team.

**Australian work rights**

Applicants must have permanent or temporary rights to work in Australia with no restrictions.