Care Co-ordinator

**Description**:

- Purpose of Position
Nominated Care Manager / Franchise Owner
Recruitment and training of carers, scheduling and monitoring operational performance in accordance with an established plan
of care in accordance with Right at Home policies and procedures and all other laws and relevant professional standards. The
Care Co-ordinator will coordinate all allocated Client/Participant related activities within the Right At Home service ensuring that
a high quality of consumer directed care is delivered to all Client/Participant s within the statutory requirements.
Co-ordinator is a ‘mission critical’ responsibility for the delivery of care to the company’s Client/Participant s. This includes the
recruitment, training and quality control of carers and the related systems and processes.
In addition to Care Coordination this role will manage inside sales enquiries and develop relationships with Client/Participant s
and their families.
Client/Participant Focus
- Dealing with a range of disabled, seniors and vulnerable customers and their families on a daily basis, this role will

handle anything from information requests, feedback, general enquiries to complaints.
- Serves as a liaison between referral sources, families, carers, and administrative staff members in the absence of a

Care Manager.
- Ensure all Client/Participant contact is managed in an empathetic, friendly, interested and patient manner to quickly

build rapport, trust and confidence in Right at Home to ensure a positive and professional Client/Participant experience
every time.
- Use a variety of superior interpersonal communication skills to deliver genuinely respectful Client/Participant

engagement including active listening, gaining all customer details, information gathering, problem analysis and solving,
persuasiveness, and negotiation.
- Provides Client/Participant and family education on the nature of services that are available and the effect and benefit of

the care plan.
- Performs the duties of a carer as needed.
- Monitors the quality of Client/Participant care.
- Engages in studies and investigations related to improving personal and nursing care.
- Approves the supply of medical devices and aids as required by Client/Participant in line with RAHA policies and

procedures. Negotiates with approved suppliers.
Administrative Functions
- Interprets health, aged and disability care policies and regulations for carer and nursing staff and employees.
- Ensures compliance with local, state, and federal regulatory agencies related to aged and disability care services.
- Implements and maintains all relevant operating systems including VisualCare, policies & procedures & service

conditions for caregivers, nurses & other care professionals.
- Manages the recruitment, training & retention of the Care Team
- Ensures Caregiver Management meets “best practice” standards including encouraging on-going professional

development of the Care Team
- Serves as a liaison with the accounts department, ensuring proper billing in line with the care plan.
- Compliance with OH&S regulations

Business Functions
- Manage Client/Participant services enquiries and following the Right at Home inside sales process. Enter inside sales
enquiries into the CRM system VisualCare.
- Assist management with establishing & implementing an appropriate model of In-home Care.
- Assist management with business development opportunities across a range of referral sources.
- Represent the Company at conferences, health fairs and other community service functions, and participates in civic

and/or community committees as requested.
- Actively network with relevant industry bodies & professional contacts.
- Assist the business to achieve desired quality, safety & commercial outcomes.
- Use efficient and cost-effective approaches to integrate technology into the workplace and improve care processes.
- Support and implement organisational technology changes.
- Commit to a focus on continuous improvement of care processes and procedures.
- Ensure opportunities and requests for new products and/or service are identified, recorded, and reported to assist in

future business development and planning.
- Actively participate in the design and implementation of new services in line with the requirements of each program and

the Right at Home business development plans.
- Achieve organisational and operational quality indicators and results-oriented performance measures as determined.
- Maintain excellent currency of skills and knowledge relevant to the Health, Disability and Aged Care sectors.

Documentation:

- Ensure all documentation is accurately and comprehensively completed ‘as you go' in Right at Home databases and

software programs in accordance with organisation policies and procedures and legislative frameworks.
- Maintain contemporaneous records and documentation in accordance with quality standards frameworks and

organisational policies and procedures.
- Complete