Quality and Care Associate

Care & Living with Mercer (CaLM) is a unique service helping ageing Australians and their carers understand and more easily access aged care and living options. The guidance and advice is made available to Australians through their employer or Superannuation fund as a benefit, via selected financial advisors or to consumers directly. CaLM has the goal of being the most widely used service of its kind in Australia.

As the Quality and Care Associate you will be primarily responsible for maintaining an up-to-date database of carefully vetted Aged Care providers. This is primarily achieved by building and maintaining connection with care providers, visiting aged care facilities, reaching out to provider contacts and systematically updating the database. The Quality and Care Associate supports a team of Care Consultants by assisting with Plan Reviews, reporting and generating provider information that is accurate and fit-for-purpose.

**What is in it for you?**

At Mercer, we recognise that our most important asset is our people. We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with every opportunity to reach your full potential.

We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more
- Flexible work arrangements
- Leading training and development program
- Professional environment where your career path really matters and is supported in our global organisation
- Great team environment with energetic and supportive colleagues
- Genuine work life balance

**Key Responsibilities**:
Perform due diligence of vetted aged care providers:

- Manage and maintain the process for conducting due diligence of providers that Care & Living with Mercer will recommend to customers, including updating the due diligence spreadsheet and input fields as required
- Manage and maintain the database of vetted providers and their associated status (recommend, do not recommend, on hold)
- Work in partnership with the Care Consultant team to initiate provider due diligence when required for customers and update provider due diligence records when Care Consultants have new information, based on interaction with providers
- Build relationships with providers’ contacts to build and develop the knowledge, brand and trust of Care & Living with Mercer with these contacts
- Information library: Maintain correct and up-to-date content of the Information Library with changes provided by DCM Media, as well as any changes requested by the Product & Operations Leader
- Customer Plan actions: Maintain the content of the Plan actions and related information based on changes requested by the Care Consultant Leader and Product & Operations Leader
- Periodic reporting: Collect required reporting data from Care Consultants and report in format required for other functions within Care & Living with Mercer, such as Client Growth Leader and Marketing Manager
- Periodically support completion of customer Plan reviews with Care Consultant team members
- Stay abreast on industry news and developments that may impact Care & Living with Mercer’s services

**What you need to have**:

- Administration experience, ideally in Aged Care
- Excellent verbal and written communication, particularly with negotiation and persuasion
- Outstanding customer service

**What makes you stand out**:

- Aged care industry experience
- Experience in Allied Health
- Sales experience

**About us**:
Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

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

**Salary**: Up to $75,000.00 per year

**Benefits**:

- Life insurance
- Maternity leave
- Referral program
- Work from home

Schedule:

- Day shift
- Monday to Friday

Work Authorisation:

- Australia (required)

Ability to Commute:

- Docklands, VIC 3008 (required)

Work Location: Hybrid remote in Docklands, VIC 3008