Client Services Coordinator

A supportive, happy, friendly working environment
- Flexibility to work from home
- Work in an organisation you can make a difference

As a leading aged care provider, BlueCross offers a wide range of flexible and responsive aged and community care services across metropolitan and regional Victoria. We promote dignity, respect, choice, integrity, independence and engagement for all consumers and staff. We believe our staff are our most important resource - they engage with our clients, day in, day out, to ensure a superior level of care for everyone, including Residential Care, Respite Care, Home Care and other support services.

Our priority is for our consumers to remain healthy, happy and getting the most out of life.

Ok, let me explain this role a little differently. This isn’t your traditional hands-on caring role, this is a Customer Service Role, this is a problem-solving role, this is also a role where you are helping clients over the phone and making a difference

Now that you have the basics of the role, we would love for you to read on and consider working in our collaborative and passionate Client Services Team. A flexible combination of working-from-home and at our Central Office in Hawthorn East (soon to be Burnley), we all support and encourage each other to succeed, whilst having fun doing it

This role primarily provides a centralised Respite Care Admission Service across our 32 BlueCross residences. This ensures an end-to-end Admission process that is easy-to-access, timely and provides a first-rate customer experience to our clientele. The centralised team also provide guidance and support to clientele when starting the Aged Care process.

**Responsibilities**:

- Receive, respond and input data for all initial enquiries relating to Residential Respite & Residential Permanent Care within our residences.
- Proactively promote and cross-refer clientele to other BlueCross residences and Home Care services.
- Facilitate successful Respite Admissions including the coordination of all administrative components.
- Assist clientele with booking future Respite Admissions.
- Prepare, distribute and follow-up Respite Agreements and supporting documentation for all Respite Admissions.
- Database Management and Reporting
- Support our Client Services Manager’s as needed.
- Other tasks and duties as delegated by the Senior Client Services Coordinator.

**We are looking for someone with**:

- Availability 2 set days per week (Tuesday & Wednesday), with flexibility to work additonal days to cover periods of team leave and absence.
- A warm and engaging personality.
- Intermediate to advanced proficiency with Microsoft 365 Applications including Outlook, Teams, Excel, OneDrive, etc.
- Strong organisational skills and a self-starter who thrives in a team environment.
- Ability to multitask, manage conflicting priorities and problem solve in a very fast-paced setting.
- Customer Service focused with the ability to build rapport and express empathy and understanding towards clientele.
- Desire to work effectively within a close-knit team.
- Relationship management with various internal and external stakeholders.
- Process driven with high attention to detail.
- Solutions-focused with flexibility to think outside the box - no two Enquiries or Admissions are the same. Aged Care is often grey (Pun intended)
- Adaptability to change and resilience to work under pressure.
- Willingness to learn and be trained in the Aged Care sector and its administrative requirements.
- Ability to work autonomously when required.

**Desirable**:

- Previous experience in a fast-paced healthcare, administration, contact-centre or reservations/bookings role.
- Previous experience using a Customer Relationship Management (CRM) system.

**We offer**:

- Competitive Salary Package
- Flexible combination of working-from-home and working at our Central Office in Hawthorn East (soon to be Burnley)
- Career Development Pathways with the support of strong leaders.
- Employee Discounts Program with many top Australian Brands.

BlueCross provides exceptional person-centred care and services to our culturally, linguistically and socially diverse consumers. This is achieved by having a workforce that values and respects diversity in thought and experience in our teams. Accordingly, BlueCross is committed to embracing diversity in our teams and ensuring our workplace is culturally safe, inclusive and equitable.
- “BlueCross values the health and safety of all of our people. As such, a condition of your employment is that you may be required to participate in vaccination programs as determined by BlueCross”_