Customer Care Manager

2 weeks ago

Sydney, Australia Healthcare Australia Full time

Full-time permanent position
- Location in Sydney CBD, New South Wales
- Clinical background highly desirable

Health Care Australia are currently looking for a Customer Care Manager to become a valued member of our NDIS team in the Sydney CBD office.

HCA is a registered provider and offers leading disability support services across the Nation through the National Disability Insurance Scheme (NDIS) government funding. From Nursing and Complex Care to day-to-day support, our goal is to provide the best quality support and care based on the participant’s lifestyle and needs.

**About the role**:
The primary focus of a Customer Care Manager is to provide care coordination to a broad range of customers/clients who receive funded supports via the NDIS. Utilising your professional skills to assist customers to strengthen their abilities, develop a workable plan to implement supports and participate more fully in the community.

**Responsibilities**:

- Promote HCA and attract new referrers and customers to HCA
- Build HCA customer base and market share with sustainable new business
- Develop and cultivate HCA existing and prospective relationships that are based on trust, shared experience and customer outcomes
- Manage a caseload of customers and deliver excellent customer experience
- Develop support plans that support the delivery of quality outcomes for customers in line with their funding and service plan
- Maintain and manage the funding budgets and supports to meet the customers’ needs and ensure customer funding is managed effectively
- Maintain communication with customers regularly regarding funding and service delivery
- Monitor the successful delivery of customer outcomes and conduct service reviews at agreed times
- Complete all service delivery compliance and reporting requirements including Quoting, Service Agreements, Funding and Debt Management Activities and Plan Reviews
- Ensure all customers’ documentation and case notes are up to date, complete and of a high standard
- Work collaboratively with the Recruitment and Rostering teams to onboard and build our workforce capacity and capability to deliver an excellent workforce experience

**The Benefits**:
We believe in making sure our team have a work life balance and are fully equipped for their role requirements. Therefore we offer a number of opportunities to maximise your experience at HCA.
- Hybrid role - 2 days’ working from home
- Travel reimbursed per kilometre
- Ongoing training and support within your role
- Access to a Virtual Wellness program
- 3 funded Employee Assistance Program sessions
- Happy Birthday to you The day off on your birthday each year
- Future career opportunities with an expanding national organisation

**About you**:

- Current or willing to obtain National Police check
- Current or willing to obtain NDIS workers screening check
- 2 x Covid-19 Vaccinations
- Excellent communication and customer service skills
- Looking to establish your career in NDIS
- Minimum 1-2 years’ experience in administrative or a similar role
- Ability to calmly perform in high pressure situations
- Emotionally intelligent and an ability to emphasis with customers and respond to their ever-changing needs

Are you looking to join a market leader and contribute towards delivering the highest level of NDIS services in Australia? If yes, then HCA is the right Employer for you. We are a people-centric business with our core values being the heart and soul of all that we do. If
**you want to be a part of a team that are passionate about Aged Care** then

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