Office Manager

**Description**:
Position Description: Right at Home Office Manager

Qualifications: TAFE or tertiary education plus relevant work experience

Location: Right at Home Melbourne Glen Waverley

Responsible to: Franchise Owner

**Purpose of Position**

To manage the administration function of a Right at Home Office. This would include assistance with handling incoming telephone and internet enquiries, recruitment and orientation of carers, scheduling care and monitoring operational performance.

In addition to Office Administration tasks, this role will manage inside sales enquiries and develop relationships with clients and their families.

**Client Focus**
- Dealing with a range of disabled, seniors and frail elderly customers and their families on a daily basis, this role will handle anything from information requests, feedback, general care enquiries to complaints.
- Serves as a liaison between referral sources, families, carers and staff members.
- Schedules services using People Planner, recovers information on clients and carers for input into the system.
- Seeks to match clients with carers.
- Ensure all client 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 experience every time.
- Use a variety of superior interpersonal communication skills to deliver genuinely respectful client engagement including active listening, gaining all customer details, information gathering, problem analysis and solving, persuasiveness, and negotiation.
- Provides client and family education on the nature of services that are available and the effect and benefit of the care plan.
- Arranges initial client appointments for the Care Management staff.
- Prepare client take-on documentation and filing system.
- Ensures billings are accurate and descriptive of services provided.

**Administrative Functions**
- Implementing and maintaining all relevant operating systems including People Planner, People Planner CRM, policies & procedures & service conditions for carers, nurses & other care professionals
- Implementing and maintaining computer systems and office equipment
- Implementing and maintaining telephone and communications systems
- Organisation of the office layout and arrangements including equipment, stationary, cleaning, catering, staff amenities
- Ensuring that client enquiries are handled in a professional and effective manner so as to support the care management team with selling services to families.
- Assisting with managing the recruitment and orientation 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**
- Managing client services enquiries and following the Right at Home inside sales process. Enter inside sales enquiries into the CRM system in People Planner.
- Assisting management with business development opportunities across a range of referral sources.
- Ensure opportunities and requests for new products and/or service are identified, recorded and reported to assist in future business development and planning.

**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 reports as required and contribute to ensuring a cycle of continuous improvement is embedded in the way services are provided.

**Leadership**:

- Participate and contribute to the planning processes, policy and procedure development relating to area of responsibility.
- Lead by example as a mentor and team leader providing peer support to fellow team members regardless of their role. Promoting a spirit of ‘everyone matters' in an environment of collegiality and working together.
- Ensure daily workload management and timeframes are proactively managed to ensure optimum effectiveness and productivity.

**Culture**:
Promote and develop a culture of thought leadership and teamwork that reflects the values and care principles of Right at Home by:

- Ensuring all staff feel they are valued and important contributors to the team (Everyone Matters)
- Promoting and committing to a continuous journey of personal growth of all staff and clients (Life Long Learning) (Improve the quality of life for those we serve).
- Creating an environment of ensuring laughter and purpose for both clients and staff (Positive Energy, Fun and excitement)
- Striving to always do the best we can (Service Excellence)
- Thinking outside the square to inspire new ideas (Innovative Thinking)
- Embrace change; meet challenges with courage and fortitude (Be fearless, be brave).
- Commit