Client Liason Officers

Work Autonomously
- Enthusiatic Individual
- Great Communication Skills

Job Title:
**Client Liaison Officer**

**Location: Remote**

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**Company Overview**:
We are a leading provider of in-home care services to clients in need. the mission is to

improve the quality of life of the clients by providing compassionate, personalised care in the comfort of their own homes.

**Job Purpose**:
Client Liaison Officers will be responsible for coordinating the delivery of high-quality care to clients with complex needs and labour hire services to other healthcare providers. Reporting to the Head of Client Service Delivery, ensuring prompt, accurate and efficient service delivery to clients and their families, that achieves high levels of client satisfaction, and meets regulatory requirements are key responsibilities. The role is remote, shift-based and requires a high level of computer literacy, communications skills as well as experience coordinating service delivery in a high-paced environment. Client Liaison Officers will ensure that our clients receive the highest quality care possible by managing the care delivery process from start to finish, and ensuring our caregivers are provided with the support and direction needed to deliver this high quality care.

**Key Responsibilities**:

- Coordinate the delivery of high-quality care to clients with complex needs and labour hire services to other healthcare providers.
- Work with the rostering team to ensure that shift requests are fulfilled in a timely and efficient manner. Average of 150+ on field staff per day.
- Communicate with clients, their families and other stakeholders to ensure that their needs are being met and that they are satisfied with the care provided.
- Monitor and review client care plans to ensure that they are up-to-date and reflect the client's current needs.
- Manage caregiver schedules and ensure that there is adequate coverage for all clients
- Monitor client satisfaction and develop strategies to improve client satisfaction levels.
- Ensure that the company complies with all relevant regulations and standards.
- Assist in monitoring financial performance and developing strategies to achieve financial targets.
- Provide regular reports to the Head of Client Service Delivery on the performance of the client services team.
- Participate in stakeholder meetings, team meetings and training sessions to stay up-to-date with in-home care services, client needs, and NDIS requirements.
- Exercise due diligence to ensure compliance with duties under WHS legislation

**Qualifications and Skills**:

- Qualifications in a relevant field (e.g. health care, administration, project management, logistics) or equivalent work experience.
- Minimum of 3 years of experience coordinating service delivery in a high-paced environment.
- Strong attention to detail and time management skills, with the ability to prioritise and execute tasks in a high pressure environment
- Excellent written and verbal communication skills.
- Ability to work remotely and independently.
- Knowledge of the NDIS is an advantage
- Experience in healthcare or in-home care services is preferred.
- Agile, with the ability to work with shifting priorities, demands and timelines through analytical and problem solving capabilities
- Strong leadership skills with the ability to motivate staff to achieve high quality service delivery
- Strong commitment to quality customer service
- Strong computer literacy skills, with the ability to learn and adapt to new systems and programs
- Strong ethical and moral character
- Persuasive, encouraging and motivating
- Commitment to safety
- Flexible during times of change
- NDIS Worker Screening Check - This is a risk assessed role
- National Police Check

**Key Performance Indicators**:

- High level of efficiency and organisation in coordinating and managing in-home care services.
- Timely and accurate communication with clients and their families.
- High level of responsiveness and accuracy in managing caregiver schedules and ensuring adequate coverage for all clients.
- Accurate and up-to-date client records, including care plans, progress notes, and billing information
- Positive feedback from clients and their families on the quality of care provided.
- Successful resolution of client inquiries and concerns in a timely and professional manner.
- Active participation in team meetings and training sessions.
- Key measures:

- 98% fulfilment of client shifts including coordination of fulfilment for Carer cancelled shifts
- Correctly matched Carer to Client needs
- Client satisfaction score
- 98% client service agreements are accurate, signed and saved in client file
- 98% client care plans are accurate and saved on file