Client Support Officer

1 week ago

Morley, Australia ECHO Community Services Full time

**Introduction**:
Our purpose is to enrich the lives of people living independently in their own homes through connection to services and community.

About ECHO

ECHO Community Services is a registered charity providing care to the elderly to help them live in their own home with dignity while still maintaining their independence.

We provide in-home services 7 days per week for Home Care Package and 5 days per week for CHSP.

Our goal is to provide services at the same time, on the same day and with the same team of Support Workers which means that you know the people who are coming and the time they will arrive. Having the same support workers providing services, in particular, medication prompts and personal care, maintains the person’s dignity and well-being. You know and can trust the people attending. There is continuity of care for people who receive our services.

**Description**:
Reporting to the operations department team leader, the Client Support Officer will be responsible for providing exceptional and consistent customer service and administrative support to
- Assist in Payroll Checking and Timesheet Verification
- Review Community Roster Auditing report for daily approval of all services provided by support workers to clients.
- Data Entry into CRM for worker and client
- Cross check and communicate with other team members to settle any discrepancies found on the report
- Attending to all Invoice queries and complaints by clients.
- Manage a number of operation department's spreadsheets for service delivery purpose
- Order continence aids and other consumables for clients on behalf of clients advisor
- Entering invoices items by third party contractors into Activity statements to generate charges for Home Care Package clients
- Continual development and improvement of work practices and processes for operational excellence by attending and participating in meetings team projects as required.
- Providing input on how to improve the business or value add.
- Assist with reducing variable expenditure as directed.
- On-call phone once every 6 weeks (roster with other members of operation teams)
- Other tasks that may be required from time to time.

Hours 8.00am to 4.00pm Mon - Fri, with the ability to be flexible outside these hours depending on business needs and able to participate in after hours on call roster during the week and on weekends.

**Skills and Experiences**:
**Competencies**:

- Qualifications in business administration or related field.
- Demonstrated ability to work independently and prioritise workload to achieve effective and efficient administrative services.
- Excellent office system organisation skills.
- Ability to manage complaints in a timely and respectful manner.
- Understanding of CRM software, especially ECASE system is highly regarded.
- Possess exceptional customer service skills - will go the extra mile.
- Ability to work within and contribute to a cohesive team environment.
- Be able to work under pressure and within tight timeframe.
- Above Average verbal and written communication skills.
- Fluent and clearly spoken English language skill.

**Experience**:

- Previous experience in administration, data entry, and bookkeeping
- Similar experience in an aged care or community service is highly desirable

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