Client Experience Lead

6 days ago

Melbourne, Victoria, Australia Home Instead Full time

**We are a leading global brand**

Home Instead help with a range of personal and lifestyle needs while providing welcome companionship. We take personal responsibility for providing the best in-home care and support to meet our clients' needs and are committed to addressing the individual and national challenges of Australia's ageing population. Established in 1994, Home Instead now provides care across a network of over 1200 offices around the world.

In Australia, at Home Instead our national network of offices are committed to changing the face of ageing by enhancing the lives of ageing adults and their families. To us, it's personal.

**About the role**:
The Client Experience Lead will be a senior member of the Home Instead Melbourne Outer East and Glen Waverley team. This role will be responsible for successfully managing and coordinating the operations within the Client Experience Team. The Client Experience Lead will provide leadership and guidance on care management as well as ensuring a high standard of quality client care is provided as per the aged care quality standards.

**Why join us?**
- Work phone provided.
- Support team environment with ongoing learning and development.
- A rewarding career where you can make a positive difference in the lives of seniors and their families.
- Flexible working arrangements.

**Key Responsibilities**:

- Conduct care plan and Approved Service Provider audits.
- Project manage the implementation of required processes and standards to meet industry and legal requirements.
- Review clients to understand the drivers of business growth and implement strategies that enable future growth.
- Manage care management operations to ensure client care services are of a consistently high standard.

**Qualifications & Experience**:

- Extensive Home Care Package experience is desirable.
- Knowledge and experience of community-based care and support services.
- Previous experience leading & coaching a team.
- Experience in identifying, coordinating, and managing care services for home care clients (aged or disability).
- Understanding of Aged Care and Disability related legislation and regulations for home care services.
- Highly efficient and organized with proven time management skills.

**Australian work rights**
- Applicants must have permanent or temporary rights to work in Australia with no restrictions.

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