Health Concierge Team Leader

1 week ago

Sydney, New South Wales, Australia Australian Unity Full time

Across Home Health, we're transforming the way we work in our local communities to improve health and care outcomes for customers. By working together, differently - we believe we will be able to plan and deliver better care for customers. Our mission is to create a distinctly different and integrated healthcare company instinctively chosen for its quality, legitimacy, and independence.

Home Health's Health Concierge Customer Support team delivers customer outcomes and responds to customer queries including funding, scheduling, services, and billing.

**Your New Role**:
As our **Health Concierge Team Leader - Customer Support** you will provide strong leadership and guidance to the Health Concierge Customer Support team. Your focus will be to enhance the customer experience by streamlining processes, managing enquiries, and resolving issues with precision.

Within this role **you will also**:

- Proactively engage with team members to monitor performance, understand skills and competence, and identify areas for development
- Identify and adopt process improvement opportunities as well as implement scripts and processes that support consistency of experience and drive down average handling times
- Conduct call recording quality checks, identifying opportunities for coaching and improvement
- Analyse complex business problems, develop, and implement solutions, and optimise systems to meet changing business needs
- Reporting of risks associated with customers
- Manage daily operations and continuous improvement activities to improve overall function and compliance requirements
- Actively contribute to the design, delivery and adoption of system-based tools and lead the implementation of processes and procedures that embed consistent ways of working
- Monitor the quality of customer data to ensure compliance with all regulatory obligations

**About you**:

- A pragmatic proactive problem solver
- Deep understanding of both the aged care sector and operating a complex customer contact centre
- Customer focused with ability to engage and develop others
- Demonstrated experience managing teams
- Sound working knowledge of funding instruments and regulations associated with in-home/community care services
- Certificate IV or Diploma qualification in community or aged care is desirable (or equivalent experience)
- Excellent verbal and written communication skills combined with demonstrated ability to engage with a frontline workforce using various communication channels
- Knowledge of digital tools, such as Genesys and Salesforce

**Benefits & Perks**
- Flexible Working Arrangements
- Extra leave benefits, including Wellbeing, Community, and Deep Listening days each year
- Fitness Passport - discounted access to gyms and fitness facilities
- Exclusive employee discounts across Australian Unity products, travel, and accommodation
- Novated leasing - salary package a new car through Maxxia or Flare Cars and save on tax

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