Customer Relationship Concierge

**About the role**

The Customer Relationship Concierge team plays an important role in the journey of new and existing residents and clients to BVAC, supporting residents and their families in a timely, professional, and compassionate manner and providing oversight of the resident contracting process. The Customer Relationship Concierge willensure that both customers and homes are supported through the process of selecting and entering a residential aged care home. This role will also work collaboratively with the Customer experience team and Service Operations to support the implementation of strategies to attract and secure new customers to our services. This role is crucial in ensuring occupancy levels are maintained working proactively with customers in consultation with both the home operations team and clinical teams to provide quality care accommodation solutions to meet the needs of the customer.

**In this role, you will have an opportunity to**:
**Customer Support
- Residential agreements**
- Provide to support the homes with financial discussions for Permanent placement
- Support the home team to ensure prospect residents are provided information to enable them to make informed decision about their fees and charges
- Support the home to ensure that the customer has sufficient time to consider and review their options and seek external advice
- Ensure compliance and accuracy in Resident Agreements and efficiency in the customer journey pertaining to issuing and returning of signed agreements.
- Undertake conversations with families when specific queries are raised relevant to changes in fees and charges relating to MTCF or following up families that have not submitted forms to the Dept
- Liaise with families and residents to ensure means and income tests are completed in a timely manner
- Support Customers and the home teams with invoice queries
- Liaise with the debt recovery team to ensure accurate and timely billing
- Ensure residents are charged interim MTCFs and liaise with finance to ensure MTCFs are charged in line with Medicare payment statements (including liaising with families)
- Liaise with the care homes and Finance to investigate and resolve billing queries and/or complaints
- Create appropriate process to support other business units to recover unpaid RAD/DAP payments
- Provide SME advice regarding residents/families who request variations to resident agreements or special resident agreement terms/conditions to ensure these terms are fair & reasonable and are within legislation and Bupa policy
- Contribute to the implementation of special offers via effective reviewing of resident agreements
- Periodic audits are undertaken to ensure all resident agreements are signed and all financial documentation is inline with business rules and completed prior to resident admission
- Keep updated with relevant legislation in relation to fees and charges

**SME support Sales Strategy**
- Conduct Hypercare occupancy check in with homes are required
- Work in consultation with Marketing and BD to support the homes to promote Bupa services
- Confirmation of resident placements for placement agent invoices
- Regular reporting of regional performance, including specific homes (where appropriate) on leads,
- referrer sources, tours, and conversions
- SME on Projects as directed
- Regularly monitor and maintain the My Aged Care portal for home
- Effectively use Bupa financial software systems, ensuring timely and accurate records are maintained
- (Resident Select, Epicor and My Aged Care)
- Liaise with the Homes and Contract support manager with the accuracy of data entry into Epicor
- Provide a coaching and mentoring function to all General managers and Customer Service
- Consultant/Managers in relation to Sales, contract compliance, respite conversion and fee's and
- Charges
- Provide a helpdesk support function for Sales and agreement compliance.
- Provide regular feedback to the RM on performance and any concerns that require action
- Be a role model for Customer Service Consultant/Managers staff in the home and provide excellence
- in customer service and all areas of communication with both internal and external stakeholders

**Training and Development**
- Work with Learning and Development Lead to provide strategic direction and support the ongoing
- development of Customer Service Consultant/Managers, General Managers and BVAC employees in
- Sales strategies, residential agreement compliance, Resident Select (CRM)and fees & charges
- SME team to specialise in key areas of the sales and residential agreements who can act as a first point
- of call to provide specialist support and advice to support the business in achieving its objectives
- Support the induction and training process for the General manager Customer Service
- Consultant/Managers in the Care Homes in relations to fees and charges, residential agreement
- compliance, Resident Select (CRM) and sales strategies.

**To be successfu