Customer Care Manager

Full-Time/Part-Time contract, Hybrid position
- Melbourne, VIC location
- Looking to establish your career in Homecare/Aged Care

**Healthcare Australia** 'HCA' is a national specialist healthcare staffing and direct care service provider that has a strong value set that believes in ethical business practice in providing effective support staff to Homecare and NDIS participants.

Now in our 50th year, as an employer we focus on our people to ensure a great home/work life balance. We play a crucial role in shaping the future of Healthcare in Australia; we embrace a culture of diversity and inclusivity, and we offer flexible working arrangements with opportunities to further your career. At HCA we enjoy a working environment where our employees feel valued.

**The opportunity and about the role**:
Reporting to the State Manager, this role will support our presence and team in the Melbourne.

The Homecare Customer Care Manager manages the customer relationship through the delivery of excellent customer service and the implementation of customer care initiatives. This role is customer focused and is responsible for ensuring that all service delivery and compliance reporting requirements are met. Working collaboratively with the State Team to ensure that services delivered are of a high quality and offer an excellent customer and workforce experience.

**Responsibilities**:

- Manage a caseload of customers and deliver excellent customer experience
- Develop support plans that support the delivery of quality outcomes for customers in line with their funding and service plan
- Monitor the successful delivery of customer outcomes and conduct document service reviews at agreed times
- Complete all service delivery compliance and reporting requirements including Quoting, Service Agreements, Funding and Debt Management Activities and Plan Reviews
- Maintain and manage the funding budgets and supports to meet the customers' needs and ensure customers' funding is managed effectively for the funding dates
- Manage the funding and rostering requirements of the Home Care funds allocated
- Maintain communication with customers, support coordinators and plan managers regularly regarding funding and service delivery
- Ensure all customers' documentation and case notes are up to date, complete and of a high standard
- Support the business development and onboarding function, including the assessment and suitability to provide services in line with HCA's related policies and procedures
- Work collaboratively with the Recruitment and Rostering teams to onboard and build our workforce capacity and capability to deliver an excellent workforce experience
- Work collaboratively with the Recruitment and Rostering teams to ensure that our workforce have the skills and knowledge to deliver high quality services that meet customer's needs
- Perform related duties and special projects as assigned by your manager to assist in ensuring the success of the division.

**The rewards**:
***
Working for us will put you in a strategic position with your career, with opportunities for growth and development along with financial and non-financial benefits. Healthcare Australia will continue to grow at exponential levels over the next few years and offers significant career advancement opportunities for the successful applicant. There will be a laptop and travel will be reimbursed per KM travelled.

If you are looking to join a market leader in the ever-growing healthcare industry and contribute towards delivering the highest level of Homecare services in Australia, then HCA is for you. We are a people-centric business with our core values being the heart and soul of all that we do.
- We are a people-centric business with our core values driving everything we do
- Centrally located in CBD
- Public transport on the doorstep
- Future career opportunities with an expanding national organisation
- Close, friendly and supportive team environment
- Ongoing training and support
- Hybrid role - 2 days' working from home

**Is this you?**
- Minimum 1-2 years' experience in administrative or a similar role
- Looking to establish your career in Homecare/Aged Care
- Flexible to travel for work purposes
- Hold current or willing to obtain Police check (within last 6 months)
- Fully vaccinated against Covid-19 and Influenza
- Emotionally intelligent and an ability to emphasis with customers and respond to their ever-changing needs.
- Ability to calmly perform in high pressure situations
- Determined to perform, exceed targets and execute commercial concepts
- Excellent communication and customer service skills

If the answer to all the above is
**'yes' **then