Resident Placement Advisor

3 weeks ago

Melbourne, Australia Bupa Full time

About the role 

Our Resident Placement Advisor is the first point of contact for enquiries relating to resident placement in Bupa care homes. They’re primarily responsible for receiving inbound telephone call and email enquiries through the IVR, and the Bupa Aged Care Website, responding in a timely and professional manner at all times. The role includes taking the enquiry, providing information, booking tours, liaising with Care Home teams and ensuring all information is entered accurately into Epicor CRM, whilst also communicating the outcome of the enquiry to the care home. Further to this, this role will be required to conduct outbound calls to past customers and conduct other administrative duties as required. This is a permanent, full-time opportunity, working from home full time.

Benefits

  • Range of discounts on Bupa products – Healthcare, Optical, Dental
  • ‘People First’ wellness program that can be accessed by all employees.
  • Bupa Online Leadership Development, available on demand.
  • Clinical learning opportunities and more, through online and face to face training.
  • Internal transfers across our care homes.
  • Employee Networks for you to get involved in an area you are passionate about, have your voice heard and be you at Bupa.

In this role, you will have an opportunity to: 

Inbound Calls 

  • Take all calls in a timely, efficient, and professional manner ensuring exceptional customer experience
  • Timely end-to-end enquiry management, including liaising with relevant internal stakeholders, including but not limited to the Resident Placement Team and care home staff
  • Overall Epicor management for all care homes, ensuring the capture of necessary details, update of latest progress and accuracy always
  • Utilisation of strong communication skills to capture enquiry information, book tours and notify care homes
  • Maintaining enquirer contact where tours have not been able to be booked

Outbound Calls 

  • Conduct Nurture calls to prospects not ready to come into care and update Epicor with discussions had
  • Conduct mystery shop calls to competitors
  • Maintain records of calls and information received

Administrative Duties 

  • Enter all new enquiries received by the contact centre
  • Update the enquiries and communicate via email with the care home
  • You may also carry out any other duties reasonably requested by Bupa from time to time.

To be awesome in this role, you should have: 

  • Experience in call centre customer service and sales
  • Empathy. Ability to listen and understand when talking to customers
  • An excellent listener with a positive friendly approach
  • A willingness to ‘sell’ the home and it’s benefits to the customer
  • Possess excellent interpersonal skills and the ability to establish and build upon working relationships effectively
  • Have the ability to communicate with others at all levels in order to successfully achieve outcomes
  • A passion for Aged Care and helping people get the care they deserve
  • Have the ability to learn and understand details pertaining to the organisation’s effective operation
  • Excellent written and verbal communication skills
  • Strong organisational, problem solving and prioritisation skills
  • Ability to recognise opportunities and problems arising in the health and disability sector

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