Client Liaison Officer

3 weeks ago

Melbourne, Australia Colbrow Care Full time

About Us :

As a third-generation Australian family-owned and operated company, Colbrow Care has been providing excellence in nursing and care services since 1957.

We are committed to delivering excellence in personalised care solutions and services to Australian families, so they can live in the comfort of their own homes as independently as possible, for as long as possible.

As a specialist nursing, aged care, and (dis)ability support provider, we support people who are ageing, people experiencing short, long-term, or life limiting illness, people living with disability, and many other people who at some point throughout their life, just need a little extra help.

We value our workforce as our greatest asset and understand that the relationships and connections they form with our clients are the cornerstones of the care we deliver.

We continuously evolve with our industry and consistently invest in our staff through professional education and training. This is how we ensure that our clients are receiving the highest quality of individualised care.

Our nurses, personal care assistants, and (dis)ability support workers all share our values, giving us confidence in our mission and the ability to support our clients to achieve their personal goals.

About You :

  • Relevant Tertiary Qualification in Business or a minimum of 3 years experience in a sales or business development role

Position Summary :

Reporting to the Client Liaison Officer, this role is responsible for providing assistance and back up to the Client Liaison Officer by providing holistic administrative and client related support.  

Your responsibilities will include (but not be limited to) all functions of the Client Liaison Officer, under their direction and where appropriate, including being the first point of contact for new client enquiries, scheduling and attending client visits, attending sales/assessment visits, implementation of care programs, monthly reporting incorporating client pipeline, quality compliance and adherence to relevant policies and procedures.

Reports to: Client Liaison Officer

Reporting to this Position: N/a

Liaison:

  • General Manager
  • Operations Manager
  • Care Coordination Team
  • Recruitment Administrator
  • Training Coordinator
  • Community Care Manager
  • External Employees
  • Case Manager/s
  • Clients and other external stakeholders

Key Requirements :

  • Office Administration experience
  • Ability to communicate clearly with different levels of personnel & management
  • Self organised and able to work unsupervised
  • Able to coordinate multi tasks efficiently
  • Motivated to meet timelines and targets
  • Excellent professional personal presentation

Job Responsibility :

Responsibility:

  • First point of call for all new service enquiries 
  • Compile information packs to disseminate as/when needed providing information regarding Colbrow’s services and solutions to potential clients
  • Maintaining CRM 
  • New referral intakes
  • Onboarding of new clients
  • Update relevant programs utilised by Colbrow (eg: My Aged Care, NDIS portal, CRM)
  • Effective rostering of staff (for allocated clients only) and advising carers and clients of any changes to rosters or service provision in a timely and efficient manner to ensure optimum customer service standards are met
  • To act as a representative for promotion, sales and marketing for Colbrow Care
  • Be familiar with relevant legislation and standards relating to the provision of in-home care services
  • To meet targets and KPIs set by Management
  • Assist with all administrative requirements of on-boarding new clients, including with the clinical team
  • Sending expressions of interests to our database for new clients
  • Collation of client packs

Functions:

  • Follow up enquiries – convert or close off
  • Obtaining feedback on client satisfaction
  • Schedule and attend client visits
  • Identify client needs and service gaps, facilitating solutions
  • Maintain a high level of industry and competitor knowledge
  • Create and build relationships with existing and prospective clients
  • Re-establishing contact with clients who may not have utilised Colbrow’s services lately
  • To negotiate agreements and pricing within frameworks provided by Management
  • Attend trade shows as/when required
  • Attend training and development sessions as required
  • Attend and contribute to regular staff meetings

Authorities:

  • To represent the organisation as an employee
  • Investigate and research costs for equipment and materials

NOTE - The Client Liaison Assistant is not authorised to divulge any information about the organisation to any third party, or to divulge any confidential information regarding the running of the organisation to any third party.

Job Functions :

Client sales

Job Benefits :

In addition to competitive remuneration you will find other perks to joining the Colbrow Care team. Real opportunities exist for you to apply and develop your skills within a progressive team in an industry that is both future-proofed and growing exponentially. We are a close-knit team of professionals who play just as hard as we work, so if support, growing and having fun is on your priority list, this role was made for you.

Selling Point :

Customer in-home Care Services

Contact :

Kavini Fernando

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