Aged Care Customer Placement Specialist (Admissions)

Do you thrive on making a difference in people's lives? Join our My Care Journey Team as a Customer Care and Placement Specialist! You'll provide exceptional service and support to our clients and their families, helping them navigate the Aged Care system with care and expertise.

About the role 

The Customer Care and Placement Specialist is a critical role within our business. You will be seen as the trusted guide and Aged Care expert for our clients. You will be at the “pointy end” of some of the most important and crucial stages of the Customer Journey, providing the highest level of service and support through our clients Aged Care Journey. If you have experience in the Aged Care Sector, you’re an amazing communicator and take a genuine interest in helping people then this role is for you. 

Serving as a specialist in our Customer Experience and Solutions Team, you will play a pivotal role in delivering on Our Customer Promise. As the expert in the Aged Care Journey, you’ll be:

• enabling the important and personal decisions that need to be made by our customers and their families.
• working with our growing Provider Partners networks to confirm placements and admissions.
• instrumental in understanding clients' needs and preferences whilst finding the best possible care solution for each client, compiling all the accurate information to assist with any referral or admission promptly, professionally and with empathy. 

To facilitate effective solutions, you’ll approach the work with care and compassion, be highly organised, and able to gather and analyse information.  By working seamlessly with our Customer Solutions Team and Operations Manager, you’ll directly impact our Customer Success through delivering high quality customer outcomes.  

Seeking a challenging role with immense potential? This role offers growth and opportunities for further development, the chance to make a real difference in people’s lives and contribute to the My Care Journey mission. Read on!

About My Care Journey

My Care Journey is a personalised Aged Care consultancy and client placement service based on the Gold Coast, part of the Dimarcorp Group of Aged Care companies.

At My Care Journey, we understand the importance of finding the best care solution for those needing Aged Care and their families. Whether it's in-home care services, assisted living, residential Aged Care, or retirement living, we offer a range of options tailored to meet diverse requirements and are growing to become the leading Aged Care consultancy and placement service in the sector.

What you’ll be doing with your Customer Skills and Experience 

The Customer Care and Placement Specialist offers tailored assistance to clients seeking care services, ensuring they are informed and empowered. This role involves:

• Understanding clients' needs and budgets, advising and confirming suitable care options, and fostering relationships with care providers and stakeholders to support a comprehensive and streamlined care placement.
• You will facilitate contact for all customer Home Care and Aged Care enquiries and placements by responding to queries via phone, email, and any other channels. 
• Client Consultation & Care Placement: Assess client care needs, advise on Aged Care and Home Care, and recommend and facilitate potential care options.
• Facility Tours & Negotiation: Arrange facility tours where required, provide client feedback, and negotiate with care providers for the best outcomes.
• Documentation & Ongoing Support: Assist clients with the necessary paperwork and provide ongoing support throughout the placement and admission process.
• Record Keeping & Relationship Building: Maintain accurate records of client interactions and build relationships with care providers, assessors, and referral sources.
• Complaints Resolution & Customer Service: Manage and resolve issues, including client complaints, and provide outstanding customer service.
• Team Collaboration & Policy Compliance: Participate in internal meetings, meet reporting deadlines, and ensure adherence to business protocols.
• Manage administrative tasks such as updating and maintaining client files, planning, scheduling, drafting correspondence, formulating daily and weekly reports and the ability to meet deadlines.
• Draft and implement Customer Experience strategies for management to enhance customer satisfaction, rapport, and loyalty.
• Actively participate in internal meetings, ensure timely completion of correspondence, tasks, and adhere to business system protocols.
• Contribute to continuous training, development, and quality improvement efforts, upholding the company's philosophy, mission, and vision.

What you’ll bring to the role 

• The ideal candidate has Care Sector qualifications or experience, 3+ years in a similar role, and knowledge of Aged Care, and relevant legislation. 
• A solid understanding across Home Care and / or Aged Care Solutions. 
• Excellent communication skills and experience dealing with customers in a wide range of circumstances. Exceptional phone manner and the ability to demonstrate active listening skills and empathy.
• Strong administrative skills and proficiency in managing multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite (Outlook, Word, and Excel) and experience using Salesforce CRM software and Soft Phone Systems
• Excellent team player. Strong communication and interpersonal skills, fostering positive working relationships with colleagues and clients alike.
• Ability to work independently and as part of a close-knit team, demonstrating adaptability and flexibility.
• Motivated self-starter who thrives on working in complex and challenging environments of a rapidly evolving business.  

Why work with us.

• Make your mark with this role that has strong potential for future growth as our client base expands. 
• Make a positive impact in peoples lives and those around them. 
• Do Good. We support many Not for Profit and Charitable organisations to enhance their mission operational performance and financial viability.
• Full training and onboarding support provided.  
• Competitive remuneration package.
• We have a small, passionate team who are committed to making a difference.
• We are proud to be an inclusive organisation that embraces all people.

We champion excellence in Aged Care. Join My Care Choices today.

If you are passionate about using your skills and experience to make an impact on people's lives, we encourage you to apply. 

Please submit your application including your resume and a cover letter outlining why you would be the best person for the role via Seek. 

Applications close no later than 31st of March 2024.