AddressAbout the Role
The role of the Client Engagement Consultant (CEC) is to drive Catholic Homes’ ambitious focus on growth and sales in the Home Care market.
The Client Engagement Consultant will be the first in-person contact/representation of Catholic Homes to help guide older Australians, create budget plans in conjunction with the client and/or representative to deliver in-home support and services and on-board new Home Care clients.
You will be responsible for managing, monitoring and improving all facets of the customer experience, generating revenue, supporting the highest standards of service delivery as well as promoting and identifying ways to deliver a customer centric model of care. This is a permanent full-time position located in Burswood, will generate and convert sales leads within the wider metropolitan and regional areas.
Help at home looks different for many people and you will have the opportunity of creating a plan where your client may need help with shopping and cooking, or receiving personal care to bathe and dress, medication prompts or administration, or improving safety and increase movement around their home through home modifications. All with the one purpose of helping keep clients in their homes for longer and remain as independent as possible.
In addition, we are looking for somebody that loves stakeholder engagement. Creating information sessions through existing groups like Men Sheds, Senior Citizen Centres, Seniors Villages etc. such that you can help older Australian’s navigate their aged care pathway. This will have you discussing the processes they need to follow from assessment through to assignment of a Home Care Package. All the while, keeping Catholic Homes top of mind to deliver these supports. This will include working in conjunction with the Senior Client Engagement Consultant and Operations Managers to help create these events successfully.
Needless to say, we are looking for an individual who is confident, excellent command of the English language and can orate in small to large settings, has a client centered approach, high level of empathy, great listener, can develop individualised budget plans in consultation with clients, their family or advocates and is also very strong in stakeholder engagement. This role is pivotal in growing our Home Care business.
Key responsibilities
- In collaboration with the Senior CEC, work through new customer process from enquiry to closing the sale.
- Conduct in-home consultations to discuss prospective client aged care needs and develop a budget planner to utilise package funds.
- Business development including prospecting for new clients, building rapport, grow and retain existing clients by presenting new solutions and services to clients.
- Create necessary agreements and paperwork for on-boarding of clients, whilst remaining compliant, to be managed by our Case Managers.
- Develop and monitor the implementation of individualised plans for your clients. Develop strategies which will address the identified needs of the client in consultation with their representative/s where appropriate, in accordance with funding guidelines.
- Liaise with key stakeholders and develop and conduct information sessions from small to large community groups helping older Australian’s navigate their aged care journey.
- Manage communication with key stakeholders – both internally and externally including healthcare providers.
- Identify and participate in professional development.
- Ensure compliance with all Catholic Homes policies and procedures, statutory and contractual requirements in relation to management of support and service delivery.
To be successful:
- Ability to drive growth through a sales process to increase home care packages.
- A good understanding of client directed care and home care quality standards.
- Ability to show empathy and understanding towards your clients and their representatives in a professional manner whilst representing Catholic Homes vision and values.
- Engaging personality and a sense of resilience.
- Flexibility in appointment setting and an ability to multi-task varying client scenarios and individual circumstances.
- Strong communication skills with both internal and external stakeholders.
- National Police Clearance (screened in accordance with the organisations policies).
- Influenza vaccination on an annual basis.
- Valid Driver’s License and a roadworthy car and an ability and willingness to travel regionally as and when required.
Benefits:
- Daily parking reimbursed.
- Ability to Salary Package - meaning you pay less tax and have more take-home money to spend.
- Access to Procurement Australia which gives you exclusive deals and discounts on electrical, white, and brown goods, usually only available to large corporate organisations.
- Employee Assistance Program (free confidential counselling service).
- Ongoing support from the Home Care Operations Manager and the wider home care team.
- Paid blood donor leave.
- Comprehensive induction program and ongoing professional development.
About Catholic Homes
Caring for Western Australians for over 50 years, Catholic Homes is a leading not-for-profit comprehensive aged care provider. We pride ourselves on providing a workplace that reflects our values of joy, love and hospitality.
Catholic Homes’ ‘Care with Purpose’ is our approach to person-centered care and advocates being active and independent for as long as possible.
We have six Residential Care facilities, with four located alongside a Retirement Village.
Our Home Care service across Perth and Regional WA is tailored to suit individual needs of those living in the community.
Catholic Homes is an inclusive organisation welcoming all faiths and backgrounds.
Catholic Homes’ innovation and proactive approach to aged care has won us numerous awards including the 2020 Institute of Hospitality In Health Care’s (IHHC) Brightest Star Award and Better Practice Award for its Circle of Men project.
To apply
To view the position description, click here.
For further information on this role, please contact Denise Thomas, Operations Manager Home Care at *************@catholichomes.com.
Applicants must obtain a valid National Police Clearance before commencing employment.
Applicants must have the right to live and work in Australia.
Please note Catholic Homes does not provide sponsorship to employees.
For more information on working with Catholic Homes please visit www.catholichomes.com
