Address Posted 23/02/2024
Job Number 30714
Work type Fixed Term - Full Time
Posting End Date 22/03/2024
About the role
The Customer Relationship Concierge team plays an important role in the journey of new and existing residents and clients to BVAC, supporting residents and their families in a timely, professional, and compassionate manner and providing oversight of the resident contracting process. The Customer Relationship Concierge willensure that both customers and homes are supported through the process of selecting and entering a residential aged care home. This role will also work collaboratively with the Customer experience team and Service Operations to support the implementation of strategies to attract and secure new customers to our services. This role is crucial in ensuring occupancy levels are maintained working proactively with customers in consultation with both the home operations team and clinical teams to provide quality care accommodation solutions to meet the needs of the customer.
In this role, you will have an opportunity to:
Customer Support- Residential agreements
Provide to support the homes with financial discussions for Permanent placement
Support the home team to ensure prospect residents are provided information to enable them to make informed decision about their fees and charges
Support the home to ensure that the customer has sufficient time to consider and review their options and seek external advice
Ensure compliance and accuracy in Resident Agreements and efficiency in the customer journey pertaining to issuing and returning of signed agreements.
Undertake conversations with families when specific queries are raised relevant to changes in fees and charges relating to MTCF or following up families that have not submitted forms to the Dept
Liaise with families and residents to ensure means and income tests are completed in a timely manner
Support Customers and the home teams with invoice queries
Liaise with the debt recovery team to ensure accurate and timely billing
Ensure residents are charged interim MTCFs and liaise with finance to ensure MTCFs are charged in line with Medicare payment statements (including liaising with families)
Liaise with the care homes and Finance to investigate and resolve billing queries and/or complaints
Create appropriate process to support other business units to recover unpaid RAD/DAP payments
Provide SME advice regarding residents/families who request variations to resident agreements or special resident agreement terms/conditions to ensure these terms are fair & reasonable and are within legislation and Bupa policy
Contribute to the implementation of special offers via effective reviewing of resident agreements
Periodic audits are undertaken to ensure all resident agreements are signed and all financial documentation is inline with business rules and completed prior to resident admission
Keep updated with relevant legislation in relation to fees and charges
SME support Sales Strategy
Conduct Hypercare occupancy check in with homes are required
Work in consultation with Marketing and BD to support the homes to promote Bupa services
Confirmation of resident placements for placement agent invoices
Regular reporting of regional performance, including specific homes (where appropriate) on leads,
referrer sources, tours, and conversions
SME on Projects as directed
Regularly monitor and maintain the My Aged Care portal for home
Effectively use Bupa financial software systems, ensuring timely and accurate records are maintained
(Resident Select, Epicor and My Aged Care)
Liaise with the Homes and Contract support manager with the accuracy of data entry into Epicor
Provide a coaching and mentoring function to all General managers and Customer Service
Consultant/Managers in relation to Sales, contract compliance, respite conversion and fee’s and
Charges
Provide a helpdesk support function for Sales and agreement compliance.
Provide regular feedback to the RM on performance and any concerns that require action
Be a role model for Customer Service Consultant/Managers staff in the home and provide excellence
in customer service and all areas of communication with both internal and external stakeholders
Training and Development
Work with Learning and Development Lead to provide strategic direction and support the ongoing
development of Customer Service Consultant/Managers, General Managers and BVAC employees in
Sales strategies, residential agreement compliance, Resident Select (CRM)and fees & charges
SME team to specialise in key areas of the sales and residential agreements who can act as a first point
of call to provide specialist support and advice to support the business in achieving its objectives
Support the induction and training process for the General manager Customer Service
Consultant/Managers in the Care Homes in relations to fees and charges, residential agreement
compliance, Resident Select (CRM) and sales strategies.
To be successful in this role, you should have
Excellent in Microsoft Office
Qualifications in Training (Cert IV in Training and Assessment) and Business Administration
(Desirable)
Degree in Business Administration or a related field, HR or a related field (Desirable)
Experience and Skills
Previous work experience in an administration management role
Experience managing people
Knowledge of administration requirements in the Aged or Health Care industry (desirable)
Understanding of aged care government funding and income mechanics – respite allocation,
accommodation supplements etc.
Extensive knowledge of how Means Tested Care Fees and Income & Assets assessments operate.
Previous experience with data analysis
Outstanding organisation and coordination Skills
Relationship builder
High level of attention to detail
Demonstrated commitment to quality processes and quality business outcomes
Analytical skills (for Payment Statements and report analysis)
Mentoring and coaching skills
Experience in liaising with key regulatory bodies
Ability to influence Care Home General Managers and Care leaders
Change management experience
Understanding of P&L key drivers
Proven written and verbal and presentation / communication skills
