Address Posted 19/02/2024
Job Number 30561
Work type Fixed Term - Full Time
Posting End Date 11/03/2024
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 6-month Fixed Term 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
To learn more about working at Bupa please visit our website: www.bupa.com.au/careers
Bupa cares about creating and sustaining a safe and inclusive workplace where our team members feel they belong regardless of gender identity (including how one chooses to express it), ethnicity, disability (physical, mental and/or sensory), sexual orientation, religion or life stage. We are committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.
