Service Representative

For a Aged care and Disability service provider.

Under the direction of the Operations Manager, the service representative being the first point of contact is responsible for the effective coordination of services to clients in line with their goals, lifestyle, health and financial requirements. The representative is responsible for engaging with clients on a regular basis whilst ensuring to deliver high quality servicing.

The position is full time 38 hours per week Mon - Fri with out of hours work required on a rotational basis to ensure a flexible response to client needs and after-hours phone service.

Key Tasks and Responsibilities

Customer Engagement
Regular engagement with Pipe Drive and customer pipeline to active potential new clients

• Review information related to client
• Contacting potential consumers, create relationships & educate consumer's
• Monitor waiting lists
• Update all enterprise systems as required

Assessing client needs and determining expected outcomes:
• Conduct client assessment
• Viewing consumer's medical records, special needs and specialist referrals
• Review client services and goals
• Ensure clients services are organised in line with client and expectations and where required in line with funding requirements

Ensure quality service is provided to client
• Undertake regular client / carer reviews to determine service quality
• Regular engagement with support to improve client services
• Ensure the provision of person centred care is applied and suitable workers allocated to services

Conduct regular reassessments of client needs and service plans
• Liaise with clients to review goals and services
• Regularly communicate with clients regarding other opportunities to expand service provision

Record keeping and administration
• Ensure all documentation required is correctly completed and submitted in a timely manner
Communicate with clients, staff and brokerage agencies at various levels, including special needs and CALD clients requiring interpreters.
Answering calls within the KPI time frame in a calm and professional phone manner
Assist with all business queries and direct calls as required
Prepare reports and correspondence as directed by the operational manager
Establishing excellent working relationships with clients, staff and brokerage agencies.
Recommend care worker further development training to management according to care needs where required.

Please contact- [email protected] if interested :)

Please note for all Australian based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.