Customer Care Manager - Home Care

Homecare My Way is a premier provider of home care services and a new addition to HCA.  As a fast paced, exciting offering we are committed to enriching the lives of seniors. Our passion lies in delivering exceptional, personalised care tailored to the unique needs of each client.

The Role:

Located in Melbourne,  reporting to the Operations Manager, the Care Manager manages the client relationship through the delivery of excellent customer service and the implementation of client care initiatives. This role is customer focused and is responsible for ensuring that all service delivery and compliance reporting requirements are met. Working collaboratively with various teams to ensure that services delivered are of a high quality and offer an excellent client and workforce experience.

Key Responsibilities include:

• Professionally represent the company as the leading healthcare recruitment company in Australia
• Ensure a high standard of conduct and work performance to promote Homecare My Way's reputation with key internal and external stakeholders 
• Actively promote Homecare My Way services to meet Growth Targets.  
• Deliver on agreed KPI and targets  
• Complete all funding and debt management activities
• Manage a caseload of clients and deliver excellent client experiences
• Develop care plans that support the delivery of quality outcomes for clients in line with their funding
• Ensure all client documentation and case notes are up to date, complete and of a high standard  
• Support the business development and onboarding function, including the assessment and suitability to provide services in line with Homecare My Ways’ related policies and procedures  
• Familiarise and work in accordance with WHS and QMS systems, policies, and procedures. 

Qualifications & Experience  

• Relevant tertiary qualifications or experience in healthcare industry or similar  
• Strong understanding of Aged Care and/or other health related services  
• Experience and success in working in a customer focused service business.

To be successful in this role, our ideal candidate will demonstrate:

• Excellent time management and prioritisation skills  
• Excellent communication skills, written and verbal 
• Willingness to learn and adapt to changing environments/ markets
• Intermediate knowledge and use of MS Office and Customer Relationship Management (CRM) systems  

Desired:

• Enrolled Nurse - AHPRA  
• Registered Nurse - AHPRA 

Mandatory Requirements

• A current National Police Check (ACIC accredited), stating suitability to work in aged care or with vulnerable persons.

Benefits - why would you want this role

With HCA you’ll be rewarded with:

• A fabulous discount on BUPA Private health Insurance – 7%! 
• Enjoy flexible hybrid working conditions that empower work-life balance
• Access to extra leave with a day off for your birthday plus a rewards and benefits platform
• Salary Packaging - novated leasing available with Smart group 
• Be part of a well-respected Australian based organisation of more than 3,000 employees!
• Benefit from ongoing training and support with access to an education allowance to nurture your skills and career

At HCA we are committed to embracing diversity and committed to providing a safe working environment.   Veterans are encouraged to apply.

About the Company

Healthcare Australia (HCA) is a major provider of healthcare services across Australia, including allied health, primary care, recruitment, NDIS, care services, and training.