Care Assessment Officer (with Healthcare Sales, 100% Onsite Morning Shift)

In addition to placement services, the organization operates the country’s largest residential aged care consumer review platform, offering valuable insights and resources to assist families in making informed decisions. Its expertise also extends to the disability care sector, providing tailored system navigation and provider matching services.

Job Details:

As a Client Care Assessment Officer, you will be the first point of contact for families interacting with Client’s services and assessing their aged care needs. You will provide compassionate support, assess needs, and offer tailored recommendations to ensure families make informed decisions.

• Responsible for handling inbound and outbound calls as the first point of contact for potential clients of the free aged care placement support service.
• Responsible for scheduling, making and remaking timely outbound calls, SMSs and emails to members of the public who provide their details to the Client.
• Responsible for initiating telephone-based discussions with members of the public to qualify their need for use of the Client’s service, and if possible, conduct a Case Assessment of their aged care needs prior to transferring the call to a Placement Specialist.
• Responsible for providing general information and advice about aged care placement to members of the public who establish contact with the Client.
• Responsible for providing access to placement decision making tools to members of the public – including fact sheets, videos, and web-based tools.
• Responsible for supporting other members of the Client’s case management team in order to facilitate placement introductions to aged & home care providers and providing referrals to other third-party service providers with whom the Client has a relationship with.
• Responsible for demonstrating true empathy and compassion for all members of the public with whom the Employee has contact with.
• Responsible for adherence to internal guidelines, systems, call scripts/approaches and other internal tools that relate to the role.
• Creating and maintaining Client’s records in an accurate and up to date manner – particularly as it relates to members of the public with whom the Employee is attempting to, or has, established contact with

QUALITY AND SKILLS:

• Minimum 2 years of experience in a customer service environment within a customer service and sales-related role.
• Evidence in achieving KPIs and handling high volumes of daily calls (inbound and outbound).
• Strong written and verbal communication skills.
• Strong computer literacy and intuition to problem solve.
• Mature approach and the ability to work autonomously within a team environment.
• A strong commitment to the role in helping families place their loved ones into aged care.
• Experience in aged care or health services is preferred but not essential.
• The ability to provide timely support to potential aged care residents and their families in a kind, compassionate and highly empathetic manner
• Ability to handle high call volumes and meet performance KPIs.
• Highly empathetic with a mature approach to client interactions.
• Strong attention to detail and ability to multitask effectively.
• Experience in aged care or health services is a plus but not required.

Holiday Observance: Can work during holidays [with premium pay]