Customer Service Support

Customer Service Support
Dandenong
Full Time, Fixed-Term 12 months maternity relief position

- A supportive team environment
- Learning Culture
- Flexible work options

About the organisation
Baptcare is a purpose driven organisation employing over 3000 staff focused on delivering the best of care to people of all ages, cultures, beliefs and circumstances across Victoria, Tasmania and South Australia. We deliver better outcomes for more than 13,000 people in our community, combining best practice with a social heart.

About the role
* Full time role, currently based from home- Monday to Friday 9am to 5pm with occasional face to face meeting requirements.
* The primary purpose of this role is to provide a high level of internal and external customer service, liaise with our Home Care Package and Private Fee For Service customers on daily care coordination and to provide advice/support for customer budgets and care plans.
* This role is the first point of contact for existing customers to assist them with feedback, complaints, maintaining service schedules, brokerage arrangements, budgets and service coordination.
* Whilst the role involves liaison with customers there is no direct accountability for care or clinical governance as these enquiries are referred to other staff appropriately.
* Maintaining accurate and timely customer data and commitment to responding to customer requests is essential to this role.
* The role reports to the Manager - Home Care Packages, Dandenong

Key Accountabilities
1. Maintain the key relationships of a designated group of Home Care Package (HCP) and Fee for Service (FFS) customers.
2. Maintains the daily customer administration including updating of customer notes, schedules, budgets and end of month reporting.
3. Ensures ongoing In-Home service coordination through liaison with Baptcare scheduling/rostering and brokered providers.
4. Identify opportunities for increased service offering, contact customer base to provide details of any Baptcare initiatives by supporting the ethical and effective marketing and promotion of Baptcare services to customers and families.
5. Complete customer support tasks as delegated by the Manager.

Skills and Qualifications
* A positive can-do attitude with good problem-solving skills.
* Ability to think on your feet and work in a fast paced and high-pressure environment.
* Excellent attention to detail.
* Strong communications skills and the ability to interact with customers and families in an empathetic and compassionate manner.
* Previous rostering experience will be beneficial but is not essential.
* Understanding of rostering and customer databases, including CareLink+ is beneficial but not essential.
* Strong numeracy skills would be an added advantage.
* High levels of computer literacy is essential.
* 2-3 Years relevant experience or diploma / degree qualified candidates

Applications close 15th March 2021
As part of your application please address the selection criteria from the Role Statement

16/02/2021 $0 Eastern Suburbs 1 Administration & Office Support
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