Description:
Customer Services Officer - Intake & Administration
This role is responsible for coordinating incoming aged care referrals across a number of platforms and systems and providing a high level of customer service and support to internal and external customers of Lifebridge. It ensures the effective onboarding of customers, from enquiry to intake and exit, ensuring maintenance and integrity of customer related records and information in the Customer Management system.
Key Outcomes
- Provide professional customer service and support to internal and external customers of Lifebridge.
- Receive customer enquiries and monitor My Aged Care for referrals.
- Enter, allocate and monitor all customer referrals or enquiries in the customer management system (CMS).
- Record and report on referrals and progress for customer onboarding across service streams.
- Provide initial point of contact for customers and prepare and distribute welcome pack.
- Assist in the resolution and reporting of customer related enquiries and issues.
- Assist in the quality control and preparation of customer invoices and statements.
- Assist in the maintenance and updating of the Customer Management System to ensure integrity of the system, customer and financial related information and data.
- Assist in the development and updating of customer, intake and onboarding related policies, procedures and business processes.
- Undertake quality control activities to ensure the integrity of the CMS and customer related data including monitoring income, subsidies, catalogue items, fees and charges.
- Schedule and conduct customer onboarding, reviews, clinical appointments, service agreements, update customer files, transitional care requirements, create actions for rostering and other administrative activities as agreed with aged care managers.
Knowledge / Skills
- Minimum Certificate 3 in Community Services, Administration, Business or equivalent.
- Strong knowledge of the Aged Care Standards, CHSP and HCP guidelines and associated funding and pricing requirements.
- Advanced verbal and written communication skills.
- Advanced knowledge and application of various mobile and cloud-based systems and technologies including Office 365 and various customer management systems.
- Advanced customer service, relationship building and relationship management skills.
- Sound financial, budgeting and analysis skills.
- Sound time management, organisation, problem solving and conflict resolution skills.
- NDIS Worker Check Clearance, or ability to obtain the Check.
20 Mar 2025;
from:
uworkin.com