Purpose:
To provide a high level of customer service, administration and operational support throughout the customer journey. Responsibilities may include dealing with customer enquiries, actioning referrals, onboarding customers, customer administration, care management support, reception, maintaining customer records, actioning/setting up internal and external service requests and purchase of goods/equipment, communicating with customers and external stakeholders, quality control and associated customer service functions across aged care and community services.
Responsibilities:
The Customer Services Team share a broad range of operational and administration responsibilities, and this Success Profile includes duties from across the entire Customer Services Team. You may be required to focus on specific subcategories within these outcomes.
Customer Service and Customer Relationship Management
- Provide professional customer service and support to people seeking services and existing customers of Lifebridge and/or their authorised person/s.
- Provide professional customer service and support to Lifebridge team.
- Provide initial point of contact for customers and prepare and distribute welcome packs and other communications.
- Resolve first and second level internal and external customer enquiries, incidents and issues and escalate where required.
- Provide backup and backfill to the Lifebridge reception role and other team members when required.
- Monitor and maintain sufficient levels of stationery, PPE, consumables, and printed resources.
Customer Journey
- Receive customer enquiries and liaise with prospective new customers for potential onboarding.
- Monitor My Aged Care for CHSP and Support at Home referrals and other communications.
- Enter, allocate and monitor all customer referrals and enquiries in the Customer Management System (CMS).
- Conduct customer intake/onboarding, package upgrades, customer reviews and maintain customer documentation.
- Action and set up service requests in CMS.
- Schedule and conduct customer onboarding, reviews, service agreements and transitional care/brokerage requirements.
- Complete CHSP customer requests and actions in CMS.
- Respond to enquiries for Short Term Accommodation and prepare quotes, service agreements and associated documents, and record services in CMS.
- Attend to customer offboarding processes.
- Record and report on customer journey statistics across service streams, such as referrals, progress for customer onboarding, current customers, and exits.
Care Management Support
- Communicate with and provide administrative assistance to Care Partners including document preparation, sourcing and following up Associated Providers, scheduling appointments, and record services in CMS.
- Action and monitor service requests on behalf of Care Partners including sourcing and communicating with Associated Providers.
- Follow up Associated Providers for information relating to delivery of services, communicate information with Care Partners, and store information electronically.
- Arrange and follow up the purchases of goods and products for customers including recording purchases in CMS.
- Maintaining customer related registers
Systems, Data Management and Compliance
- Review daily progress notes and escalate issues as required.
- Complete shift approvals and resolve associated issues in consultation with managers.
- Maintain and update systems including My Aged Care, PRODA, CMS and other relevant portals.
- Scan and store customer documentation electronically.
- Assist in maintaining and updating of the CMS and other databases to ensure integrity of customer, operational and financial information.
- Undertake quality control activities to ensure integrity of customer data, income, subsidies, catalogue items, fees and charges.
- Monitor and resolve/escalate issues associated with safety dashboards and operational alerts.
Financial Administration and Customer Billing
- Perform and document customer services and purchases through to invoicing.
- Assist in quality control and preparation of customer invoices and statements.
Reporting, Quality and Continuous Improvement
- Undertake reporting activities on a regular and as required basis.
- Assist in development and updating of customer service, intake, onboarding and administration procedures and processes.
- Identify and report opportunities for continuous improvement in customer service, administration systems, processes and practices.
- Participate in work related training including completion of on-line modules, staff meetings, workshops, mandatory competency assessments and ongoing learning activities as required.
- Support Lifebridge team members in developing their skills and knowledge.
Knowledge / Skills Required
- Minimum Certificate 3 in Community Services, Administration, Business or equivalent.
- Strong customer service, relationship management, 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.
- Demonstrated ability to maintain privacy and confidentiality
- High level of time management, organisational, and problem-solving skills.
- Strong knowledge and/or commitment to continuous learning of the Aged Care Standards, CHSP, Support at Home and NDIS guidelines and associated funding and pricing requirements.
- NDIS Worker Check Clearance.
- Current drivers licence and roadworthy vehicle.
