McLean Care Ltd is a dynamic and rapidly expanding not-for-profit aged care provider operating across the homecare, residential and independent living sectors in NSW and QLD. Multi-site and multi award winning; we are going places with a passion for innovation and enriching the experiences of those we care for.
We strive to go beyond the boundaries people face to achieve the lifestyle of their choice. We are seeking a dynamic and client focused individual to join our passionate team.
About the Role
McLean Care is looking for an enthusiastic and dynamic Client Services Co-Ordinator. This role co-ordinates the admissions and waitlists across all of McLean Care’s residential aged care facilities (RACF) and Independent Living Units (ILUs). This role is the first point of contact for all enquiries relating to placements at RACF and occupancy at ILU’s and is a key role for driving occupancy through networking and working with lead source generators. The role is to assist clients and their representatives with the process of admission/occupancy adopting a sensitive consumer orientated approach at all times. The role will take enquiries, provide information, book tours and liaise with various internal and external stakeholders to ensure a smooth admission process for both RACF’s and ILU’s.
Your Duties
Ensure beds across all residences maintain satisfactory occupancy, including liaising with key stakeholders to assist in maximise bed occupancy.
Taking calls in a timely, efficient and professional manner.
Timely end-to-end enquiry management, including liaising with relevant internal stakeholders.
Overall CRM Resident Select management for all care homes.
Utilisation of strong communication skills to capture enquiry information, book tours and notify care homes.
Conduct nurture calls to prospects not ready to come into care.
Organising and scheduling appointments and tours with potential clients to showcase any of the requested residences in the organisation.
Prepare and present financial alternatives for potential resident and family members to consider, ensuring guidance is provided to prospective clients and their families in a timely and accurate manner.
Providing smooth transition of admission process into the residence.
Lead generation through networking, liaising and developing relationships with appropriate stakeholders within the Aged Care Industry.
Responsive to all information requests received ensuring delivery timeframes are well understood and agreed with stakeholders.
About You
A customer mindset with excellent customer service delivery skills
Excellent communication skills both verbal and written i.e. grammar, punctuation, formatting, etc.
Ability to establish successful networking and relationship building skills
Strong organisational, problem solving and prioritisation skills
Excellent organisational and time management skills
Empathetic and caring manner with the ability to listen and understand when talking with customers
Works well unsupervised, is reliable, approachable and is patient with residents and families
Advanced proficiency with Microsoft Office products
CRM Tool – Resident Select (desirable)
Understanding of sales and client engagement processes
Knowledge of financial requirements for admission into an aged care facility (including high care, low care, respite services, etc.) desirable but not essential
Understanding of Aged Care environment and setting or a passion for aged care and helping people secure the care and environment they are seeking
To be eligible to apply for this position you must be eligible to work in Australia, be able to provide documentary evidence of current Influenza Vaccination and be willing to undertake a criminal record check in accordance with the requirements of the Aged Care Act 1997.
