• Contacting clients or their authorised representatives using a high standard of customer service including use of interpreter service where required.
• Undertaking respectful communication for confirming consent to collect and share client information, provide service fee information if required, and notification of expected first visits.
• Processing referrals in a timely, accurate and thorough manner to meet contractual requirements and support best care.
• Identifying and gathering referral information from other sources as appropriate including updating external client portals.
• Working closely with senior designated roles such as clinicians as part of routine referral processing and to support identified escalations.
• Accurate and timely documentation into the client database and client’s electronic files, complying with organisational document and records management requirements.
• Liaising with clients, their carers as well as internal/external health professionals, organisational client database personnel, the My Aged Care Contact Centre and assessors from the Regional Assessment Service and the Aged Care Assessment Team as well as other referrers as required.
• Seeking guidance from the senior designated roles regarding complex client referrals as well as take direction from their supervisor regarding referrals.
• Dealing with difficult callers including those who may be resistant to services whilst at risk.
• Identifying those clients who may be at risk/vulnerable and escalating appropriately.
• Maintaining high level of data input accuracy and data integrity given the impact on clients for incorrect information.

Knowledge, Skills and Experience Required:

• Relevant knowledge and experience in delivering a highly professional, understanding and warm customer service.
• Demonstrated experience in word processing, spreadsheets, calendar management software and emails.
• Demonstrated administration skills to prepare documentation with attention to detail and provide general administrative support to daily operations.
• Well-developed verbal and written communication and interpersonal skills to develop effective relationships and support resolution of referrer and client issues.
• Demonstrated time management and organisational skills to effectively plan and prioritise work tasks and meet scheduled deadlines.
• Demonstrated ability to work autonomously with a team focus to contribute to business objectives.
• An empathetic and flexible approach to manage the sensitivities of newly referred clients.
• An understanding of service provision, allocation and compliance with contractual obligations.
• Ability to follow direction and respond to feedback appropriately.
• A National Police Clearance.

If you're interested in this exciting opportunity and meet the requirements, please click 'apply now' to apply online. For further enquiries, please call Kammy Lee on 8468 8035 or email kammy.lee@randstad.com.au I look forward to your application, please note only the shortlisted candidates will be contacted immediately.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.