Customer Support Coordinator Mount Eliza Botanica

POSITION DESCRIPTION CUSTOMER SUPPORT COORDINATORPOSITION PURPOSE: The position has four key full occupancy of the care community through effective sales and admissions the uptake of Additional Services and ensure effective and provide efficient and effective clerical and administration services which support the Operations of the a team that delivers customer support services responsive to the needs of residents team members visitors and service STRUCTURE: This position reports directly to the General Manager with a dotted line responsibility to the Regional Relationship Manager (for all sales and admissions processes).KEY ACCOUNTABILITY AREAS1. PEOPLE & LEADERSHIPCreate and/or sustain a high performance an environment where team members residents and families can openly raise questions and the General Manager in bringing Opals Vision Mission and Values to life through all actions decisions and Performance Indicators:Feedback re the Customer Support Performance2. SERVICE DELIVERYSupport the General Manager in maintaining financial resident customer and other information systems ensuring data is updated in an accurate and timely manner and meets Opals quality standards and legislative timely clerical and administrative support including producing meeting minutes mail faxes newsletters reports letters newsletters diaries to support the operational needs of the care filing archiving and systems are maintained in line with Opal HealthCare guidelines and ensure the security of all resident team members and other confidential to sales and administrative queries feedback and suggestions in an impartial timely and efficient manner resolving queries first periodic meetings Including room bookings refreshments scheduling confirmations of attendance agendas minutes and follow up for all meetings including case conferences resident and relative meetings and meetings Involving team members at the care relevant issues concerns and queries through the appropriate channels for all reception office front of house and display areas/show rooms are clean professional Inviting tidy and well present at all reception and telephone answering support where required and develop first rate telephone within delegated authority stationery levels ensuring availability within any money received directly at the care community and enter into PeoplePoint on the same day it is credit card petty cash banking resident charges and reconciliation functions as per Opal HealthCare invoices within Basware on a daily all resident agreements are attached to PeoplePoint for auditing and billing resident fees are up to date and follow up outstanding support at other Opal Care Communities within local geographic area from time to other duties as required to support site operational Performance Indicators:Feedback reporting and response timesAccreditation and internal quality audit outcomesHR resident and training records3. SALES & COMMERCIAL MANAGEMENTEnsure the sales and admissions process including tours is timely welcoming clear and accurate for all new respite and permanent residents and provide a great first impression of the care manage sales enquiries ensuring the right balance is achieved between ACFI occupancy and resident type to achieve the financial targets agreed in the annual occupancy by regular contact with key referrers and stakeholders in line with the stakeholder engagement the implementation of approved marketing -ordinate and carry out tours of the care community for potential residents and their familiesinvolving the General Manager and other team members as appropriate to showcase discussions with prospective residents and families about the Aged Care bonds and fees under approval of the RRM and GM in accordance with the ResidentAdmissions Process and Aged Care and maintain contact with the community and other Opal sales programs to increase the uptake of additional services including managingactivity the effective administration of the roster as per the belowKey Performance Indicators:Supported and financial resident ratio achievedOccupancy targetsAll shifts filled on roster with agency and overtime budgets metUp to Date Enquiry DatabaseSales Conversion RatesAdditional Services Sales4. WORKFORCEOrganise team member interviews recruitment documentation team members orientationtraining sessions and performance appraisals on behalf of the General Manager in line with that all pre- and post-employment processes are followed for new team members andvolunteers including appointments interviews pre-employment medicals visa and police education training and personnel records are maintained and are up to date ensuring allteam members meet mandatory annual training -ordinate training sessions teaching materials and attendance/qualification performance evaluations co- ordinate the appraisal process and update team the roster is developed and approved fortnightly ensuring all shifts are filled with anappropriate mix of permanent and casual team members and the minimum of overtime alertingthe General Manager in a timely manner where future roster gaps may need further the daily roster with changes in the system ready for team member replacements to fill the daily all Payroll tasks are completed on time and reflect actual rosters for the previous periodincluding leave and annual leave alerting the General Manager of any excessive Performance Indicators:All shifts filled on roster with agency and overtime budgets metNo excessive annual leavePayroll completed on timeMandatory training and team members records 100% complete5. CONTINUOUS IMPROVEMENTSeek and implement continuous improvement in sales administrative and customer support areas looking for efficiencies and improvements to the customer administrative sales and customer support processes are implemented in line with Opals Policies and Procedures and regularly audit processes to identify gaps and opportunities for Peer Meetings in the hub to share and introduce best practice in sales administration and customer all Organisation wide changes to sales administration and customer support are implemented in line with required Performance Indicators:Results from team member engagement and resident satisfaction surveysDelivery of continuous improvement plans and special projects6. SAFETY & WELLBEINGCreate and or/sustain a safety culture where there is zero harm to team members residents and to WH&S Policies and Procedures attending monthly WH&S Committee meetings and maintaining all relevant WHS health safety and wellbeing in the care community and be a role model for to the requirements of the Master Emergency Management Plan including accurate and timely information for use during Performance Indicators:Nil injuriesRecords of WH&S meetingsCompetenciesLeadership AttributesExcellent organisational and time management skills with a high level of accuracy and eye for detail in written and numeric to sell balancing competing commercial to communicate well verbally and in writingAbility to delegate direct coach and supervise the work of of urgency and ability to meet -active: Ability to engage in an efficient and welcoming manner with all stakeholders of the care : Ability to listen to others and hear out concerns whilst being able to deliver clear verbal and written communicationsEmpathic: Ability to take an active interest in other people listening and responding appropriately to the thoughts and feelings of others especially residents and and flexible interpersonal style: Ability to deal with and interact with a range of people from a range of cultures backgrounds and : Positive and mature outlook and continues to drive for outcomes in the face of difficult or challenging CriteriaEssential CriteriaKnowledge of aged care industry regulations and of relevant standards and care; health care or service industry administration experience (experience in a highly regulated service environment).Experience in account management & salesKnowledge of rostering and payroll practicesExperience in developing implementing and monitoring complex administrative in achieving financial and suitable police level of computer systems proficiency.