Australia Job Openings

Mercy Health Australia

Customer Enquiry & Contact Officer

Richmond

FULL TIME

November 4, 2024

Employment Type: Full Time
Location: Hughesdale

Upload with Application: Cover Letter, Resume and any relevant qualifications
Contact: Tessa Devery

tdevery@mercy.com.au

Where there’s life, there’s Mercy.
Where there’s care, there’s You.

Through the battles and the breakthroughs, we're there.
Where will you be?

For over a century, our incredible teams have provided care for people when they need it most. Our people feel great pride in this, and they value the security and stability we offer. But it also means so much opportunity - to build on all that’s gone before, to grow your impact and gain experience that’s hard to find elsewhere.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you’ll have the chance to make an impact and gain experience that’s hard to find elsewhere.

At Mercy Health, it’s all about taking what we have and making it better.
To do that, we need you.

Join us as at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity

As the first point of call for our customers, the Customer Enquiry and Contracts Officer plays a pivotal role in ensuring an optimal customer experience. From initial enquiry through to admission, this role will be critical in implementing sound customer service strategies ensuring our residents, families and prospective customers are provided with accurate information in a timely manner contributing to a seamless customer experience.

The CECO is responsible for monitoring follow up activity providing conversion support to our Healthy Ageing business streams (Home Care, Residential Care and Seniors Living) when they are busy with other operational priorities. This includes downloading Support Plans, customer fees discussions and all other activity to support our teams in nurturing and converting open opportunities.

The CECO also supports the Admissions Consultants in drafting/finalising Resident Agreements ensuring all financial information is provided by the customer to generate contracts according to their income and assets.

If you’re passionate about making a difference in aged care and have the skills we’re looking for, we want to hear from you!

What you’ll bring

You’re resilient, compassionate and have a whole lot of heart. Most importantly, you are committed to delivering exceptional patient-centred care.

To thrive in this role, you will have:

Minimum 3 years' experience in a similar call center role with strong sales acumen.
1 year minimum experience in aged care sales
Strong understanding of the legislative requirements.
Previous experience in managing the admissions process in aged care services
Sound understanding of current aged care funding, and experience in applying this to the admissions process.
Demonstrated knowledge of Aged Care Fees and Charges, including the ability to apply this in the preparation of customer agreements.
Demonstrated ability to promote aged care services across wide referral groups.
Capacity to relate to a diverse range of people.
Exceptional attention to detail.
Excellent interpersonal and communication skills, both written and verbal.
Ability to prioritise, organise, and complete tasks within deadlines while maintaining a high level of professionalism.

You will also be required to provide evidence of, or in the process of obtaining:

A current Police Record Check
Proof of current influenza vaccination and other vaccination status consistent with public health orders.

Ready to help us shape the future of healthcare?

Join us and make a meaningful difference in people’s lives - and your career.

Are you ready to apply for this role? Click Apply

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture.

We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.

The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We’re proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.

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