Employment Type: Permanent

Hours: 76 hours a fortnight

Salary: $36 per hour

Location: Hybrid, Geelong office, Ballarat office

Upload with Application: Resume, cover letter, and all relevant qualifications

Contact: Karen Lata | Regional Manager Home Care VIC SW | klata@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

In this role, you will play a vital part in the smooth administration of new client intake for our Home Care Packages (HCP), Department of Veterans Affairs (DVA), Veterans Home Care (VHC), National Disability Insurance Scheme (NDIS) and Private clients.

Your responsibilities will include managing the process of liaising with new enquiries and ensuring that they receive the appropriate care and support they need.

The key purpose of the Home Care Intake Coordinator is to:

• Respond to enquiries from potential HCP, DVA, VHC, NDIS or private clients and/or their carers

• Support clients/representatives to understand the benefits of home care services, taking into consideration their individual circumstances, so they can make an informed decision about accepting in home care

• Complete necessary processes and administrative tasks to activate and establish home care requirements in readiness for commencement.

• Review My Care Portal for new referrals or other relevant portals Provide quality customer service to potential new clients, aiming to meet these clients' needs efficiently and effectively and provide the best possible care and support service.

• Manage incoming enquiries for in-home services

• Record all relevant client communication and information into the client management system, CRM and My Aged Care as required.

• Complete intake phone appointments, provision of information about services to clients and complete relevant documentation

• Hand over qualified enquiries to the Care Advisory or Service delivery team for assessment and sign up

• Conduct client follow up as required and liaise with relevant Care Advisors or Service Coordinators to ensure service delivery meets client expectations and needs

• Work alongside service delivery and client services teams to respond to client referrals

• Develop and maintain positive stakeholder relationships and engagement and build networks to promote and market Mercy Health Home Care’s brand

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

• A current NDIS Workers Screening Clearance