Employment Type: Permanent Full Time

Hours: 38 hours per week

Salary: $40 per hour

Location: Hughesdale

Apply on-line Upload with Application: Resume, cover letter, and all relevant qualifications

Contact: Anastasia Xynos | XynosA@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.

Are you ready to take on an exciting new role where your passion for people and your sales acumen can make a real difference? Mercy Health Client Services is seeking a dynamic and compassionate individual to join our team as a Home Care Intake Coordinator.

About the opportunity

As the first point of contact for prospective clients and referral sources, you’ll play a vital role in helping individuals access the care they need. This position blends customer service, sales, and coordination skills to ensure a seamless intake process for our home care services.

The key purpose of the HCIC 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 and costs 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.

• Conduct intake phone appointments, provide clients with detailed service information, and complete all required documentation, including generating Service Agreements and preparing budgets aligned with client contributions, funding eligibility, or private fee structures.

• 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

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:

• Demonstrate exceptional time management, organisation, and communication skills to respond swiftly and effectively to every enquiry, no opportunity missed

• Adapt quickly, solve problems proactively, and remove every barrier standing between a potential client and their first service with Mercy.

• Bring a compassionate, flexible, and solutions-focused approach to patient care ensuring every interaction builds trust and showcases Mercy’s gold standard in home care.

• Cultivate warm, respectful relationships that nurture leads into loyal clients, while contributing to a high-performing, collaborative team.

• Show unstoppable drive to win new business, convert interest into action, and position Mercy as the obvious first choice for home care because when people need support, they need Mercy.

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 now

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.