Aged Care & Brokerage Support Advisor

The role

Aged Care & Brokerage Support Advisor's perform an integral role in;

Ensuring individualised services are developed and delivered to customers.
Coordinating the delivery of services to customers using a team of community support professionals and contractors.
Providing professional, efficient and customer focused services to all internal and external stakeholders.
Increasing the brokerage model by providing excellent customer service and external stakeholder engagement.

This role involves liaising with the Senior Advisor, Registered Nurse and customers to ensure services are provided in accordance with the customer’s assessed needs and support professional’s availability. The overall responsibility is to provide quality operational services, while maintaining efficiency and cost effectiveness and meeting compliance and procedural requirements.

Key Responsibilities and Duties

Undertake comprehensive customer assessment and planning by assessing, monitoring, reassessing and reviewing the needs of the customer
Ensure appropriate information is provided and explained to the customer at all times
Develop strategies which will address the identified needs of the customer in consultation with their representative/s where appropriate, in accordance with funding guidelines
Provide case management services to customers and representatives where required.
Monitor customer budgets in accordance with program guidelines.
Ensure services are delivered in accordance with person centered and consumer directed principles
Manage communication with key stakeholders – both internally and externally
Identify and participate in professional development
Ensure compliance with all Just Better Care policies and procedures, statutory and contractual requirements in relation to management of service delivery.
Provide professional, efficient and customer focused services to all internal and external stakeholders
Ensure that all customer have staff rostered to provide service in accordance with their support plan with consideration to skills, experience and training of available staff and suitability to customer needs
Develop and manage customer support service schedules, including service planning, confirmation and short notice placements and cancellations
Verify allocation of support professional against customer service schedules and verify and investigate any discrepancies with the scheduled visits
Arrange replacement staff to cover leave and their planned or unplanned absences, shift changes and non- compliance services
Manage day to day activities of the service
Meet the specified and appropriate standards for the delivery of customer services
Focus on growth of the Brokerage model

Essential Key Competencies

Relevant qualification on Community Care or Business Administration
Previous experience in case management role - specifically Aged Care or Brokerage services
Strong interpersonal, communications and negotiations skills
Ability to work flexibly to respond to changing customers need
Effective decision making skills
High level of attention to detail and accuracy
Effective organisational and planning skills
Highly proficient computer skills and Microsoft Office
Current criminal record check clearance and working with children check
Drivers Licence & Own Vehicle (preferred)

Key Results Area	Key Performance Indicators
Customer Service	· Ensures delivery of quality services in accordance with organisational vision, mission, values & strategic objectives · Builds strong relationships with internal & external stakeholders including: customers, staff, managers · Customers are assessed as required and services are coordinated in accordance with the program guidelines · Comprehensive support plans are developed based on assessed needs · Ensure regular contact with customers · Coordinate provision of equipment and supplies to customer · All customers reviewed as per funding guidelines

Communication	· Regular communication with clients is maintained · Staff and customer notes and documentation is accurate and updated · Urgent customer matters are escalated where required..

Administration	· Customer records are accurately maintained · Maintain up to date documentation, statistical records, customer files and reports where necessary. · Provide regular written reports as required by the Senior Advisor.

Quality & Continuous Improvements	· Ensure services are delivered in accordance with Just Better Care’s Quality Management system

Professional Development	· Demonstrates a commitment to ongoing professional development and is able to practice within the scope of their qualifications

Work Health & Safety	· Maintains a safe environment for customers, visitors and staff through implementation company’s Work Health & Safety Policies and Procedures, safe systems and environmental compliance with industry regulations and expectations.

Next Steps:

If you would like to join our growing team of Community Support Professionals and become part of our friendly, professional network please Apply today.

Apply Now