Scheduling & Customer Liaison – Armidale

HCA is seeking an enthusiastic and energetic Scheduling and Customer Liaison to join our team.  You will be well supported operationally to ensure your career with us is rewarding, meaningful and we do like to have fun.

Reporting to our Scheduling team leader, the role is required to ensure the successful delivery of services to our clients and maintain successful relationships with our care staff. The position will work with internal and external stakeholders to develop processes that ensure appropriate use of staff resources and the successful conversion of client demand to filled shifts. This will include providing leadership to ensure strategic projects are consistently managed utilising agreed frameworks.

Responsibilities include:

  • Scheduling of direct care staff & client services in a logistically sound, efficient & effective manner in line with documented business policies & procedures & legislated requirements.
  • Ensure accurate records are entered and maintained in the CRM
  • Attend to the day-to-day rescheduling requirements (including review of changes) to cover unplanned
    changes in staff availability, services changes or backfilling requirements
  • Ensure schedules are prepared & reviewed in line with the applicable procedures & directives including preparation of schedules fortnightly in advance and ongoing/regular review for consistency with business policies & procedures
  • Actively participate in problem solving, proposing solutions for scheduling difficulties and changes in consultation with support from the Care & Support Coordinators, Direct Care Staff Team Leaders & Management
  • Day to day liaison with staff & clients regarding the introduction of new services, changes to services & responding to enquiries and feedback in a prompt, efficient, empathetic & supportive manner
  • Answer incoming calls & identify stakeholder needs, clarify information, research all issues & provide solutions and/or alternatives within the guidelines & parameters provided.
  • Seize opportunities to upsell care & support when they arise
  • Actively participate in problem solving & finding solutions for internal & external customers
  • Develop & maintain positive, sustainable relationships with stakeholders as appropriate.
  • Participate in quality continuous improvement activities within the service delivery sphere & general office environment
  • Attend all mandatory training & participate in staff performance reviews
  • Be aware of & apply HNG policy & procedures relating to Continuous Improvement, Risk Management, Work health Safety, Records Management & all other relevant policies as they apply to this position
  • Participate in the after-hours on-call roster
  • Undertake other duties as directed

What you will bring to the role:

  • Advanced skills and experience with a range of computer software packages and database applications, including the suite of Microsoft Programs
  • Demonstrated ability to accurately follow & apply documented procedures & policies as they relate to the position.
  • Demonstrated time management and organisation skills with an ability to cope with competing demands & meet predefined deadlines.
  • A demonstrated high level of communication and interpersonal skills including both written & oral communication
  • Relevant related qualifications and/or experience with strong administration skills and attention to detail
  • Lateral thinker with strong problem solving and analytical capabilities and flexibility of approach
  • Demonstrated ability to successfully undertake tasks and achieve agreed objectives within a team environment as well as independently applying own initiative
  • Demonstrated knowledge and understanding of EEO, WHS, risk management, quality assurance and records management requirements as they relate to this position
  • Current National Police check by an ACIC accredited body. The purpose of the Police check must be stated as suitable to work in aged care or with vulnerable persons.

This is an opportunity to make your mark within a friendly, supportive and growing organisation. Please email your current CV and cover letter outlining your experience to [email protected] 
  
At HCA we are committed to embracing diversity and committed to providing a safe working environment.
  
Please note that only candidates who are shortlisted for interview will be contacted directly.

It a requirement of HCA that all employees are double vaccinated for COVID. Some roles that involve visiting clients or facilities may require you to have a booster. If you have any questions or concerns, please contact the hiring manager

Sounds like the role for you?

We'd love to hear from you, apply now and take the next step in your career!

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