Client Services Coordinator | Busselton | Full-Time
About Us
Capecare is recognised as a leading provider of aged care and accommodation services for seniors across the Southwest region of Western Australia. Located in Busselton on the beautiful shores of Geographe Bay and a second location in the heart of Dunsborough, Capecare takes great pride in meeting the changing needs of today's ageing community by delivering an outstanding model of care for clients and families.
About You
You're a dynamic and adaptable Relationship Manager or Sales professional, with a passion for providing exceptional client satisfaction through effective service delivery. Agile and independent, you excel in fast-paced environments and bring sound judgment to every situation. You embrace variety, thrive on learning, and enjoy being part of a collaborative team. Always looking to add value, you proactively seek opportunities to improve processes and make a meaningful impact wherever you go.
About the Role
Our Capecare Community team supports over 500 clients from Capel to Dunsborough to live happily and independently in their own homes within the south-west community. The Client Services Coordinators are responsible for supporting and assisting new clients as they start their journey to access Capecare services, including gardening, domestic assistance, clinical care or allied health support. This role will also include home visits to meet with potential clients and educate them on Capecare's service offerings. Once the client has joined Capecare, Client Service Coordinators continue to manage and support these relationships by ensuring effective service delivery whilst managing any service requests, changes in client requirements, and feedback for all clients located within their designated area. Responsibilities include coordinating client services and managing a localised team of suitably skilled and available staff that support positive relationships with clients and families, and support the delivery of exceptional client care within a client-directed care environment.
Key Responsibilities
* Monitor and work to agreed service delivery and/or budget and/or staffing targets in consultation with the Operations Lead and Clinical Services Lead.
* Communicate service requirements to the Community Schedulers and Community Operations Lead.
* Escalate any critical incidents to the Operations Lead and Clinical Services Lead; assist the Operations Lead to ensure the services meet all legislative requirements, best practice and quality standards.
* Participate in the 'on call' system to ensure a quality service response.
* Participate as a member of the team in a professional manner to promote quality service delivery.
* Perform assessment and Support Plan formulation as required.
* Provide written reports that are clear, concise and accurate as required.
* Document client services and other responsibilities consistent with Capecare Policy and Guidelines.
* Prepare documentation as required for client home and office records.
* Attend network meetings and promote referrals to Capecare.
* Coordinate new and ongoing client environmental assessments.
* Undertake client assessments on new clients in collaboration with the clinical and allied health teams.
* Ensure all aspects of a quality service delivery match clients' choices, needs and preferences where possible.
* Facilitate collaborative relationships with clients, their families, nominated supporters, staff and associated providers.
Qualifications
* Relevant experience in a client development, relationship management or outbound sales role.
* Experience in a sales or client relationship role, where you have taken ownership of client engagement or attraction, followed structured daily activity plans and worked to meet set KPI's.
* Experience supporting older adults in any capacity would be preferred, but not essential.
* Confidence, without being pushy; you are adaptable, build trust quickly and adjust your approach for every client.
* Demonstrated values of integrity, professionalism and teamwork with a commitment to quality and continuous improvement.
* Exceptional verbal and written communication skills.
Benefits
* Great work-life balance with job flexibility.
* A competitive remuneration package that includes not-for-profit salary packaging up to $18,550 (tax-free).
* A very family-friendly and supportive organisation.
* The chance to make a meaningful difference across multiple services.
* Fantastic access to EAP.
* Work by the coast in one of WA's most beautiful regions.
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