My Aged Care client has a fantastic full-time Referral Officer position providing exceptional customer service and referral processing in Keswick. Ideally, you will have great communication skills and proven administration experience to manage ongoing referral coordination activities, ensuring effective referral management and client onboarding experience.
Your Responsibilities Include:
1. Contacting clients or their authorised representatives using a high standard of customer service, including the use of interpreter services where required.
2. Confirming consent to collect and share client information, providing service fee information if required, and notifying about expected first visits.
3. Processing referrals in a timely, accurate, and thorough manner to meet contractual requirements and support best care.
4. Identifying and gathering referral information from other sources as appropriate, including updating external client portals.
5. Working closely with senior designated roles such as clinicians during routine referral processing and escalations.
6. Accurately documenting into the client database and electronic files, complying with organisational records management requirements.
7. Liaising with clients, their carers, health professionals, database personnel, the My Aged Care Contact Centre, assessors from the Regional Assessment Service, the Aged Care Assessment Team, and other referrers as required.
8. Seeking guidance from senior roles on complex referrals and taking direction from supervisors.
9. Handling difficult callers, including those resistant to services or at risk.
10. Identifying at-risk or vulnerable clients and escalating appropriately.
11. Maintaining high data input accuracy and integrity.
Knowledge, Skills, and Experience Required:
* Relevant knowledge and experience in delivering professional, understanding, and warm customer service.
* Experience with word processing, spreadsheets, calendar management, and emails.
* Strong administrative skills with attention to detail and support for daily operations.
* Effective verbal and written communication and interpersonal skills.
* Time management and organisational skills to plan and prioritise work effectively.
* Ability to work autonomously and as part of a team.
* Empathy and flexibility in managing sensitive client situations.
* Understanding of service provision, allocation, and contractual compliance.
* Ability to follow directions and respond to feedback.
* A National Police Clearance.
If you're interested in this opportunity and meet the requirements, please click 'apply now' to apply online. For further enquiries, contact Kammy Lee at or email Only shortlisted candidates will be contacted. We encourage applications from diverse backgrounds.
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