Client Services Coordinator
vor 2 Monaten
Aged & Disability Support (Community Services & Development)
Full time
As a local NFP organization, VGC exists to create social impact within and across the Gold Coast community.
We deliver services that help to create stronger and more resilient communities, supporting people with disability and older people.
We are looking for people who are committed to promoting and supporting the individual needs of clients and the ability to communicate effectively, maintain good working relationships with carers, families and advocates.
We apply a person-centered approach, ensuring that the delivery of services promotes the recipient's well-being by increasing feelings of independence, empowerment, and autonomy.
ABOUT THE ROLE:
The Client Services Coordinator- Inclusion performs a variety of duties in the coordination and scheduling of services for our clients and carers.
Some of the duties include fielding new clients and carers enquiries, coordinating service schedules, leading a team of support workers and supporting any incoming calls in a professional and friendly manner.
The position will provide support to people with disability to live an inclusive life.
Clients will be supported by two main programs:
Under 65/Queensland Government Funded NDIS Operations Excellence/Inclusion Responsibilities:
Building strong relationships with participants, their families and external service providers.
Conducting home visits and assessments with staff and clients.
Helping participants to negotiate with providers about what they will offer and helping them to understand the cost they will need to allocate from their disability/care plan budget.
A member of the Intake and Assessment team, act as the first point of contact for client enquiries and requests, providing prompt and professional assistance.
Maintain accurate and up to date client records and documentation.
Contribute to the development and implementation of process improvements to enhance both the company and client experiences.
Liaise with internal teams to ensure seamless service delivery and client satisfaction.
Provide service planning, report against a budget, provide goal/KPI settings for the company and the team.
Team Management Responsibilities:
Build strong relationships and rapport with our internal team and clients and always deliver exceptional customer service.
Strong administration, communication, problem solving, time management and conflict resolution skills.
Flexible, adaptable, and able to remain calm under pressure to think on your feet with shifting priorities in an ever-changing environment.
Manage and maintain client relationships.
Coordinate client-related activities and projects and ensure client satisfaction through effective communication and problem-solving.
Work closely with different departments to meet client needs.
Prepare and present reports on client activities and satisfaction.
Handle client inquiries and resolve issues promptly.
Maintain accurate records of client interactions and transactions.
Identify opportunities for improving client services.
Participate in client meetings and presentations.
Manage client feedback and implement improvements.
Stay updated on industry trends and best practices.
Disability Intake Responsibilities:
Knowledge of funding packages and governance including disability requirements.
Exceptional presentation, organizational and interpersonal skills.
Willingness to learn and adapt to changing markets.
Initiative, flexibility and strong attention to detail.
Client oriented, with the ability to focus on ensuring the client's needs are met.
Emotionally intelligent and an ability to empathize with customers and respond to their ever-changing needs.
Manage all adjustments and changes when they occur and communicate to the wider team.
Manage billing and provide additional reports to both the Finance and Operational teams.
SKILLS AND EXPERIENCE
Allied health or community services qualification, such as Social Work, Nurse, Counselling, etc (or studying) Community services or allied health experience Passion for the Disability and Community sector Excellent written and verbal communication skills Experience in note-taking and report writing Creative problem-solving skills Excellent organizational and time management skills Ability to create and maintain lasting professional relationships Caring, empathic, and understanding nature Positive and energetic team member A strong sense of professional boundaries and integrity Relevant tertiary qualifications or experience in healthcare industry or similar Strong understanding or Aged Care and/or other health related services Experience and success in working in a customer focused service business.
Current or willing to obtain National Police check Strong attention to detail and experience developing executive-level quality & compliance report Experience in the Microsoft Office Suite of programs with demonstrated proficiency in Word, Excel, and PowerPoint.
If you are interested in being part of a vibrant, expanding team looking to create an impact in the community we welcome your application.
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