ON BOARDING SPECIALIST

POSITION PROFILE

Position details:

Position title: On-Boarding Specialist

Division: Care Centre

Team / location:Dandenong

Classification: FS2

Care Connect Purpose and Values

The Care Connect Group is a leadingnot for profit organisation that provides advice, guidance and service coordination to aged care, disability, mental health and other consumer groups in New South Wales, Queensland and Victoria.

Care Connect aspires “to be the first choice for people seeking connections to care, support and community.” Our purpose is to enable people to live their life their way. Our core expertise is supporting people to learn, plan and connect with the services and supports they want.

Our values are respect, integrity, excellence, empowerment and diversity. These values are modelled by our staff in their behaviours as demonstrated with internal staff, external stakeholders and the clients with whom we work.

Organisationalrelationships:

Reports to:Team Leader – Care Centre Transactions Team

Direct reports: Nil

Primary Objective of role:

To provide onboarding services for clients accessing services through Care Connect. Collect information to accurately update new client information into Care Connect systems accordingly. Undertake cross checking processes, taking a holistic view of clients set up needs including contributions, direct debit and income testing. This role is required to support the hours of operation for the Care Centre which will be managed through scheduled shifts in accordance with Care Connects policies and procedures.

Safety:

Everyone at Care Connect has a responsibility to ensure that their working environment is one free from hazard or the risk of illness or personal injury to staff, clients, customers or any other stakeholders. All staff are required to take reasonable care for their own health and safety and that of other personnel any one else who may be affected by their conduct or omissions. All staff have a responsibility to comply with reasonable instructions, policies and procedures developed by Care Connect relating to health and safety at the workplace.

Primary Accountabilities:

New Clients: Update Care Connect systems and tools with the following

  • New Client information detailed by the completed Estimator.
  • Validate correct package selected with corresponding Care Connect identifier (number – e.g HCP).
  • Fees and Expenses including client contributions, Income Testing, Medicare (as per the package) and supplement.
  • Services - with date, supplier, Qty, Service Type, Costs, and produce Purchase Orders.
  • Contingency as per the Estimator.
  • Direct debit form if required and send the form to Invoicing Administrator for processing

Service Amendments:

  • Amend a Clients Service by altering in Care Connect Systems and tools the Dates, Costs, Supplier, Type of Service, and Purchase Order to reflect the advised change.
  • Amend cost adjustment according to process

Package Changes:

  • Ensure that old package has been end dated and that all Services have been closed and the any outstanding Purchase Orders have been cancelled.
  • Liaise withInvoicing Administrator of any change in Direct Debits.

Discharge:

  • Close out client profiles in Care Connect systems and tools.
  • End date all Services, Remove any open Purchase Orders, End date all Expenses and Fees.
  • Liaise with Invoicing Administrator to cease any Direct Debits.

Performance Standards

  • Adherence to documented process and procedure to support organisational strategies and enable performance reporting.
  • Collaborate in the review and innovation of service delivery processes and initiatives.
  • Undertake training as required.
  • Actively contribute to performance conversations/career development.
  • Meet individual role performance standards and contribute to the achievement of Care Centre and Care Connect organisational objectives and key performance indicators.

Quality and compliance

  • Adherence to all relevant legislation, program guidelines and accreditation standards.
  • Ensure all required data is gathered and stored in relevant databases and files.

Formal decisions:

Refer to Authorities and Delegations Procedure.

Competencies required:

Prompt assessment of enquiry and client needs

Manage and maintain volumes of onboardingrequirements within expected and agreed standards

Build and develop relationships across diverse sections of the community and the organisation

Key selection criteria:

Qualifications

Successful completion of Year 12

3-5 years in a similar role with proven track record of exceeding expectations and meeting service level agreements

Skills

  • Excellent interpersonal, communication (verbal, written and listening) skills
  • Strong decision making skills
  • Problem solving skills
  • Numbers literate
  • Exceptional customer service skills
  • Planning and organisational skills
  • Proficient level of computer literacy
  • Quality and compliance
  • Proficient level of Microsoft applications – Excel, Word and Outlook

Knowledge

  • A sound understanding of the needs and experiences of people who receive community care services and of the community care system.
  • Knowledge of customer service principles and practices
  • Knowledge of AX and CRM systems preferable

Please review Appendix 1 - Classification Descriptors within our EBA 2013

Special employment conditions:

  • It is a condition of employment with Care Connect that all new staff are required to give written consent to a National Police Records Check and Working with Children’s Check. All offers of employment are provisional pending the outcome of this Check. If the National Police Records Check is not to the satisfaction of Care Connect in its absolute discretion, the employment may be terminated.
  • Qualifying Period: If appointed from outside the organisation, the candidate will be subject to a six month qualifying period

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Last review: June 2016Next review: June 2017