client services coordinator.

You will play a key role in liaising with clients, their families, referrers and staff to ensure that the provided services are
exceptional and delivered effectively and efficiently. This role will be responsible for building rapport with key
stakeholders, providing clear and accurate information about the company's services, ensuring that all administrative
tasks required to establish the client’s services are completed efficiently and accurately and supporting clients to
alter or transition between services.

Your Responsibilities include:

• Assess the eligibility and suitability of client’s needs for the company's services and provide warm referrals to
  their partners and other providers as appropriate.
• Support clients by coordinating their referral and the intake experience and ensure data is accurately
  recorded and updated, including provision of accurate documentation and quotations.
• Process referrals received for contractual programs efficiently and accurately ensuing compliance with
  contractual KPIs.
• Establish and build rapport with clients or their authorised representative using a high standard of
  customer service including use of interpreter service as required.
• Provide consistent and up to date information about the organisation's services, including advice on service bundling and pricing.
• Identify those clients who may benefit from additional services, be at risk or vulnerable and escalate
  appropriately.
• Support client changes to services and the transfer of clients into appropriate services within and external
  to the organisation.
• Use high level organisational skills to manage competing demands in a busy environment.
• Adhere to KPIs for following up and resolving open enquiries.
• Adopt a continuous improvement approach to work processes and workflows.
• Provide assistance as directed by the Team Leader/Manager to support clients to receive exceptional
  service.

Ideally You Will Have:

• Exceptional communication skills with the ability to cope with multiple demands of phones, email,
  messages and schedules.
• Digital literacy skills including demonstrated capability to learn new systems.
• Demonstrated administration skills to prepare documentation with attention to detail and provide general
  administrative support to support the daily operations.
• Demonstrated ability to maintain an excellent working knowledge of a broad range of health, community
  aged care and disability services and quickly match that knowledge to customer needs
• Well-developed cultural appropriateness skills to support communication with diverse and cross-generational clients, their families, referrers and staff.
• Demonstrated organisational and time management skills, including the ability to prioritise work, use initiative and work with minimal supervision.
• Demonstrated work experience in a high-volume call environment.
• Strong emotional intelligence with the ability to build rapport with clients quickly. Adopts an empathetic and flexible approach to manage the sensitivities of clients.
• An understanding of service provision, allocation and compliance with contractual obligations.
• Ability to maintain confidentiality of sensitive information.

If you are interested in this exciting opportunity and have the relevant skills required, please apply online with your updated CV. For further enquiries, please call Kammy Lee on 8468 8035 or email kammy.lee@randstad.com.au. Please note only the shortlisted applicants will be contacted immediately, I look forward to seeing your application.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.