Intake Officer - Home Care

Our team is searching for an Intake Officer - Home Care who is passionate about delivering exceptional service and fostering meaningful relationships with our valued clients in Sydney.

Who we are:
As a proud not for profit organisation since 1922, Respect Aged Care serves older residents through our high standard of care and community. Our focus is on giving back to older adults by fostering communities of belonging. Headquartered on the northwest coast of Tasmania, our philosophy is: Everyone deserves the right to a life well-lived, with dignity and respect.

Our organisation is constantly growing, with many homes and thousands of residents and employees across Victoria, New south Wales and Tasmania. Respect also has home care services in multiple states, and more than 700 units in different retirement villages and independent living communities.

The position:

The Intake Officer - Home Care at Respect, plays a crucial role in growing the home care business by nurturing and converting leads into clients. They engage with potential clients both over the phone and in face-to-face meetings, working to understand their needs and demonstrate how our services can improve their lives, and convert them into clients. The Intake Officer - Home Care will develop and maintain relationships with referral networks and engage in proactive business development activities to generate new leads and grow the client base.

Key Duties & Responsibilities:

• Provide expert advice and support to prospective clients throughout the decision-making process, ensuring they are well-informed about home care packages and services.
• Engage with potential clients through phone calls, emails, and face-to-face meetings to understand their needs and explain the benefits of our home care services, with the goal of converting them into clients.
• Actively seek new referrals to the Home Care Package program and provide education to consumers about service delivery.
• Nurture warm leads across all Respect Homecare locations, providing information and support to guide them through the decision-making process, maintaining regular contact, and converting them to hot leads when appropriate.
• Develop and maintain strong relationships with referral sources, including healthcare providers, community organisations, and local businesses.
• Maintain accurate records of lead interactions and client acquisition activities in the CRM database, ensuring timely and professional communication with all prospects and provide regular reports to management on client acquisition activities.
• Monitor and maintain referrals through the My Aged Care portal, ensuring prompt and effective follow-up.
• Identify and pursue new business opportunities through networking, attending industry events, and conducting market research.
• Maintain an advanced understanding of client fees, charges, and financial levels, effectively conveying this information to prospective residents.
• Coordinate the administration process, including information gathering, transitioning of services, managing waitlists, and prioritising referrals.
• Other duties as assigned, which may include responsibilities not explicitly listed above.

Requirements

Essential:

• Demonstrated successful sales and marketing experience/skills.
• Demonstrated ability in the application of advanced administrative procedures.
• Ability to understand basic analysis techniques.
• Advanced word processing operation skills.
• Demonstrated understanding of continuous quality improvement principles.
• Demonstrated ability to undertake work of a confidential nature.
• A current drivers license without restriction.
• Current National Police Certificate (or ability to acquire).

To be considered for employment with Respect, each candidate must satisfy the legislative requirements of Aged Care Worker Screening to ensure suitability to work in the aged care industry.

Benefits

• Competitive salary and entitlements.
• Pay incentives including not-for-profit salary packaging.
• Meaningful work in a purpose-driven organisation.
• A healthy and positive workplace culture.
• Learning, development, and growth opportunities.
• Discounted private health insurance.

Our purpose:

To care for the elderly in our communities in an environment of respect, value, and belonging.

Our Values:
Respect - Treat all people with fairness and dignity
Care -  Look after and protect the elderly, and each other
Teamwork -  Encourage, cooperate, and build trust
Courage -  Do the right thing, even when it’s difficult
Integrity -  Be open, honest, and trustworthy
Innovation -  Think differently to solve problems.
Excellence -  Drive quality to continuously improve.