Admissions Coordinator

Mercy Health Australia; Richmond; On-site; AUD 65,000 - 90,000; Full time

Job summary

Mercy Health Australia is seeking an Admissions Coordinator to guide customers through the entire admissions process in our aged care facilities. You will lead enquiry follow-up, site tours, fee discussions and support families with admissions paperwork.

The role requires building strong relationships with referrers, ensuring smooth CRM-driven journeys and achieving healthy occupancy. A commitment to compassionate, patient-centered care is essential.

Qualifications

• This hands-on role involves guiding customers through the entire admissions process.
• They cultivate and manage relationships with referrers, oversee the complete admissions journey—from initial enquiry follow-up and facility tours to fee discussions and supporting residents and families with admissions paperwork.

Responsibilities

• Provide prompt and courteous customer service to prospective customers, current residents, visitors and employees.
• Manage the admissions process, including handling enquiries, engaging with referrers, conducting site tours, facilitating pre-admission discussions and generating resident agreements.
• Identify, promote and sell higher everyday living options that meet individual preferences and unmet needs.
• Ensure compliance with managing the customer journey through the CRM system and follow up on all leads promptly.
• Collaborate with Business Development Consultants and Service Managers to identify new referring pipelines and maintain strong referrer relationships.
• Proactively manage the enquiries pipeline to convert enquiries into sales and maintain compliance with internal systems (CRM, eCase, MAC, etc).
• Foster relationships with respite residents and their families to optimise re-admission and permanent conversions.
• Assist families and representatives in understanding relevant Fees and Charges and Mercy Health’s admissions policies, facilitating the completion of admissions paperwork and agreements prior to admission.
• Coordinate the 'room turnover' process with site maintenance and cleaners, overseeing tasks such as carpet cleaning, painting, and setting up display rooms.
• Take responsibility for logging resident movements in eCase and liaising with Medicare as needed, such as obtaining remaining respite days.
• Conduct daily site inspections and ensure display rooms are prepared to welcome visitors.
• Discuss Healthy Ageing Services with discharging residents and linking them to the appropriate business owner to maximise conversion to other business streams.
• Adhere to and champion the Mercy Health admissions processes

Job description

Employment Type: Full Time

Location: Mercy Place Keon Park/ Mercy Place Wyndham/ Mercy Place Rice Village

Upload with Application: Resume, cover letter, and all relevant qualifications

Contact: Vanessa Cotton | [e-mail]

Where there’s life, there’s Mercy.

Where there’s care, there’s You.

Through the battles and the breakthroughs, we're there. Where will you be?

For over a century, our incredible teams have provided care for people when they need it most. Our people feel great pride in this, and they value the security and stability we offer. But it also means so much opportunity - to build on all that’s gone before, to grow your impact and gain experience that’s hard to find elsewhere.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you’ll have the chance to make an impact and gain experience that’s hard to find elsewhere.

At Mercy Health, it’s all about taking what we have and making it better.

To do that, we need you.

Join us at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity

This hands-on role involves guiding customers through the entire admissions process. As a champion of aged care admissions and regulatory requirements, the Admissions Coordinator significantly contributes to meeting sales targets and maintaining healthy occupancy levels. They cultivate and manage relationships with referrers, oversee the complete admissions journey—from initial enquiry follow-up and facility tours to fee discussions and supporting prospective residents and their families with admissions paperwork.

If you’re passionate about making a difference in aged care and have the skills we’re looking for, we want to hear from you!

What you’ll bring

• You’re resilient, compassionate and have a whole lot of heart. Most importantly, you are committed to delivering exceptional patient-centered care.

To thrive in this role, you will:

• Provide prompt and courteous customer service to prospective customers, current residents, visitors, and employees.
• Manage the admissions process, including handling enquiries, engaging with referrers, conducting site tours, facilitating pre-admission discussions, and generating resident agreements.
• Identify, promote and sell higher everyday living options that meet the individual preferences and unmet needs
• Ensure compliance with managing the customer journey through the CRM system and follow up on all leads promptly.
• Collaborate with Business Development Consultants and Service Managers to identify new referring pipelines and maintain strong referrer relationships.
• Proactively manage the enquiries pipeline to convert enquiries into sales and maintain compliance with internal systems (CRM, eCase, MAC, etc)
• Foster relationships with respite residents and their families to optimise re-admission and permanent conversions.
• Assist families and representatives in understanding relevant Fees and Charges and Mercy Health’s admissions policies, facilitating the completion of admissions paperwork and agreements prior to admission.
• Coordinate the 'room turnover' process with site maintenance and cleaners, overseeing tasks such as carpet cleaning, painting, and setting up display rooms.
• Take responsibility for logging resident movements in eCase and liaising with Medicare as needed, such as obtaining remaining respite days.
• Conduct daily site inspections and ensure display rooms are prepared to welcome visitors.
• Discussing Healthy Ageing Services with discharging residents and linking them to the appropriate business owner to maximise conversion to other business streams
• Adhere to and champion the Mercy Health admissions processes

You will also be required to provide evidence of, or in the process of obtaining

• NDIS clearance / police clearance

Ready to help us shape the future of healthcare?
Join us and make a meaningful difference in people’s lives - and your career.
We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.
The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We’re proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.