Admissions Support Role - Admin

Oxa Care Pty Ltd; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

Oxa Care Pty Ltd is seeking an Administration Officer – Admissions Support in Melbourne’s northern community. This role ensures warm handling of enquiries, accurate documentation, and smooth transitions for new residents.

You'll manage enquiries, coordinate pre-admission meetings, and support with documentation, compliance, and CRM updates. Strong aged care experience and admin skills are essential for success in this team.

Qualifications

• Experience in residential aged care administration or healthcare settings.
• Superior attention to detail with documentation, compliance tracking and records management.
• Strong communication and interpersonal skills for families and residents.

Responsibilities

• Respond to admissions enquiries via phone, email, and walk-ins with warmth and professionalism.
• Document all contacts in the CRM (Pipedrive).
• Provide initial information about services, fees, and availability.
• Schedule callback appointments for complex enquiries.
• Maintain enquiry tracking logs and follow-up schedules.
• Conduct tours for prospective clients to support the Admissions Team.
• Book and coordinate resident pre-admission meetings and facility tours.
• Prepare tour materials and information packages for prospective residents.
• Coordinate with clinical staff for handover and assessment appointments.
• Prepare admission packs, agreements, and forms; track completion and signatures.
• Maintain admissions register and CRM database; update waiting lists and occupancy forecasts.
• Support reporting: monthly/quarterly admissions, occupancy trends.

Skills

Strong communication

Residential aged care administration

Attention to detail

Problem solving

Team collaboration

MS Office suite

Pleasant phone manner

Education

Business/Health admin qualification

Cert 3 or 4 - Personal Care

Tools

Pipedrive CRM

Job description

Admissions Support Role - Administration Officer

Reports To: Admissions Manager
Location: Oxa Care, Epping
Employment Type: Full-Time 38 Hrs Per Week

About Us

Oxa Care is a leading residential aged care provider in Melbourne's north. With a strong focus on resident wellbeing, compliance, and service excellence, we are seeking a highly organised and proactive Administration Officer – Admissions Support to drive continuous improvement across our facility. This role will suit someone who is not only process-driven but also eager to get involved in day-to-day operations and make a practical difference in welcoming new residents. Must have Residential Aged Care experience to be considered.

About This Role

Are you passionate about making first impressions count and supporting smooth transitions for older adults and their families? Oxa Care is seeking a dedicated Administration Officer – Admissions Support to join our team and become the vital link between prospective residents, families, and our care facility.

In this rewarding role, you'll be at the heart of the admissions journey, ensuring every enquiry is handled with warmth and professionalism, every detail is meticulously managed, and every new resident's arrival is seamless and welcoming.

What You'll Do

Enquiry Management

• Respond to admission enquiries via phone, email, and walk-ins with warmth and professionalism

• Document all contacts and enquiry details in the CRM (Pipedrive) system

• Provide initial information about services, fees, and availability

• Schedule callback appointments for complex enquiries

• Maintain enquiry tracking logs and follow-up schedules

• Conduct tours for prospective clients to assist the Admissions Team

Pre-Admission Coordination

• Book and coordinate resident pre-admission meetings and facility tours

• Prepare tour materials and information packages for prospective residents

• Conduct basic eligibility assessments and screening

• Coordinate with clinical staff for handover and assessment appointments

• Schedule and confirm attendance for pre-admission meetings

Documentation and Compliance

• Prepare and collate admission packs, resident agreements, and associated documents

• Track completion and return of signed agreements and required forms

• Ensure correct document filing and version control

• Assist with verifying ACAT approvals, Centrelink means assessments, and Medicare information

• Follow up with families and representatives regarding outstanding documentation

• Maintain document checklists and compliance tracking systems

Database and Record Management

• Maintain the admissions register and CRM (Pipedrive) database

• Update waiting list status and priority rankings

• Generate admission pipeline reports and occupancy forecasts

• Track and update room availability in real-time

• Maintain accurate resident contact databases

• Archive completed admission files according to policy

• Check recurring charges, invoices, and contracts

• Issue and collect contracts, signatures, and POA documents

Resident Transition Support

• Coordinate resident welcome logistics including signage and room setup communication with RCLs

• Prepare orientation packs and welcome materials

• Schedule move-in appointments and coordinate logistics with the RCLs

• Liaise with families, allied health teams, and care teams

• Conduct post-admission follow-up calls with families

Reporting and Analysis

• Support the Admissions Manager in preparing monthly and quarterly reports

• Compile occupancy statistics and trends analysis

• Track conversion rates from enquiry to admission

• Maintain waiting list analytics and demographic reporting

• Assist with budget forecasting based on admission projections

Additional Administrative Tasks

• Manage admission-related correspondence and filing systems

• Coordinate marketing material distribution and updates

• Assist with open day events and community presentations

• Maintain office supplies inventory for admissions department

• Perform other administrative tasks as requested by management to support team operations

• Cover reception duties including phone answering, visitor management, and deliveries as required

What We're Looking For

Essential Requirements:

• Strong communication skills – you'll be the first point of contact for families making one of life's most significant decisions

• Experience in residential aged care administration or healthcare settings – understanding of the aged care sector and person-centered service

• Exceptional attention to detail – experience with database management, documentation, and compliance tracking

• Problem-solving abilities – capacity to manage multiple priorities and coordinate across teams

• Collaborative mindset – passion for working as part of a caring team

• MS Office, Word, Excel, Outlook

• Pleasant phone manner

Highly Regarded:

• Qualifications in business administration, health administration, or related fields

• Experience with CRM systems, particularly Pipedrive

• Familiarity with ACAT processes, means assessments, and aged care funding arrangements

• Knowledge of Aged Care Quality Standards and compliance requirements

• Cert 3 or 4 - Personal Care

Your Impact

Success in this role means:

• Achieving prompt response times to all enquiries within 24 hours

• Maintaining accurate and up-to-date CRM records with 100% compliance

• Supporting smooth resident transitions with positive family feedback

• Contributing to occupancy targets through effective enquiry management

• Ensuring all admission documentation is complete and compliant

Why Choose Oxa Care?

At Oxa Care, we believe every resident's journey with us should begin with exceptional care and attention. As our Administration Officer – Admissions Support, you'll be empowered to make a real difference in welcoming new residents and their families, working in an environment that values:

• Person-centered care that respects individual preferences and dignity

• Continuous improvement through attention to detail and process excellence

• Professional development in aged care administration

• Meaningful work that enhances wellbeing and quality of life

Ready to Make Every Welcome Matter?

Position: Administration Officer – Admissions Support
Employment Type: Full-Time
Location: Oxa Care Residential Aged Care Facility, Epping
Reports to: Admissions Manager

Oxa Care is committed to creating inclusive, respectful environments where every resident can thrive. We welcome applications from candidates of all backgrounds who share our commitment to person-centered care.