Scheduling Officer

Right at Home; Townsville City; In loco; AUD 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

Right at Home is seeking a Scheduling Officer to coordinate client services, manage scheduling and support People & Culture activities. You will help ensure reliable, person-centred care and maintain processes for quality and compliance.

You will also respond to client inquiries, support recruitment and onboarding, and assist with billing and records. A proactive, team-oriented approach and strong organisation are essential.

Competenze

• Scheduling, administration, recruitment or compliance experience is required or desirable.
• Experience coordinating client services and maintaining service records is advantageous.
• Proficiency with office software and CRM systems is preferred.

Mansioni

• Coordinate client schedules to ensure reliable service delivery.
• Support recruitment, onboarding and staff compliance activities.
• Assist with client inquiries, billing and care coordination.
• Maintain accurate records in care databases and systems.
• Support a collaborative, client-centered team environment.

Conoscenze

Scheduling

Administration

Customer service

Client relations

Recruitment

Formazione

Administration/Human Resources/Business degree

Strumenti

Visual Care

CRM

Microsoft Office

Descrizione del lavoro

At Right at Home, we believe great care starts with great people, strong relationships and a commitment to making a difference.

The Scheduling Officer plays an important role in ensuring our clients receive reliable, consistent and person-centred support by coordinating the delivery of care and supporting the people who make it possible.

This is a varied and rewarding opportunity for someone who enjoys working with people, solving problems, staying organised and helping a team succeed.

The role is responsible for coordinating client services, managing scheduling and maintaining effective systems and processes that support quality care and compliance with relevant aged care, disability and community care requirements.

In addition to scheduling, the position will support client enquiries and relationship management, recruitment, onboarding, staff compliance and other People & Culture activities.

We are looking for someone who is approachable, proactive and genuinely enjoys supporting both clients and colleagues to achieve positive outcomes.

Client Focus

Build positive and trusting relationships with clients, families, referral partners and Care Team members.

Respond to client enquiries, information requests, feedback and concerns with empathy, patience and professionalism.

Act as a key point of contact between clients, families, referral sources, Care Workers and office staff.

Ensure every interaction reflects the Right at Home commitment to respectful, compassionate and person-centred care.

Use effective communication skills, including active listening, information gathering, problem-solving, negotiation and conflict resolution.

Develop an understanding of individual client needs, preferences and care requirements to support appropriate service delivery.

Assist clients and families with information about available services and care options.

Support the delivery of care by ensuring appropriate Care Team members are matched with clients based on their needs, preferences, skills and availability.

Respond to scheduling changes, service disruptions and client concerns in a timely and considered manner.

Work collaboratively with the Care Team to maintain continuity of care and a positive client experience.

Support accurate billing by ensuring scheduled services and changes are appropriately recorded and communicated.

Administrative Functions

Coordinate and maintain client schedules to ensure services are delivered reliably, efficiently and in accordance with care plans.

Maintain and update relevant operational systems, including Visual Care, CRM, policies, procedures and service agreements.

Support the recruitment, interview coordination, onboarding, orientation and retention of Care Team members.

Assist with preparing new employees for commencement, including coordinating documentation, system access and onboarding requirements.

Monitor and follow up on employee compliance requirements, qualifications, training and mandatory documentation.

Support People & Culture activities, including recruitment administration, employee records, compliance tracking and staff communication.

Liaise with the accounts department to support accurate billing in accordance with approved care plans and services delivered.

Assist with maintaining effective administrative processes that support operational efficiency, quality and compliance.

Provide general administrative support to the team as required.

Business Function

Manage new client enquiries and follow the Right at Home inside sales process.

Record, track and follow up on client enquiries through CRM and Visual Care systems.

Build and maintain positive relationships with prospective clients, families and referral partners.

Support management with business development opportunities and community engagement.

Assist with the coordination and implementation of effective in-home care service models.

Contribute ideas and initiatives that improve service delivery, strengthen client relationships and support business growth.

Maintain current knowledge of the aged care, disability and community care sectors.

Support the organisation's commitment to delivering high-quality services that meet client needs and organisational requirements.

Documentation

Ensure all documentation is accurately and comprehensively completed in a timely manner within Right at Home databases and software systems.

Maintain accurate and up-to-date client and employee records in accordance with organisational policies, legislative requirements and relevant quality standards.

Ensure scheduling changes, client communications and employee compliance activities are appropriately documented.

Monitor outstanding documentation and compliance requirements, following up with employees and relevant team members to ensure timely completion.

Support the maintenance of recruitment, onboarding and training records.

Complete reports as required and contribute to quality assurance and continuous improvement initiatives.

Promote a culture of accuracy, accountability and proactive follow-up in all administrative activities.

Leadership

Undertake responsibilities within your skills, knowledge, experience and capabilities, recognising opportunities for personal and professional development.

Participate in planning, consultation, policy development and procedure reviews relevant to the role.

Lead by example, demonstrating professionalism, initiative, accountability and a positive attitude.

Provide support and guidance to colleagues, contributing to a collaborative and supportive team environment.

Encourage open communication, teamwork and a shared commitment to achieving positive outcomes for clients and employees.

Support new employees through their onboarding and introduction to the Right at Home team.

Attend meetings, professional development opportunities and consultation forums as required.

Proactively manage workloads, priorities and deadlines to ensure effective service delivery and productivity.

Work collaboratively with Care Management and People & Culture to identify and address operational and compliance priorities.

Culture

Promote and contribute to a positive, supportive and collaborative workplace culture that reflects the Right at Home values and care principles.

Everyone Matters:

Ensure all team members feel valued, respected and recognised for their contributions.

Life Long Learning:

Encourage personal growth, professional development and continuous learning for both staff and clients.

Positive Energy:

Create an environment where laughter, purpose, connection and enjoyment are part of everyday work.

Service Excellence:

Strive to deliver the best possible outcomes for our clients, families and colleagues.

Innovative Thinking:

Encourage new ideas, creative solutions and opportunities to improve the way we work.

Be Fearless, Be Brave:

Embrace change and approach challenges with courage, flexibility and a positive attitude.

Absolute Integrity:

Demonstrate professionalism, honesty, accountability and ethical behaviour in all interactions.

Yes, We Can!:

Be proactive, willing to contribute and ready to support the team wherever needed.

Educational Qualifications

Proficient in Microsoft Office applications, including Outlook, Word and Excel - Essential.

Tertiary qualifications in Administration, Human Resources, Business or a related discipline - Desirable.

Experience

Previous experience in scheduling, administration, recruitment, compliance or a related operational role - Desirable.

Experience in an accounting, compliance or audit function within a medium-sized organisation - Desirable.

Previous experience in an office management or administrative capacity - Desirable.

Experience supporting recruitment, onboarding, employee records or compliance activities - Desirable.

Experience in aged care, disability services, community care or a related industry - Desirable.

Skills, Knowledge and Abilities

Establishes and maintains positive, respectful and effective working relationships.

Demonstrates excellent communication, interpersonal and customer service skills.

Is well organised, methodical and able to manage competing priorities.

Demonstrates strong attention to detail and the ability to assess information and circumstances logically.

Is systems-oriented and comfortable working with processes, databases and administrative systems.

Demonstrates initiative, flexibility and a willingness to learn.

Maintains professional knowledge and skills through ongoing development.

Demonstrates strong time management, organisation and workload prioritisation skills.

Has the ability to develop, maintain and evaluate organisational and client-focused documentation and systems.

Demonstrates analytical, problem-solving and report-writing skills.

Is confident coordinating schedules, managing changes and responding to unexpected challenges.

Has the ability to support recruitment, onboarding and employee compliance activities.

Can contribute to a positive, supportive and collaborative workplace culture.

Demonstrates negotiation, conflict resolution and decision-making skills.

Is confident using computer systems and enterprise management software.

Demonstrates compassion, initiative and a genuine commitment to supporting clients and colleagues.

Key Selection Criteria

Demonstrated ability to communicate effectively and build positive relationships with clients, families, referral partners and members of the Care Team.

Demonstrated organisational skills and the ability to manage competing priorities in a busy environment.

Demonstrated ability to coordinate scheduling and respond effectively to changes in service delivery.

Demonstrated attention to detail and commitment to accurate documentation and compliance.

Demonstrated ability to support recruitment, onboarding, interviewing and employee compliance activities.

Demonstrated ability to maintain confidentiality and handle sensitive client and employee information appropriately.

Demonstrated ability to work collaboratively, solve problems and contribute to a positive team environment.

Demonstrated commitment to client safety, quality service delivery, relevant legislative requirements and organisational policies.

A genuine commitment to the Right at Home values and improving the quality of life for those we serve.

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