Care Coordinator

New Zealand Health Group; Auckland; Hybrid; NZD 52,000 - 68,000; Full time

Benefits offered by this job

Discounted health insurance

International and diverse work culture

Supportive orientation and training

Flexible hybrid work environment

Active social club

Job summary

Geneva Healthcare in Auckland CBD is seeking a dedicated client services professional to manage high call volumes as the first point of contact for clients and field support workers. The role operates in a hybrid environment with a goal of delivering exceptional first call resolution.

You will coordinate client services, schedules, and documentation while supporting a range of disability and health-care related needs. NZ citizenship/residency or valid work visa is required.

Qualifications

• Proven experience in a call centre environment role.
• Experience within a health administration or coordinator role is preferred.
• Scheduling/rostering experience advantageous.
• Applicants must be a NZ citizen/resident or have NZ work visa.

Responsibilities

• Manage all clients in allocated business units/regional area.
• Ensure the most well trained and suitable Support Worker is placed with the client.
• Deliver proactive responsiveness to clients and support workers.
• Document all communications to manage incidents.
• Assess new complex clients and plan with the Complex Assessment team.
• Develop and maintain relationships with proactive communication.
• Keep client and Support Worker records up to date.
• Manage all facets of client services.
• Ensure Support Workers are clinically competent and scheduled for sign-off.
• Manage planned leave to ensure continued care for clients.

Skills

Call centre experience

Health administration experience

Multitasking

Job description

Geneva Healthcare is driven by a company culture based around family values which is crucial to our overall success. We offer our employees real career opportunities with great training and progression pathways. Our Homecare Group provides care and support nationally for people in their own homes including those living with disability, recovering from illness or accidents and the elderly.

Discounted health insurance

An international and diverse work atmosphere

A supportive orientation and training programme

Flexible work environment - Hybrid!

Active and thriving Social Club

You will need to be confident managing high call volumes both inbound and outbound to meet KPIs and deliver exceptional first call resolution as you will be the first point of contact for both our support workers out on the field as well as our clients. This role is a permanent full time position, Monday to Friday 830am to 530pm in our CBD office in Tāmaki Makaurau, Auckland.

Responsibilities include

• Manage all clients in your allocated business units/regional area
• Ensure that the most well trainedand suitable Support Worker is placed with the client
• Deliver a high level planned proactive responsiveness to clients and support workers
• Ensure all communications written and verbal are documented to manage incidents
• Ensures new complex clients are adequately assessed and plan followed by Complex Assessment team
• Ensures that all relationships are developed and proactively managed with communication being provided every step of the way
• Ensure all client and Support Worker records are up to date
• Manage all facets of client services
• Ensure that all Support Workers are signed off as clinically competent including scheduling of sign off
• Ensure that all Support Worker planned leave is managed according to Geneva’s polices and that the client receives timely communication and continued care
• Proven experiencein a call centre environment role
• Experience within a health administration or coordinator role is preferred
• Scheduling/rostering experience advantageous
• A genuine interest to help others
• A well-developedability to multitask
• Resilience to push through

Only suitable candidates will be contacted for interview and applications will be reviewed as they are received, therefore resulting in the role closing early if the right applicant is found.

Applicants for this position must be a NZ Citizen/Resident or have a valid NZ work visa.

Location(s) Auckland CBD office