About the job SAH Support Officer
Company Profile
We are trusted Community Support and Care providers, dedicated to assisting older Australians and people living with disabilities. Our goal is to provide personalized care solutions that help our clients achieve their aspirations for independence, dignity, and control. We take pride in serving the communities we work in and are committed to delivering exceptional care to those who need it most.
General Expectations
We set a high standard of behaviour for our employees. We have a zero-tolerance policy for bullying and harassment. We expect all employees to respect others and uphold our values and code of conduct in all interactions with clients, colleagues, visitors, and stakeholders. Our employees must be flexible, enthusiastic, and dedicated to providing top-quality care and support.
Safety is a top priority, and all employees must understand and follow our Workplace Health & Safety policies and procedures, participate in safety training and risk assessments, and promptly report any safety incidents or near misses. Employees are required to comply with internal policies and procedures which may be amended from time to time.
About the Role:
In partnership with the Sai SAH team, the SAH Support Officer will complement our service delivery model by supporting administrative and coordination tasks that will serve to enhance our service delivery timelines and contribute to a positive client experience. With your daily work, you will be directly contributing to client retention and the growth of the organisation.
Key Tasks for the Core Responsibility
Setting up Supplier and Contractor Service Agreements in collaboration with the General Homecare Contracts Management team
Scheduling Allied Health Services for clients – sending referrals, confirming scheduled visits with contractors and clients, rescheduling and managing late visits or cancellations, documentation and reports
Scheduling External Contractors – services related to one-off jobs; cleaning, gardening, and other ad hoc jobs that are approved by the Care Partner
Soliciting Quotes – related to allied health recommendations or contractors, contacting equipment suppliers and following up on orders for aids, equipment and service schedules
Ongoing or recurring Orders – managing a calendar of ongoing schedules of orders for clients (e.g. for incontinence aids) and placing orders as needed via contractors’ portals
Entering details into a new client’s Help Plan from statutory reports and discharge summaries
Case noting and documentation of communication, emails, reports, and forms in CRM and SharePoint.
Key Performance Indicators (KPIs):
Client and contractor/supplier feedback on performance
Timely delivery of services and supports as per set targets
Coordination and collaboration of tasks with Care Partners with particular focus on alleviating their daily workloads so that they can concentrate on quality client interactions
Regular and documented reporting of service delivery successes or shortcomings by service providers to the Contracts Management team
Precise and timely documentation of reports and quotes/receipts so that a detailed record is maintained of the service delivery history for each client
High level of accuracy in case noting details related to the above tasks for each client
Qualifications:
Clinical or Allied Health background preferred (Registered Nurse, Physio)
Experience working in service coordination or scheduling
Experience working with a range of stakeholders (both internal, client and supplier relationships)
Demonstrated ability to follow process, problem solve and think critically
Key Competencies:
High attention to detail and accuracy in reviewing and managing documentation
Excellent written and verbal communications, and the ability to communicate with a range of stakeholders
High IT proficiency, with Outlook, Teams, SharePoint and CRM systems
Superior prioritization and triaging skills in a fast-paced environment
Experience working in a multidisciplinary team environment, collaborating to achieve shared goals.
Capable of resolving issues professionally and efficiently
Upholds integrity and confidentiality in handling sensitive personal and business information
Looks for opportunities to improve processes that enhance the client experience
ShoreXtra Perks
Free barista-style coffee
Free parking and jeepney services
Highly engaged team
Unlimited potential for growth
Challenging role
Fun and family-oriented working environment
Bronze Employee Referral Program Fee
Work Set Up:
On-Site
Work Schedule: Monday to Friday, 7:00 am to 4:00 pm