Client Experience Manager

at  Home Instead

WE ARE A LEADING GLOBAL BRAND

Home Instead help with a range of personal and lifestyle needs while providing
welcome companionship. We take personal responsibility for providing the best in-home care and support to meet our clients’ needs and are committed to addressing
the individual and national challenges of Australia’s ageing population. Established in
1994, Home Instead now provides care across a network of over 1200 offices
around the world.
In Australia, at Home Instead our national network of offices are committed to
changing the face of ageing by enhancing the lives of ageing adults and their
families. To us, it’s personal.

QUALIFICATIONS & EXPERIENCE

• Extensive Home Care Package experience is essential
• Knowledge and experience of community-based care and support services
• Previous experience leading & managing a team is essential
• Experience in identifying, coordinating, and managing care services for home

care clients (aged or disability)

• Understanding of Aged Care and Disability related legislation and regulations

for home care services

• Highly efficient and organised with proven time management skills

Australian work rights
Applicants must have permanent or temporary rights to work in Australia with no
restriction

ABOUT THE ROLE:

Home Instead Melbourne Inner East is seeking a dynamic & experienced Client
Experience Manager to join our growing team based in Kew East.
The Client Experience Manager will empower our Care Management team,
supporting them in reaching their individual and collective goals to drive the overall
success and growth of our business.
This role is crucial in maintaining quality standards and compliance while crafting
and implementing innovative strategies to enhance care efficiency. Our mission is at
the heart of everything we do: To enhance the lives of ageing adults and their
families. As the Client Experience Manager, you will play a key role in making this
mission a reality.

RESPONSIBILITIES

• Represent the business as a professional leader in aged care and advocate

for our brand within the community.

• Provide daily leadership to Care Managers to support an effective CAREGiver workforce and

ensure client satisfaction.

• Review clients to drive business growth, implement strategies for future

growth, and identify improvement opportunities.

• Manage care operations and maintain accurate client records in RMS, My

Aged Care, and the Aged Care Provider portal, including new clients,

discharges, and monthly claims.

• Review and approve Care Plans, ensuring clinical needs and management

plans are recorded and addressed appropriately.