Customer Relationship Concierge

at  Bupa

ABOUT BUPA

From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together – 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.
We set a global ambition to be the world’s most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do. Care is at our core and will always be a part of how we operate.
More than that, our care puts customers at the heart of everything we do. We make a genuine effort to see the world through our customers’ eyes to make things easy, keep relevant to their needs and showing empathy and understanding.

ABOUT THE ROLE

The Customer Relationship Concierge team plays an important role in the journey of new and existing residents and clients to BVAC, supporting residents and their families in a timely, professional, and compassionate manner and providing oversight of the resident contracting process. The Customer Relationship Concierge will ensure that both customers and homes are supported through the process of selecting and entering a residential aged care home. This role will also work collaboratively with the Customer experience team and Service Operations to support the implementation of strategies to attract and secure new customers to our services. This role is crucial in ensuring occupancy levels are maintained working proactively with customers in consultation with both the home operations team and clinical teams to provide quality care accommodation solutions to meet the needs of the customer.
In this role, you will have an opportunity to be a part of the below:

Customer Support- Residential agreements

• Provide to support the homes with financial discussions for Permanent placement
• Support the home team to ensure prospect residents are provided information to enable them to make informed decision about their fees and charges
• Support the home to ensure that the customer has sufficient time to consider and review their options and seek external advice
• Ensure compliance and accuracy in Resident Agreements and efficiency in the customer journey pertaining to issuing and returning of signed agreements.
• Undertake conversations with families when specific queries are raised relevant to changes in fees and charges relating to MTCF or following up families that have not submitted forms to the Dept
• Liaise with families and residents to ensure means and income tests are completed in a timely manner
• Support Customers and the home teams with invoice queries
• Liaise with the debt recovery team to ensure accurate and timely billing
• Ensure residents are charged interim MTCFs and liaise with finance to ensure MTCFs are charged in line with Medicare payment statements (including liaising with families)
• Liaise with the care homes and Finance to investigate and resolve billing queries and/or complaints
• Create appropriate process to support other business units to recover unpaid RAD/DAP payments
• Provide SME advice regarding residents/families who request variations to resident agreements or special resident agreement terms/conditions to ensure these terms are fair & reasonable and are within legislation and Bupa policy
• Contribute to the implementation of special offers via effective reviewing of resident agreements
• Periodic audits are undertaken to ensure all resident agreements are signed and all financial documentation is inline with business rules and completed prior to resident admission
• Keep updated with relevant legislation in relation to fees and charges

SME support Sales Strategy

• Conduct Hypercare occupancy check in with homes are required
• Work in consultation with Marketing and BD to support the homes to promote Bupa services
• Confirmation of resident placements for placement agent invoices
• Regular reporting of regional performance, including specific homes (where appropriate) on leads,
• referrer sources, tours, and conversions
• SME on Projects as directed
• Regularly monitor and maintain the My Aged Care portal for home
• Effectively use Bupa financial software systems, ensuring timely and accurate records are maintained
• (Resident Select, Epicor and My Aged Care)
• Liaise with the Homes and Contract support manager with the accuracy of data entry into Epicor
• Provide a coaching and mentoring function to all General managers and Customer Service
• Consultant/Managers in relation to Sales, contract compliance, respite conversion and fee’s and
• Charges
• Provide a helpdesk support function for Sales and agreement compliance.
• Provide regular feedback to the RM on performance and any concerns that require action
• Be a role model for Customer Service Consultant/Managers staff in the home and provide excellence
• in customer service and all areas of communication with both internal and external stakeholders

Training and Development

• Work with Learning and Development Lead to provide strategic direction and support the ongoing
• development of Customer Service Consultant/Managers, General Managers and BVAC employees in
• Sales strategies, residential agreement compliance, Resident Select (CRM)and fees & charges
• SME team to specialise in key areas of the sales and residential agreements who can act as a first point
• of call to provide specialist support and advice to support the business in achieving its objectives
• Support the induction and training process for the General manager Customer Service
• Consultant/Managers in the Care Homes in relations to fees and charges, residential agreement
• compliance, Resident Select (CRM) and sales strategies.

TO BE SUCCESSFUL IN THIS ROLE, YOU SHOULD HAVE:

• Excellent in Microsoft Office
• Qualifications in Training (Cert IV in Training and Assessment) and Business Administration
• (Desirable)
• Degree in Business Administration or a related field, HR or a related field (Desirable)
• Experience and Skills
• Previous work experience in an administration management role
• Experience managing people
• Knowledge of administration requirements in the Aged or Health Care industry (desirable)
• Understanding of aged care government funding and income mechanics – respite allocation,
• accommodation supplements etc.
• Extensive knowledge of how Means Tested Care Fees and Income & Assets assessments operate.
• Previous experience with data analysis
• Outstanding organisation and coordination Skills
• Relationship builder
• High level of attention to detail
• Demonstrated commitment to quality processes and quality business outcomes
• Analytical skills (for Payment Statements and report analysis)
• Mentoring and coaching skills
• Experience in liaising with key regulatory bodies
• Ability to influence Care Home General Managers and Care leaders
• Change management experience
• Understanding of P&L key drivers
• Proven written and verbal and presentation / communication skills