Aged Care Client Coordinator

As the Aged Care Client Coordinator, you will be a key point of contact for clients, families, carers, service providers and community organisations. You will coordinate client enquiries, referrals, intake and ongoing service delivery across our aged care programs, ensuring services remain responsive, person-centred and aligned with individual client needs.

Key responsibilities

• Manage the My Aged Care Portal for all enquiries and referrals to BMFS for meals and other services
• Manage referrals from Support at Home, NDIS and other community health professionals for meals and other services
• Complete the intake of all clients (meals, restaurant, social support and meal preparation) to BMFS in a timely manner
• Liaise with Support at Home and NDIS providers to obtain appropriate approval for package funding
• Create and manage quotes for NDIS participants for meals approvals
• Create and manage Support at Home contracts and other documents to ensure smooth provision of services
• Respond to funding enquiries from clients and providers
• Complete client payments over the phone and record in Polixen
• Act as the primary point of contact for clients and their representatives
• Facilitate 2- and 6-weekly check in calls to new clients to ascertain satisfaction with meals and services
• Coordinate yearly reassessments of all clients via phone call or home visit
• Deactivate clients who have discontinued with the service and manage client suspensions within Polixen
• Create new client files on Polixen and assist clients with commencement of services
• Ensure all client information and documentation is managed and stored securely
• Assist in the creation and implementation of marketing initiatives to attract new meal delivery clients
• Update the My Aged Care Portal with relevant client service changes
• Respond to changes in client circumstances
• Provide information and referrals to clients on other local community services available
• Assist with clients who are not meeting their invoice payment requirements and manage hardship applications and outcomes
• Manage complex client needs and work with relevant staff to ensure that the service is meeting client needs
• Manage the needs of high-risk clients and work one on one to create support plans
• Ensure all customer records are kept up to date and make appropriate changes to client information in a timely manner
• Receive, investigate and respond to client feedback
• Provide initial welcome and government required paperwork to all clients after intake
• Assist administration staff and office volunteers with meal delivery processing as required
• Attend each community restaurant on a quarterly basis to liaise with current and new clients and intake new clients as appropriate
• Plan and assist in the implementation of relevant restaurant activities
• Maintain a wait list of clients for seniors cooking group and manage the rotation of attendees each term
• Coordinate social support referrals and intake process
• Conduct home visits with prospective clients and complete risk assessment
• Assess individual goals, needs and wellbeing outcomes
• Develop, implement and maintain individual social support plans
• Review and update social support plans annually
• Determine matching requirements for social support participants
• Facilitate volunteer and client first meeting, alongside Aged Care Manager
• Conduct first visit follow up and monitoring
• Address client concerns and support needs in a timely manner
• Manage client safety concerns and elevate issues as required
• Build and maintain relationships with other service providers and community organisations
• Attend relevant training and seminars to keep abreast of latest developments within the aged care sector
• Promote a positive, responsive and person-centred client experiences
• Monitor client satisfaction, feedback and service outcomes
• Conduct an annual client satisfaction survey
• Identify opportunities to improve client services and support pathways
• Contribute client data, statistics and insights for reporting purposes
• Develop and maintain strong relationships with clients, families, carers, service providers and community organisations
• Comply with Safe Work arrangements in accordance with the Work Health and Safety Policy
• Report any injury, incident, or hazard to your supervisor
• Comply with all Blue Mountains Food Services Policies and Procedures including the Code of Ethics Agreement and Confidentiality Agreement
• Maintain privacy of all volunteer, client, NDIS participant and employee information and comply with Blue Mountains Food Services Privacy Policy and the Privacy Act

About you

• Strong client coordination and management experience
• Strong time management skills including prioritising workloads
• Experience working in a busy environment and able to cope well under pressure
• Experience in juggling multiple responsibilities
• High level written and verbal communication skills
• Strong understanding of the principles and processes of the aged care system
• Ability to build relevant networks
• Experience working with a CRM system
• Sound Microsoft Office skills
• Knowledge of the regulatory and compliance regimes governing community organisations
• Strong alignment with Blue Mountains Food Services values
• Understanding of the reform environment in aged services and its impact on small to medium organisations (desirable)
• Relevant tertiary qualifications (desirable)

About us

Blue Mountains Food Services Inc. (BMFS) is a not for profit, non-government organisation that provides valuable community service to residents living in the Blue Mountains local government area.

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