Intake Officer

Schedule: Monday - Friday (6:00 AM - 3:00 PM PHT)

What are we looking for?

Skills Required:

• Relevant professional experience in home care, care management, or a related healthcare setting
• Understanding of the service and quality standards applicable to relevant programs, including State and
  
  Commonwealth frameworks
• Understanding of Consumer Directed Care principles and application
• Experience working with people from diverse backgrounds
• Excellent verbal and written communication and interpersonal skills, patience, common sense and a strong
  
  ethos of client service
• Good computer skills, with competence in MS Office and Client Management applications
• Experience in assessment and development of care plans within a community setting
• Develop effective relationships with the local community, health professionals, clients and their
  
  representatives
• Promote and develop effective communication skills with management through attending relevant site and
  
  organisational meetings
• Be responsive, prompt and courteous when interacting with clients, families and colleagues and responding
  
  to the needs of clients and their families
• Actively work to always promote the organisation and colleagues in a positive manner, both internally and
  
  externally
• Demonstrated ability to lead, support and supervise staff and to promote a team approach in the workplace
• Well-developed prioritisation and organisational skills with the ability to meet deadlines
• Ability to comply with and awareness of work health and safety (WHS)
• Sound understanding of compliance in Aged Care and NDIS (including the quality standards, WHS, infection
  
  prevention and control, and SIRS) setting

What will you do?

• 1. Client Engagement
• Act as the primary point of contact for new clients, providing clear information, guidance, and support
  
  throughout the intake process.
• Respond promptly to all inbound enquiries, referrals and digital leads.
• Develop and maintain positive relationships with clients, families, and relevant stakeholders to foster
  
  trust and engagement.
• Conduct follow-up communications to ensure client queries and concerns are addressed promptly.
• Support clients in understanding available services and navigating their care options.
• Track and manage all enquiries through the CRM, ensuring conversion targets are achieved.
• Notify clients of community events and programs organised by People First Workforce.
• Support marketing-led campaigns and digital enquiry follow ups.
• Intake and Referral Management
• Manage incoming referrals from various sources, including CHSP (Commonwealth Home Support
  
  Programme) and private clients.
• Complete client intake assessments to determine eligibility and match services to client needs.
• Maintain accurate and up-to-date records in the client management system, ensuring all documentation
  
  meets compliance requirements.
• Collaborate with the rostering and care coordination teams to ensure timely service allocation and
  
  commencement.
• Assist in developing and maintaining efficient intake workflows to improve the client onboarding
  
  experience.
• Approval and Funding Support
• Guide clients through the approval process for home care packages, including understanding eligibility
  
  criteria, completing required documentation, and liaising with government agencies and funding bodies.
• Provide clients and families with information to help select the most suitable care package or funding
  
  option based on their needs and preferences.
• Collaborate with internal teams to ensure the approval process is efficient and outcomes are achieved
  
  within required timeframes.
• Client Retention and Relationship Management
• Contribute to client retention initiatives by maintaining strong, proactive relationships with clients.
• Monitor client satisfaction levels and identify opportunities for service improvement.
• Address and resolve escalated client issues with professionalism and empathy.
• Support roster management by ensuring clients are appropriately matched to care staff based on skills,
  
  preferences, and availability.
• Marketing and Community Engagement
• Support marketing activities and outreach campaigns to promote People First Workforce's services,
  
  particularly within CALD (Culturally and Linguistically Diverse) communities.
• Participate in community events, workshops, and information sessions to raise awareness of available
  
  services.
• Assist in the development of promotional materials, such as brochures and online content.
• Gather client feedback and testimonials to support continuous improvement and brand reputation.
• Administration and Team Support
• Maintain accurate and organised client records, files, and documentation.
• Assist with data entry, document management, and other administrative tasks as required.
• Respond to telephone, email, and in-person enquiries promptly and courteously.
• Provide general support to the client engagement and rostering teams as needed.
• Participate actively in team meetings and contribute to ongoing service improvements.
• Performance Measures
• Enquiry to client conversation rate
• Time from enquiry to service commencement
• Client satisfaction at intake (survey or feedback)
• Data accuracy and documentation compliance
• Contribution Sales growth and marketing campaigns

Join the awesome team and enjoy these benefits & perks:

• Hybrid work set up - 3x onsite and 2 days WFH per week
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

JOIN CONNECTOS NOW

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.  

Our client offers offer a variety of in home aged care services Melbourne residents trust, including personal care, nursing care, Allied Health support, and dementia care.

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Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.