Client Care Coordinator

About Us

Cosy Home Care is an established and rapidly expanding NDIS Disability Services provider supporting people with disability, so they can continue to live independently with support and assistance.

Position Summary and Role Purpose

The Client Care Coordinator will serve as the primary point of contact for clients, their families, allied health and support team. You will use your extensive critical thinking skills to ensure client's needs are being met on a day to day basis.

Additionally you will represent the organisation with utmost professionalism in particular with clients, their families and their clinical supports.

As a Client Care Coordinator's your role is to ensure that clients receive the services and support they need to achieve their goals, such as

• Address client's enquiries, concerns, and feedback in a timely and professional manner.
• Work with client's extended care team to identify their needs and preferences for services.
• Coordinate and liaise with various service providers/ Allied health to ensure the delivery of appropriate services.
• Medication Management: Ensuring timely delivery of the medication, liaising with the pharmacy for medication changes as suggested by the allied health and reporting to the manager.
• Management of External support worker logins and notes and to share with relevant Care team.
• Booking clients appointments and following up on the appointment outcomes. Updating the Care Team accordingly.
• Create and manage schedules for support workers ensuring that shifts are covered according to client's care plan and preferences.
• Ensuring shifts are schedule to accommodate client support needs, preferences, and any specific requirements.
• Allocate staff to shifts based on their qualifications, availability, and the specific needs of clients. Ensure that staff are well-matched to the clients they will be supporting.
• Ensure that schedules and staffing comply with NDIS regulations, including safety and quality standards. Monitor and adhere to relevant legislation and best practices.
• Maintain clear communication with both clients and support staff regarding schedules, any changes, and special instructions. Address any concerns or issues promptly.
• Incident reporting, documenting and ensuring the relevant parties are informed. Report to be provider to the manager.
• Complaint management and resolution. Report to be provider to the manager.
• Management of client's roster as per the level of support.
• Maintain accurate and up-to-date client's records and documentation which include onboarding documentations, 12 months Re-onboarding, Care Plan's, Risk assessments and so on.
• Address concerns around late/no clock in, no show, late cancellations, behaviour issues and so on with the relevant support worker, based on the report provided by the rostering team
• Attending Care Team Meeting and discuss client's action plan, ongoing concerns any budget concerns with the team.
• Acknowledgement of clients and support worker's feedback and concerns and providing the resolution report to the manager.
• Ensuring clients information is up to date across platforms, Visual care, SharePoint, client's physical folders.
• Ensuring client's Care notes are shared with the care team in a timely manner.
• Evaluate service effectiveness and identify areas for improvement.

SKILLS & EXPERIENCE

Experience and Knowledge

- At least 12-month experience working in NDIS

- Experienced in problem solving in a dynamic setting

- Ability to think laterally, work within organisational policy and observe the NDIS Quality and Safeguards Standards is highly preferred

- A high level of attention to detail and administration skills

- Ability to work with care management software or ability to learn Visual Care

- Capable of assisting and resolving Support Care Workers queries or shift instructions

- Ability to work effectively as part of a positive company culture.

- Exceptional time management skills

Personal Ability

• Relevant experience as a Client Care Coordinator is a MUST
• Sound interpersonal and relationship development skills
• Ability to communicate sensitively and empathically to understand the needs of people with disability and their support networks.
• Sound communication skills at all levels of an organisation
• Demonstrated skills and confidence in conflict resolution and negotiation

Job Type: Full-time

Pay: Php250.00 per hour

Work Location: Remote