Position Description Template - Amazon S3



-190576835Team Leader, Care Advisers - Position Description[community care]Version: 1.0Position Title:Team Leader - Care Advisers Position Number:TBCCost Centre:PZ396Site/Facility:Calvary Community Care - Head OfficeDepartment:Marketing and Service DevelopmentEnterprise AgreementSocial, Community, Home Care Disability Services Industry Award 2010Classification:AwardReports To:General Manager, Marketing and Service DevelopmentDate of Preparation:May 2017Date Updated:Primary PurposeThe Team Leader - Care Advisers is responsible for the leadership of the Care Advisers team. The team’s objective is to manage all phone and email enquiries from prospective customers in a manner which is welcoming, well-informed, carefully documented and which maximises the likelihood of a sign-up. The scope of the team includes very early stage enquiries seeking basic information through to complex client types requiring detailed support through Government funding and eligibility processes. Care Advisers may be required to establish and maintain prospective customer relationships over a 3-6 month period. The success of the team is measured by metrics including call handling efficiency, quality of information capture on leads, completion rates of follow-up procedures, and conversion rates for leads in priority anisational EnvironmentAt Calvary our vision as a Catholic Health, Community and Aged Care provider, to excel, and be recognised, as a continuing source of healing, hope and nurturing to the people and communities we serve. We put the person at the centre of care in all that we do. Calvary continues our mission focus in providing high quality care to the sick and vulnerable and in particular to those people approaching and reaching the end of life, their families and carers in all our services.Calvary’s Services include public and private hospital care, acute and sub-acute care, community care and retirement and aged care services, in both rural and metropolitan areas.Accountabilities and Key Result AreasPeople and Culture:Practice in accordance with Calvary and relevant Government Health policies and procedures, the position description, Code of Conduct and industrial agreements;Work in accordance with the mission and vision of Calvary and actively participate in developing a culture that promotes Calvary’s values of healing, hospitality, stewardship and respect;Strong, hands on management to motivate, coach, and inform the Care Advisers;Building strong working relationships with staff members who are responsible for the delivery of care services.Service Development & Innovation:Developing and refining scripts for Care Advisers to use in handling specific types of enquiries;Collating and analysing data in the CRM for the purposes of reporting to the General Manager and providing feedback to individual Care Advisers on performance;Refining and improving business processes for the management of different types of leads;Call closure targets met for enquiries received in low-priority categories;Ensure follow-up action completed for warm leads on time and comprehensively by Care Advisers;Meet average on-hold time targets for new phone enquiries;Proficient handover procedures to Service Delivery Team.Wise Stewardship:Gathering feedback from the team for the marketing department to inform decisions regarding pricing, new product development and campaign design;Number of new clients sign ups in target categories;Number of leads progressed forward in the sales pipeline each munity Engagement:Actively manage relationships with stakeholder communities;Building awareness of our services with key referrer categories in the health and aged care sectors;Represent Calvary Community Care in a positive and responsive manner in all dealings/contact with stakeholders.WH&S Responsibilities: Take reasonable care of your own health and safety and the health and safety of others in the workplace;Comply with relevant Calvary WHS policies, procedures, work instructions and requests;Report to your supervisor any incident or unsafe conditions which come to your attention; Observe any additional requirements as outline in Calvary’s WHS Responsibilities, Authority and Accountability Table (published on Calvary intranet).Key RelationshipsInternal:Area ManagersCase managersService coordinatorsCare AdvisersIntake OfficersClient Service OfficersMarketing and Service DevelopmentExternal:Prospective clients and family membersBrokerage agenciesPosition ImpactDirect Reports:Care AdvisersBudget:NACompetencies:Influencing AbilityChange ManagementManaging and Measuring WorkRelationship BuildingCustomer FocusCoachingTeam WorkInterpersonal SavvyInnovative Decision MakingPlanning and OrganisingOperational AwarenessResults OrientationInitiative Self-DevelopmentFlexible and AdaptableComposureSelection Criteria3-5 years’ operational experience in a contact centre environment, with a good understanding of contact centre performance metrics in domains including sales and customer service.Strong commercial acumen evidenced by direct experience in building the client base for a product, service or event. Experience as a manager with an engaging and proactive style, with success in developing your team’s skills, and holding them accountable for meeting performance targets.Interest and passion for the community services sector, with an interest in contributing to better outcomes for vulnerable clients. Demonstrated understands our values, integrates our values into their work and consistently demonstrate behaviours which reflect our values.Knowledge of the funding and service system for community care (both aged and disability) is highly desirable.Approvals Job Holder’s signature:Date:Manager’s signature:Date: ................
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