Customer Experience Support
Core
Lead the end-to-end admissions journey for residential aged care, managing the resident journey from initial enquiry and assessment through to agreement, move-in, and the first 28 days.
Role type
Senior Customer Experience Support (Admissions & Client Services)
Builds
Resident admissions pipeline and seamless move-in experiences for older people and their families
Domain
Residential Aged Care / Healthcare Intake
Deliverable
client delivery
Required skills
End-to-end admissions management, consultative relationship building, CRM pipeline management, regulatory documentation preparation, conversion tracking, stakeholder coordination
Preferred skills
Knowledge of My Aged Care, residential aged care funding arrangements, referral network development
Technologies
Microsoft Office, CRM systems
Responsibilities
Manage the end-to-end admissions journey from enquiry to move-in, conduct thoughtful tours and maintain personalized follow-up, prepare Resident Care Agreements and admission documentation, build referral pathways with hospitals and community organizations, partner with operational and clinical teams to coordinate admissions, monitor conversion activity and occupancy goals