Care Coordinator

Title: Client Experience Co-ordinator

Location: Melbourne, Australia

About us



ICG Medical is a leading global nursing recruiter with a focus on nurses across all specialities, midwives and home care/healthcare workers. The business is made up of three recognised healthcare recruitment brands who sit underneath the ICG Medical arm. Each deliver tailored solutions for our candidates and clients from our offices in the UK, Ireland, India, South Africa, China, Philippines, Australia, Canada, Japan, and the USA with more office openings on the horizon.



Purpose

The purpose of the Client Experience Co-ordinator (AUS Home Care) at Greenstaff Medical is to oversee the overall client experience of clients, support co-ordinators and brokered clients. This includes the implementation of new clients acquired by the business development team as well as the development of new opportunities within current relationships.

The objectives of this role include:

Engagement with clients to clearly understand needs and develop delivery strategies per client
Client-facing relationship management and service delivery
Structured implementation of new clients
Participation in the pursuit of new clients as required
Partner with specialist departments to ensure high quality and accurate delivery
Be open and communicate opportunities and challenges relating specifically to client, candidate, and employee performance
Collaborate and partner with shared services departments to drive client experience improvement
Represent Greenstaff Medical (ICG Medical) in a positive and professional manner both internally and externally
Job Description

The Client Experience Co-Ordinator is primarily focused on key areas namely Client Relationship and Opportunity Development and Service Delivery.

Client Relationship and Opportunity Development

Develop a client meeting/interaction schedule, including formal review meetings where required.
Client-facing relationship management - develop strong multi-level relationships with clients.
Understand client requirements and identify opportunities to enhance current service delivery.
Management of Client Expectations
Communication of client requirements to key stakeholders
Communication of client implementation plans to key stakeholders
Contribution to team hours booked and GP targets
Report back on client activity, GP and client performance.


Service Delivery

Drive the structured and professional implementation of new clients.
Drive the structured and professional management of key existing clients.
Overall responsibility to ensure client engagement/introduction of key stakeholders
Building strong professional relationships with key stakeholders across the departments in a
Present client requirements to key stakeholders
Present organizational capabilities to clients where appropriate


Job Requirements



Understanding of the Home Care and NDIS landscape
Client Relationship management
Structured Planning
Temp/contract agency experience is ideal but not essential
Demonstrate commitment to the ICG values at all times
Adhere to company policy and procedures
Salary

Market related + Commission based on target achievement



Behavioural profile:

Driven and motivated by success
Target and goal-orientated
Relationship builder
Hard working
Open and honest
Customer service obsessed
Positive and Professional
Self-starter
Caring
People orientated