About us:
Pink Comfort’s mission is to provide services that are unique and flexible, providing results that are more efficient, reliable and dedicated to improving the Quality of Life of each individual.
Role Purpose
The Telephone Appointment Setter is responsible for contacting existing and prospective Support At Home ( Aged care ) participants by telephone, understanding their requirements, providing basic information about available services, and scheduling appointments with the appropriate team member.
Key Responsibilities
- Make outbound telephone calls to clients, prospective clients and referral contacts.
- Answer incoming enquiries and provide professional and courteous customer service.
- Identify the client's needs and determine the appropriate service or appointment.
- Schedule, reschedule and confirm appointments using the organisation's booking system.
- Follow up clients who have expressed interest but have not yet booked an appointment.
- Maintain accurate client and appointment information in the relevant system.
- Send appointment confirmations and reminders where required.
- Record call outcomes, enquiries, follow-ups and relevant notes.
- Escalate complex enquiries or complaints to the appropriate staff member.
- Follow organisational privacy, confidentiality, communication and compliance requirements.
- Meet agreed call, appointment-setting and follow-up targets.
- Maintain a professional and respectful approach when communicating with clients, families, carers and service providers.
Essential Skills & Experience
- Strong experience in Aged Care ( Support At Home and CHSP Program ) is mandatory.
- Previous experience in telephone customer service, appointment setting, administration, reception or call centre work.
- Excellent verbal communication and active listening skills.
- Experience in navigating the My Aged Care Portal ( MACP ) and Service Australia Proda portal is mandatory.
- Professional and confident telephone manner.
- Ability to build rapport with clients quickly.
- Good computer and data-entry skills.
- Strong attention to detail and accurate record keeping.
- Ability to manage multiple calls and follow-ups.
- Ability to work independently and as part of a team.
- Understanding of confidentiality and handling personal information.
Desirable
- Experience in Aged care, healthcare, disability or community services.
- Experience with CRM, client management or appointment-booking systems.
- Knowledge of My Aged Care processes.
- Experience dealing with older people, people with disability, families and carers.
Key Performance Indicators
- Number of outbound calls completed.
- Number of qualified appointments booked.
- Appointment confirmation and attendance rate.
- Follow-up completion rate.
- Accuracy of client records and appointment information.
- Quality of customer service and communication.
- Compliance with organisational policies and procedures.
Interviews will be conducted in the coming weeks. For more information about the positions please email [email protected]
Pay: $30.00 – $35.00 per hour
Benefits:
- Employee mentoring program
- Referral program
Application Question(s):
- Do you have previous work experience in the Commonwealth Home Support Programme (CHSP) or the Support at Home (SAH) Program?
Work Authorisation:
Work Location: In person
