Service Support Officer Care Navigation, HammondCare

HammondCare

Location:
Australia, Cardiff, Tuggerah

Category:
Office Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The role of the Service Support Officer (SSO) Care Navigation works within the Mission and Mission in Action of HammondCare to ensure that all home care services are tailored, personal and delivered to the highest standards. The broad range of administration activities delivered by our SSO’s, for our teams, potential clients, clients, representatives, and contractors are delivered locally and centrally and is a key role that seamlessly support areas and regions and the functions with strong administration delivery. The SSO role has various contact points and may support one or more of the following areas across HammondCare at Home (HCAH), which operate both locally and/or centrally*: Care Navigation. The various administrative activities in HammondCare at Home are the cornerstone to all day-to-day operations and planning activity that supports broadly across our care teams, the teams supporting client care, potential clients, and our contractors, who assist us providing care and planning for care and services.

Job Responsibility:

Provide reliable and consist administrative support for colleagues, potential clients, clients and their representatives and contractors across our Care Navigation Service, Partner Services and Areas/Regions
Work closely with colleagues and team for best practice, consistent ways of working to see HammondCare meet regulatory, service and care requirements across our teams
Support and drive positive communication, collaboration and engagement across the team directly supported as well as internal and external stakeholders
Be able to focus on stream activity and ready to support on occasion in other streams for seamless administration and support activity across HCAH

Requirements:

Commitment to engage and align with HammondCare’s Christian Mission, Motivation and Mission in Action
Previous experience in an administrative role or similar
Excellent telephone etiquette and communication skills
Proven ability to engage with clients and customers over the phone in a professional and courteous manner
Demonstrated proficiency in managing inbound and outbound calls, addressing inquiries, and providing information effectively
Strong verbal communication skills with the ability to articulate information clearly and concisely over the phone
Strong organisational skills including effective time management and ability to prioritise
Knowledge of relevant compliance requirements with the Aged Care sector
Displays initiative with analytical and problem-solving skills
Strong administrative and computer skills
Ability to work independently and as part of a team
Empathy and patience
Demonstrated commitment to excellence in customer service principles to ensure the consistent provision of exceptional service to internal and external stakeholders
Willingness to complete mandatory MACLearning requirements in the MACLearning portal (Care Navigation Service only)

Nice to have:

Certificate III in Administration, Aged Care, Project Management or similar
Certificate IV or Diploma in Aged Care, Administration, Project Management or similar
Knowledge of the Home Care Package Operations Manual
Knowledge of the Aged Care Quality Standards
Ability to familiarise with the HammondCare Aged Care Enterprise Agreement 2023

Additional Information:

Job Posted:
July 04, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Support Officer Care Navigation