Administration Officer - Sandringham Grove

POSITION DESCRIPTION |ADMINISTRATION OFFICER 

POSITION PURPOSE: 

The Administration Officer (AO) has a crucial role as the face of Opal HealthCare to many in the community. The AO position supports the Care Community Leadership Team to maintain full occupancy and to deliver efficient and effective clerical and administration support services that are responsive to the needs of residents, team members, visitors, and service providers.

Demonstrate behaviours that support Opal HealthCare’s values.

This role reports to Opal HealthCare’s (Opal) General Manager (where there is not a Customer Support Manager in place at the care community) and also has a dotted line to the Regional Relationships Manager.

This role reports to Opal HealthCare’s (Opal) Customer Support Manager and also has a dotted line to the Regional Relationships Manager (Care Communities with a Customer Support Manager).

KEY RESPONSIBILITIES:

1. PEOPLE & LEADERSHIP

• Organise recruitment process including appointments, interviews, pre-employment medicals, Visa and Police checks. *
• Ensure new team members, volunteers, and regular contractors don’t commence without a police check.
• Manage confidential team member files ensuring new and existing team member paperwork is completed, signed and filed within 24 hours. New team members require a team member number prior to commencing employment. *
• Ensure education training and personnel matrixes are maintained and up to date and follow up to ensure all team members meet mandatory annual training requirements. *
• Coordinate training sessions, teaching material, and attendance / qualification records. *
• Schedule performance evaluations, coordinate process & update files. *
• Adhere to all Opal policies and procedures and in particular work to create a “safe and respectful workplace” for team member, volunteers, visitors and residents.
• Covers the Receptionist and any other administration team duties as required (for leave, breaks and other absences) (Care Communities without a Customer Support Manager).
• Provide support at other Opal Care Communities within local geographic area from time to time (Care Communities without a Customer Support Manager).
• Provides relief for any other team members in the Customer Support Team as directed by the CSM (Care Communities with a Customer Support Manager).
• Provide support at other Opal Care Communities within local geographic area from time to time (Care Communities with a Customer Support Manager).

2. QUALITY

• Support the General Manager in maintaining information and systems (including but not limited to Peoplepoint, Basware, PRM and Rosterlive) to ensure they are up to date and meet Opal’s policies and procedures.
• Support the Customer Support Manager in maintaining information and systems (including but not limited to Peoplepoint, Basware, PRM and Rosterlive) to ensure they are up to date and meet Opal’s policies and procedures (Care Communities with a Customer Support Manager).
• Ensure information pertaining to team members, residents, and incidents are accurately recorded in accordance with organisational and legislative requirements.
• Provide timely clerical support including producing meeting minutes, mail, faxes, newsletters, reports, letters, newsletters, diaries to support the operational needs of the care community.
• Maintain filing, archiving and systems in line with Opal HealthCare guidelines.*
• Utilise computer systems and applications to provide efficient and effective support.
• Refer any issues, concerns, queries through appropriate channels for resolution.
• Maintains confidentiality of team member and resident information.
• Acts within Delegated Authority level.

3. MARKETING

• Provide the Concierge exceptional level of service as the face & voice of the care community.
• Support the implementation of approved marketing events.
• Support the CSM in fostering relationships with referral groups.
• Follow up enquiries and make appointments for tours with interested resident/representatives.
• Co-ordinate tours of the care community for potential resident and their families involving CSM and other team members as appropriate to show case selling points.
• Maintain enquiry database and conduct discussions with prospective residents & families about the Aged Care admission process.
• Convert prospective new admissions to deliver occupancy to budget.
• Negotiate bonds and fees under approval of RRM and CSM in accordance with the Resident Admissions Process and Aged Care Act.
• Builds and maintains contacts within the community who may need the services of Opal HealthCare.
• Ensure the front of house and display areas/show rooms are fresh, inviting, tidy and well presented at all times.
• Provide reception and phone answering support.
• Provide relief for Receptionist duties, including for breaks and when on leave as per receptionist PD and task guidelines. Duties marked * are the primary responsibility of the Receptionist and the AO will provide periodic relief for these duties (Care Communities without a Customer Support Manager).

4. FINANCIAL

• Publish approved roster 2 weeks in advance following CSM/GM approval.
• Update daily roster with changes in system ready for payroll.
• Manage team member replacements to fill daily roster.*
• Bank any money received directly at the care community and entered into PeoplePoint on the same day it is received.
• Perform credit card, petty cash, banking, resident charges and reconciliation functions as per Domain Principal Group guidelines.
• Process invoices within Basware on a daily basis.
• Ensure all resident agreements are attached to Peoplepoint for auditing and billing purposes.
• Ensure resident fees are up to date, and follow up outstanding accounts.
• Maintain accurate resident information.
• Manage stationary levels ensuring availability and costs within budget.
• Provide support at other Opal Care Communities within local geographic area from time to time.
• Any other duties as required to support site operational requirements and to cover team needs.

KEY COMPETENCIES:

• A high level of both written and verbal communication skills.
• Good organisation and prioritisation skills.
• Demonstrates warmth, caring, and an outgoing manner.
• High standards of professionalism, accuracy and flexibility.
• Team work ethic.

EXPERIENCE/QUALIFICATIONS:

• Previous experience working in a senior clerical position. Minimum 3 years clerical experience.
• Demonstrated team ethos.
• Previous sales or counter sales & service experience.
• Customer service experience essential.
• Accounts and payroll experience preferred.
• Advanced Word and Outlook required. Intermediate Excel preferred.
• Current suitable police check.

POSITION KPI’s:

• Occupancy target achieved.
• Bond target achieved.
• Level of Lost Revenue from vacant bed days.
• Medicare documentation submitted on time.
• Mystery Shopper results.
• Enquiry database update & follow up.
• HR & Training Matrix scheduled and updated. *

REFERENCE DOCUMENT:

Opal Administration Officer Task Guidelines.