Care Coordinator
Virtual role - work from the comfort of home
Ready to start a new job in the New Year?
Join a passionate and dedicated team of professionals
Mindstar is an exciting national wellbeing and mental health company, which has established itself as one of Australia's most premier innovative and ground-breaking solutions providers within the health industry and corporate Australia.
Mindstar is committed to delivering high-quality wellbeing services that help individuals and organisations thrive. From executive wellbeing coaching, specialist crisis and response services and delivery of innovative wellbeing programs and training, Mindstar offers a comprehensive suite of solutions that are tailored to meet the unique needs of our clients.
The Care Coordinator is Mindstar’s first point of contact and coordinates all intakes, programs and service delivery offered to our Corporate Wellbeing clients. As a champion in the business of delivering the highest levels of internal and external customer service, this role focuses on supporting our customers to ensure they receive exceptional Mindstar service, liaising with key stakeholders and building supportive relationships with our team of Executive Wellbeing Coaches.
To enjoy and be successful in the role, you will need to demonstrate:
Duties:
Manage the referral management process for all customers and clients
Triage referrals based on sensitive information, including risk of harm, and escalate where necessary
Assess suitability of customers and connect/match with our executive wellbeing coaches
Schedule and complete client/referer progress updates
Write excellent referral summaries to support transfer of customer to coach
Manage coach capacity to ensure service levels are optimal
Manage relationships with the Executive Wellbeing Coach team
Support coaches with customer triage, referral and extension request + approval support
Coordinate the recruitment and onboarding of new coaches
Facilitate training for new coaches in relation to onboarding, system and processes.
Adopt a customer-centric approach and mindset across all frontline facing activities
Oversee and manage the the customer experience journey for all corporate clients
Manage multiple shared email inboxes within established timeframes, internally and externally
Virtual office management support
Manage supplier relationships in regards to back office administration services - IT, Phone services etc
Qualifications and Experience:
Minimum of 3 years experience in a health administration/practice management/mental health role
Experience in intake and/or triage of referrals
Relevant mental health qualifications are desirable
Proven and exemplary customer service experience including handling customer complaints
Experience speaking with customers who may be facing mental health or wellbeing challenges, including those who may be in a distressed state
Understanding of contemporary workplace wellbeing themes and issues
Experience working remotely or in a virtual team
About you:
Understand the nature of working with individuals who may have experienced challenging or critical situations
Ability to remain composed in response to sensitive, and at times difficult information relating to customer referrals.
Works well under pressure with the ability to manage multiple responsibilities and stakeholders in a timely and efficient manner
Genuinely, an all-round good human (non-negotiable)
Ability to question and critically analyse situations and present ideas in a constructive manner
A confident and effective communicator across all stakeholder groups (written and verbal)
Solutions focused
Agile mindset with flex between collaborative team work and ability to work autonomously
Comfortable working in a fast paced (start-up) environment
Ability to multitask
Incredible organisation and planning skills
Highly motivated and engaging
Excellent attention to detail, professionalism, and accuracy when responding to clients and/or stakeholders when completing administration duties
Exposure working in a data driven environment
What we offer:
A supportive team, with a genuine culture of wellbeing, trust, purpose and fun
Inclusive, progressive and diverse team and work environment
Comprehensive on the job training and coaching
Collaboration with committed and enthusiastic Leadership team
The opportunity to make a genuine difference to the lives of others
Important to note:
Ability to work flexibly, including working from home (in a quiet, private space) and at a Mindstar designated location on occasion
Applications close 14 December 2023
Only suitable candidates will be invited to attend an interview. Applications will be reviewed as they are received. Interviews will be conducted prior to Christmas.
Person must be located on the East Coast of Australia
To Apply:
Please ensure that you submit a resume and cover letter with your application - TIP - only one document can be uploaded to the site, so please include your cover letter and CV in the same document.
