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Resident Placement Advisor

Bupa - Melbourne, VIC

Health, Medical & Pharmaceutical
Source: uWorkin


Job Description:

About Bupa Aged Care Australia

Bupa Aged Care Australia is the largest private residential aged care provider in Australia with over 9,000 employees providing care and services to 6,500 residents across 60+ homes. At Bupa we focus on a person first approach that ensures our residents and their families are at the centre of everything we do and that we deliver our purpose of ensuring longer, healthier, happier lives.

About The Role

As a Resident Placement Advisor you will be the first point of contact for enquiries relating to resident placement in Bupa care homes. You will be responsible for receiving inbound telephone call and email enquiries through the IVR, and the Bupa Aged Care Website. You will take enquiries, providing information, booking tours, liaising with Care Home teams and ensuring all information is entered accurately, whilst also communicating the outcome of the enquiry to the care home. You will be required to conduct outbound calls to past customers and conduct other administrative duties as required.

This role is based in Melbourne, but can be regional/remote.


  • Take all calls in a timely, efficient and professional manner

  • Timely end-to-end enquiry management, including liaising with relevant internal stakeholders

  • Overall Epicor management for all care homes, ensuring the capture of necessary details, update of latest progress and accuracy at all times

  • Utilisation of strong communication skills to capture enquiry information, book tours and notify care homes

  • Maintaining enquirer contact where tours have not been able to be booked

  • Conduct Nurture calls to prospects not ready to come into care and update Epicor with discussions had

  • Conduct mystery shop calls to competitors

  • Maintain records of calls and information received

  • Update the My Aged Care portal to reflect any content updates as required

  • Enter all new enquiries received by the contact centre

  • Update the enquiries and communicate via email with the care home

Skills and Experience

  • Experience in call centre customer service and sales

  • Empathy. Ability to listen and understand when talking to customers

  • An excellent listener with a positive friendly approach

  • A willingness to ‘sell’ the home and it’s benefits to the customer

  • Possess excellent interpersonal skills and the ability to establish and build upon working relationships effectively

  • Have the ability to communicate with others at all levels in order to successfully achieve outcomes

  • A passion for Aged Care and helping people get the care they deserve

  • Have the ability to learn and understand details pertaining to the organisation’s effective operation

  • Excellent written and verbal communication skills

  • Strong organisational, problem solving and prioritisation skills

  • Ability to recognise opportunities and problems arising in the health and disability sector


This is a supportive and collaborative team, where you will work autonomously in your role. Employees are provided continuous support and resources, to assist with their day to day tasks. We believe in providing flexible working arrangements, that allow you to complete tasks in the most time effective manner.


  • Work flexibility

  • Generous leave provisions including 12 weeks paid parental leave

  • Generous discounts on health, travel, home, car, landlords and pet insurance

  • Health and wellness initiatives and discounts through Bupa SMILE program

  • Workplace giving and Bupa fund matching

  • Continual learning opportunities and more thorough online and face to face training

How to Apply

Please click Apply to be taken to our online application process. Please note that as part of your application you will also be asked to complete a number of pre-employment checks including Criminal History.

IMPORTANT: As of 1 st May 2020, all aged care workers and visitors must be vaccinated against seasonal influenza in order to enter an aged care facility – as such all successful applicants will be required to provide proof of vaccination prior to commencement.

‘Our people reflect the diversity of our community. At Bupa, your wellbeing, identity and own story is respected and valued.

Find purpose in your career at Bupa’.

Time Type:

Full time

Job Posting End Date

Melbourne, VIC

Health, Medical & Pharmaceutical


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