A hub that anchors everything and everyone
The Care Services Centre is open 24/7 to clients, caregivers and family. Whether at 5:00pm or 5:00am, when you need help, you just need help. The health and safety of our loved ones is in our minds 24/7 and needing help isn’t just reserved for regular business hours.
The Care Services Centre is a centralised platform that receives and makes over 1800 calls a day and over 1000 emails a day. They handle everything from client inquiries and client intakes all the way to client and caregiver scheduling and assistance. The centre has the ability to see if employees are at their shift on time, and have the infrastructure available to them to fill and replace caregivers quickly and efficiently in order to keep clients happy and give families peace of mind. It houses all client and caregiver information in order to ensure accurate personality matches as well as keep notes on file of all the clients’ wants and needs to deliver WOW customer experience (one of Nurse Next Door’s core values).
Care Services Specialists work closely with Franchise Partners and build relationships with them despite being remote. A Franchise Partner’s Care Services Centre single point of contact (SPOC) acts as a member of their team even though they work out of the HeartQuarters office. The SPOC gets to know the specifics of a franchise and work closely with its Care Designers, caregivers and clients to the point where we could tell you a client’s schedule and what caregiver is with them without even looking.
Intakes – A Franchise Partner’s marketing and sales efforts ultimately lead to their goal of driving continuous intakes. Intakes are calls and e-mails that are received from potential clients or contacts looking for service. We understand that our Franchise Partners are busy people and that sometimes they are with clients, driving on the road or picking up their children from school, that’s why the Care Services Centre handle their intakes. Our specialised Intakes Team are experts at describing our services, explaining our Happier Ageing® promise and their conversion rates are exceptional.
Scheduling – A huge portion of a Care Services Specialist’s day is working on calling caregivers and nurses for visits 14 days in advance to make sure all client visits are filled. Getting ahead on the schedule, creates logistical efficiency so we can deal with urgent visits and uphold the reputation of a Franchise Partner’s business.
At Nurse Next Door, our employees are guided by the culture and core values of:
- Admire People
- WOW Customer Experience
- Find a Better Way
- Passionate About Making a Difference.
With the belief that clients can only receive the care they deserve when employees are truly dedicated to their work, Nurse Next Door’s team is passionate about making a difference. Our Care Services Centre employees are referred to as Care Service Specialists. They are Nurse Next Door’s brand ambassador’s and are the friendly voice on the other side of the phone. They work hard to provide caregivers, clients and our Franchise Partners peace of mind. Take a look at a few of our Care Service Specialists talk about their role in contributing to making lives better!
With a core purpose of Making Lives Better®, Nurse Next Door, under the leadership of Melbourne based Master Franchisors Matt Fitton and Amber Biesse, provides in-home aged care and disability support services built on our philosophy of Happier Ageing® focusing on possibility rather than disability.