About us  

HammondCare is a not-for-profit, values-based organisation that is passionate about improving the quality of care for people in need. As one of Australia’s most innovative health and aged care providers, we aim to set the global standard of relationship-based care for people with complex needs. HammondCare provides care primarily through hospitals, residential care homes and home-based care as well as services for dementia support, community palliative care, rehabilitation, positive aging and older persons’ mental health.  

About the role  

The role of Credit Control & Debt Recovery Team Leader ensures efficient and effective recovery of outstanding debts across the organisation whilst continuing to provide the highest possible quality of care to all people with an assessed need, regardless of their financial circumstances.

Key Focus Areas include:

• Implement effective debt collection strategies while ensuring a compassionate approach aligned with HammondCare mission and in accordance with industry, and regulatory standards, e.g., ACCC and ASIC debt recovery and privacy laws
• Monitor and report on debtors and establish KPI’s to measure success
• Establish, maintain and support best practice debt recovery procedures & effective credit control processes
• Team coaching and development
• Educate and enable Care Partners/Admissions/Finance to execute best practice debtor processes
• Support operations and finance team to address customers queries regarding all debt and payment matters including setting up direct debits or queries about other payment options and credit terms

This is a permanent full-role role based at St Leonards.

What we can offer you  

We care about your wellbeing at HammondCare and as a result offer a wide range of health and lifestyle benefits including:  

• NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit (up to $2,650 tax free) 
• Additional leave purchase options and 14 weeks paid parental leave 
• Flexible working options, including hybrid arrangements 
• Discounts on everyday products and services 
• Discounted healthcare memberships - access to network of fitness centres and pools for employees and families 
• Free independent, confidential counselling services, wellbeing resources and webinars available through our Employee Assistance Program (EAP) for you and your family. 
• Health & Wellbeing programmes 
• Reward & Recognition programmes 
• Referral bonuses 
• Career and professional development opportunities 

Key Responsibilities include

• Lead a team of two direct reports: developing, coaching, mentoring, and motivating
• Set up a cadence of meeting with LOB and lead the meeting for any updates to the aged debtors, KPIs, write off approval, disputed charges, and adjustments cases, etc
• Develop KPI’s to monitor success and support continuous improvement
• Liaise and collaborate with the IT system teams to ensure collections tools, i.e., CareHub, Epicor, Fydo, eMR’s functionality/automation are set-up and working effectively in the end-to-end receivable processes as required
• Make recommendations to support ongoing improvement of the collections processes and technical systems, e.g., uitilise/activate the available automation and functionality of CareHub, Epicor, Fydo & eMR, etc
• Support Care Partners/Admissions team to ensure customers have a clear understanding of their obligation for payment of services before services commence and any customer queries regarding setting up direct debits or queries about other payment options and credit terms
• Manages customer queries, setting up tailored written payment plans and general debtor investigations
• Communicate with customers/ their families/ Health Funds in a timely and appropriate manner to ensure debts are understood and paid within HammondCare terms of credit
• Liaise with HammondCare legal team to develop recovery policy, template emails, letters and FAQ’s to guide customer calls and debt collection matters and liaise with external debt collection agencies when required
• Ensure financial risks are identified presciently, reported and remediated expediently
• Review and allocate credit control and recovery case queues, generic email inboxes and setup customer phone dialler activity
• Ensure subsidiary ledger reconciles with general ledger on a monthly basis and any unreconciling variances are followed up and resolved on a timely manner
• Process credit notes and write offs in consultation with Line of Business (LOB) and as per the delegation of authority
• Provide a monthly aged debtor report with meaningful commentaries for aging analysis
• Develop reports and analysis to monitor debt trends to LOB and Operations team
• Stay abreast of industry trends and economic indicators to anticipate potential credit risk issues
• Provide expertise as the subject matter expert
• Support cash allocations as required for all LOB
• Provide back up for the banking team
• Assist with month-end duties, cashflow forecast/projections
• Be able to provide support as needed across other areas of finance

About You  

• Commitment to engage and align with HammondCare’s Christian Mission, Motivation and Mission in Action.
• Undergraduate degree in Commerce or similar
• At least 5 year’s demonstrated experience in accounts receivable, debt collection or similar role managing a team
• Excellent relationship building and communication skills, verbal and written
• Excellent negotiation skills, with a customer focused approach
• Ability to handle sensitive conversations with empathy, patience and professionalism
• Intermediate to advanced computer skills, specifically MS Office (Outlook, Word and Excel).
• Ability to work independently and as part of a team.

Desirable:  

• Aged Care industry experience
• Demonstrated knowledge and experience of Aged Care legislation including the Aged Care Act 1997, principles, Home Care Package Guidelines, Residential Care Manual and Community Care Guidelines and other relevant legislation and guidelines and ability to keep abreast of relevant legislation
• Experience with accounting and CRM systems, e.g., SUN, SalesForce, Epicor SLS, Fydo, eMR & Coupa
• Experience with Medicare online claiming systems (PRODA)

To Apply

If you are ready to make a difference with HammondCare, Apply Now! For any specific queries please contact talent@hammond.com.au.

Pre- Employment Checks

All short-listed applicants for these positions will be asked to consent to a criminal record check and reference checking.

HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves.